If things are not working as expected when setting up your TBT5-AI, please use the following steps in order to troubleshoot:
1. Double-check that you are using only the 0.8 meter long Thunderbolt 5 cable Plugable included in the box with the TBT5-AI in order to connect the TBT5-AI to your computer. This is important because other cables can sometimes cause problems.
For your reference, the Plugable Thunderbolt 5 cable will have a small white cable flag attached to it that lists the product model on one side and the cable’s specifications on the opposite side.
2. Double-check that you are connecting the included Thunderbolt 5 cable to the single Thunderbolt 5 host connection port located on the back of the enclosure.
The Thunderbolt 5 host connection port has a small computer icon and Thunderbolt icon located above it. The Thunderbolt 5 host connection port is the port furthest to the left on the back of the TBT5-AI.
3. Double-check that the power switch located on the back of the TBT5-AI is switched to the ‘On’ position. The ‘On’ position is when the side of the switch with the horizontal line is pushed down.
*** NOTE - The TBT5-AI will only power on when it is connected to a compatible host computer. The TBT5-AI will NOT power on when it is not connected to a compatible host computer, even if the power switch is in the ‘On’ position. ***
4. Double-check to ensure that the graphics processing unit (GPU) is securely installed within the TBT5-AI’s PCI Express slot, and that all of the required internal power connections to the GPU are secured.
Please consult your GPU manufacturer for information in regard to the required power connections.
5. Double-check to ensure that the Thunderbolt 5 cable is connected directly to a Thunderbolt 5, Thunderbolt 4, or USB4 port (that supports external GPUs) within your computer.
The TBT5-AI will not work if it is connected to a USB Type-C port that does not support Thunderbolt 5, Thunderbolt 4, or USB4.
*** NOTE - The TBT5-AI should be connected directly to the host computer. There should not be any devices located in between the TBT5-AI and the host computer. ***
6. Double-check to ensure that the necessary Windows driver has been installed on the host computer for the graphics processing unit (GPU) installed within the TBT5-AI. If the necessary driver is not installed, then the GPU will not function.
Please consult your GPU manufacturer for information in regard to obtaining the proper driver.
If the information provided above does not help resolve the issue, please reach out to Plugable directly via support@plugable.com for assistance.
