Blackmagic Ultrastudio mini recorder not recognised

I've bought an Ultrastudio mini recorder, installed the latest desktop video software (11.4) from the Blackmagic site, but it is not recognised by my laptop. The light on the box (next to the thunderbolt cable) is not lit up, it is not listed in my devises and desktop video tells me that no devise is detected.

I returned a previous mini recorder because I was having the same issues, only to be told by the retailer that there was no problem with the devise - just the firmware needed to be updated, which they have done and returned the devise back to me.

The devise just does nothing and seems absolutely dead but the retailer is adamant there is nothing wrong with it.

Can anyone advise what might be going wrong here? I'm using a Dell G7 7590 laptop with Windows 10 OS.

Cheers

Sarah, I have done a little google research about your Dell G7 7590. Thunderbolt 3 is optional. As it shares the same physical connector as USB-C, can you make sure it is the Thunderbolt 3 variant? It should have the lightning symbol on the side of the port.

Next make sure you got a true Thunderbolt 3 cable, USB-C cables won't do it. It should also have the lighting symbol on the cable plugs.

Then - if I remember this correctly - I had to use the Intel Thunderbolt software on my Lenovo P51 to activate the port for the device (I think it was out of security reasons). Otherwise my Ultrastudio won't power up.

Hope this helps.

Thanks for your help Robert! The port I'm plugging in to is Thunderbolt 2 and I'm using an official Apple Thunderbolt 2 cable. There are lightning symbols on all. I found the Intel Thunderbolt software you recommended and installed it, but the mini recorder is still not detected.

Ah ok. You got the older Ultrastudio Mini not the new Mini 4k.
I double checked and your Dell has definitely Thunderbolt 3. But the older Ultrastudio Mini has Thunderbolt 2 and as far as I know it is not compatible to Thunderbolt 3.

Could you verify which Ultrastudio model you got exactly?

Thunderbolt 2 has a different plug than Thunderbolt 3.

EDIT:
Just re-read your initial text and saw that you have the Mini Recorder. Well, that has definitely Thunderbolt 2.

Sarah, you might have a look at this thread:
viewtopic.php?f=18&t=77104