m15 R6, no connect to external monitors through dock

I bought an m15 R6 10.09.2021 and I've just been getting the run around from Dell. They obviously know the issue and their reaction is simply appalling. My old 15r3 works significantly better than the m15r6.

They keep telling me, sorry Dell docks aren't tested on Alienware so they're not supported!!!

The adapter I bought was at the point of purchase, from Dell as an accessory to go with my laptop - and they're telling me "sorry, the adapter we sold you to go with your new laptop isn't actually guaranteed to work". 

Utter farce. 

PS - it worked fine with two monitors until it updated the BIOS as mentioned by others.

First experience I had with Alienware and Dell in 2016 was 10/10. Their service and support has been upgraded to 0/10 for 2021. 

I tried a USB-C cable directly into the HDMI monitor port, which also doesn't work.  Also confirmed the cable works fine on my other laptops.  So it seems to be a problem with video out on the Thunderbolt port and NOT a problem with the dock.

Yep it's definitely an issue with the Thunderbolt port due to the BIOS update clearly having changed the functionality. All the adapters/docks I have tried don't work on the m15r6, but they work on every other machine on my network (Mac/Win). I do not understand why this isn't an urgent fix for Dell? I have found about 30 or so users of m15r6 laptops that have this problem. Assuming £2k on average per laptop, that's £600k Dell have received.

Two monitors is nice for gaming, but I need to for work - it slows me down so much when I'm video editing or writing copy. 

Funny you would bring this up, because this is exactly what Dell support told me to do. At the time, I didn't have a cable, so I bought one. I recieved it in the mail today, tried plugging the m15 r6 directly into the monitor using the USB-C-to-HDMI cable, and lo and behold, it still doesn't work. This is obviously an issue with the laptop, and not a compatibility issue. This is proven by my own testing, as well as the testing and reports of everyone else here. Please, Dell, please please please issue an update which fixes this issue!

Quackmaster, thank you so much! This worked like an absolute charm for me, and I'm so happy you were able to find someone within Dell who was so helpful and had a solution.

As a side note, I followed your instructions pretty much exactly. When it came time to uninstall the NVIDIA USB-C Driver, I realized it was not installed. I don't know if this was one of the problems I was having originally, but when I reinstalled the downloaded driver package, the USB-C driver was there. 

This didn't work for me.   I'm on BIOS 1.5.1

Thank you @Quackmaster

I am on BIOS 1.5.1. Followed all the instruction as mentioned above and now my USB-C HUB with HDMI to HDMI working perfectly. 

And should also say Thank you to:

Robert Palsson
Technical Support Engineer 1, Consumer Support Services

this has not worked for me in fact it has made it worse now my hdmi isn't working ether even thow it shows there is a second monitor attached it wont display on it any more 

Hey saw your thread and at least for me an amazing Dell Rep gave me this instructions, hope they are helpfull for everyone else.

- Install the vBIOS for your computer. You can download the installation file here. Once done, restart your computer.

- Go to Device Manager and under Display Adapter make sure that both GPUs, the Nvidia and the Intel, are enabled.

- Go to Control Panel > Uninstall a program, and uninstall NVIDIA Graphics Driver, NVIDIA HD Audio Driver, NVIDIA PhysX System Driver, and NVIDIA USBC Driver. Restart the computer as needed.

- Once back in Windows, reinstall the Nvidia graphics driver using GeForce Experience and test the external monitor again.

ok so it has got me my hdmi to hdmi monitor back but the usb c to hdmi or usb c to dock to monitor still doesn't work 

Thank you so much for your solution.

Do the process again and make sure you follow all the instructions from this thread.

https://www.dell.com/community/Alienware/m15-R6-no-connect-to-external-monitors-through-dock/m-p/8035897#M46500

Updating the VBIOS and reinstalling all the Nvidia drivers fixed the problem for me. My monitor now works with just the Thunderbolt connection.

Thanks.

Hello i am having the same issue as everyone else. i have purchased an M15 R6 with 3060 GPU, can't downgrade BIOS to 1.4.3, and thundbolt hub wont able to external monitor but network, USB..ect working fine