This post is more than 5 years old
8 Posts
0
8465
Service tag not in system for ThunderBolt Dock 16
I can't update my dock since it gives an error every time I try to update. I tried manual updates but BIOS files never show up, I think the problem lies with my service code not being in the system.
I tried entering the service tag and express service tag but it says it's not a valid product. If I provide the service tag and express service tag on this forum, would it be entered in the system so to speak? I also get critical updates and when I click update, an error occurs so my dock is not in sync with my XPS in terms of drivers. When I try to do manual updates, I'm only given 3 files and can't find bios files anywhere.
jphughan
4 Operator
4 Operator
•
14K Posts
1
August 7th, 2017 16:00
Erratic TB16 dock behavior, particularly with respect to USB devices, immediately after updating the XPS 13 9360 to the latest BIOS is a known issue for which several threads have already been created in this section. In short, there isn't a fix yet. Some people have found that downgrading to an earlier BIOS works, but others have not found success there.
EDIT: Looks like a new BIOS, Thunderbolt driver, and Thunderbolt firmware were released today. I would install all of those in that order to see if that resolves the issue.
Saltgrass
3 Apprentice
3 Apprentice
•
4.3K Posts
0
August 5th, 2017 11:00
My service tag is not in the system either but I can update my software. The Firmware and drivers are not for the Dock but for your computer and can be downloaded from the TB16 support site.
Armando72
8 Posts
0
August 5th, 2017 12:00
Thanks for clarifying. I wasn't aware that the bios was for the computer and not the dock. I only have 4 files available when going to the TB16 support site and all of them are up to date. I manually updated to the latest bios yesterday (Dell XPS 13 9360 System BIOS V2.1.0) and my wireless mouse loses connection and wired keyboard isn't responsive (hitting a key sometimes acts like a sticky key and 10-20 characters appear with a single press). Everything worked perfectly before updating the BIOS. When I open up SupportAssist I get the following notification:
"Critical updates are available for your Dell Thunderbolt Dock. Dell strongly recommends that you install these updates now to prevent potential issues."
But when I clidk the update button, I get an error. I'll try to contact support to determine why I get the error and issues after updating the latest firmware. Thanks
Saltgrass
3 Apprentice
3 Apprentice
•
4.3K Posts
1
August 5th, 2017 13:00
There are three drivers available for the TB 16. All were posted in the last few days.
There are several threads about a Bios update for some systems causing TB16 problems with USB although my 9365 has not yet encountered any. But I haven't tried a wired keyboard although the mouse and flash drives seem to work fine.
DELL-Jesse L
Moderator
Moderator
•
16.7K Posts
1
August 7th, 2017 10:00
Armando72
You can click the link to download the tb16 drivers.
TB 16 Drivers and Downloads
Armando72
8 Posts
0
August 7th, 2017 22:00
Thank you for the info! I think that may have fixed the issue. My mouse is fine but my keyboard still behaves like I have a sticky key but could just be my keyboard starting to act up. Either way, I'll keep an eye for future updates Thanks!
In the meantime, I was plugging my mouse and keyboard directly to my XPS so it solved it temporarily as the monitors always worked fine.