XPS 13 & TB16 - USB and peripherals randomly losing connection

Hi,

Welcome to our community.

We’re listening. We’ll try assist you. We definitely understand your concern without a fully functional system. The issues that you are currently facing might be due the devices turning off automatically to save power. Kindly follow the below mentioned steps and check if the issue re-occurs.

>> Type Device manager in the Search box and then click Device Manager from the returned list
>> Click to expand USB Root Hub and click the Power Management tab
>> Uncheck the option to “allow the computer to turn off this device to save power” and click OK
>> Close the Device Manager

Also, share the following information via private message, so that we can check for more details. To send a private message, click on my name and select ‘Send private message’.

1. Service tag/ express service code
2. Email address
3. Registered owner’s name of the system.

The Service Tag is a 7-character code, and the Express Service Tag is a 10-digit code that is a numeric version of the Service Tag. Both codes are on the bottom of your laptop. You can also refer to this link http://dell.to/2olcgfG which is a video that shows steps to find the service tag.

I've got exactly the same issue, as described in this thread. Have you managed to resolve yours and can advise on the successful trick?

Hello, Mikolajek. I`ve resolved my issue after full windows reinstall. That`s works fine, but not for long. Yet, two month later, i`ve updated this OS with June`s update, and then have another problem with waking up after sleep. 

I think, with this dock you cannot do something different, except connecting USB drives. >.<

Yes, the BIOS update was the moment my own TB16 refused to operate. However, I downgraded BIOS back to 1.3.5 (even though not advised) and it didn't help. Looks like the 1.3.7 has some magic power of killing the docks... :(

At the moment I'm trying to open a support ticket with Dell, but they can't identify my dock on basis of the service tag. This is becoming a nightmare!

..And finally, after XPS 13 BIOS update i think, dock station definitively broken. No USB, no video, audio, only charge.

HI,

I have the same problem after bios update 1.3.7 with me XPS 9360.

I have the same issue after installing bios 1.3.7 with my xps 9360

Same issues with 1.3.7 on xps 9360. Dock was working fine before the BIOS update.

Can't even use the mouse / keyboard when connected through the dock.

I have similar issue, but less serious issue.

After BIOS update 1.3.7:

Keyboard / Mouse frequently hangs. It seems related to task managing as if I were wireless and lacking bandwith. If I listen to a video while at work, it happens every minute. If I close video, it happens less often.

But, I have been using the same setup since at least 5 months (XPS 9360, i7, 8gb, dual monitor, TB16) and never had any issue

If I plug USB peripheral direcly in laptop, the problem disappears.

So last week BIOS update and TB16 are not working fine.................. (those points are a clear exemple of what happens when usb keyboard hangs, I only pressed once)

Hope to have updates soon because I have other new laptops to deploy.

I tried uninstalling USB drivers, back-rolling to april drivers that worked fine etc, update everyting etc. Only the BIOS seems the problem

My system XPS13 (9360)+TB16 started showing this problem since upgrading BIOS 1.3.7 and device drivers released in late July '17. In my case the external displays are working ok, but the keyboard and mouse are very flaky and occaionally the Ethernet disconnects and reconnects.

On my system the mouse and keyboard problems seem to get worse when the (dock) Ethernet port is busy (e.g. downloading files or browsing web pages).

Sometimes the mouse or keyboard becomes totally unresponsive - resolved by disconnecting and re-connecting.

The optical USB mouse seems to be reset quite frequently - it has a connection LED that turns off and back on again regularly.

I have escalated the case to Dell support. After some discussion and reinstall of device drivers, they concluded the fix was to reinstall Windows on my system.

Just updated all 3 drivers from TB16 Support page (August 2nd). Issue is still present (every 30 seconds, my USB mouse and keybnoard hang, WIRED).

I kept BIOS 1.3.7, so I will plug my USB devices directly on laptop a bit longer, still waiting for updated drivers.

A new BIOS (2.1.0) has just appeared on the Support Downloads page! Has anyone has the chance to verify if it resolved the USB issue?

I can't do it myself as I shipped my dock for a repair :( - it looks it wasn't really necessary, if that's "only" a BIOS-related thing...

Updated BIOS 2.1.0 manually and my issue is still there... It makes me sick, it worked for months.

I updated my XPS 9350 BIOS to 1.4.18 - nothing changed, TB16 doesn't work.