Latitude

Last reply by 09-14-2022 Unsolved
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2 Bronze
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WD19 docking stations - network dropout, USB dropout across multiple models

We are facing issues with WD19s losing Ethernet connections pretty consistently and also USB dropping out randomly throughout the day.

This happens with our latitude 5400 laptops.

The issue persists after we had the motherboard and other parts replaced, 3 new WD19's, and fresh installs of OEM image and latest BIOS and drivers on laptop and dock.

The issue does NOT occur with the WD15 dock and 5400 latitude.

Dell indicated moths ago there would be an August update of the docks firmware. This has not been released.

Has Dell acknowledged this as a known issue ?- there seems to be multiple posts with this same issue with other laptop models.

We were planning on purchasing this model for our fleet...

Dell, any comment? 

Replies (393)
2 Bronze
2 Bronze
26719

We have several 7490 and brand new 7400 laptops and we are using the WD15 and WD19 docks with them. There is a rather annoying issue that we've been seeing where someone will try to dock the laptop and the light on the USB-C plug does not come on and the displays will not come on. Occasionally we will also see a message on the laptop stating that the incorrect power supply is connected. The only "fix" that we have found for this is to take another known working WD15 or WD19 and connect it to the laptop and then reconnect the non-working dock and it will light up and work normally. I have the latest BIOS and firmware updates on all the computers that I am seeing the issue with. Has anyone else come across this and found a permanent fix? Thanks in advance.

26328

I am running into a similar problem. Our brand new Latitude 7490s are connected to WD19s after we had a very high failure rate on the WD15s. The WD19s are losing ethernet connections pretty consistently and occasionally USB connections and rarely others, such as the display. These issues don't seem to happen when the users are working on the machine, rather after a long period of inactivity and the machine has gone to sleep or after a restart. The only fixes we have found so far are to unplug and plug the dock back in to the thunderbolt connection on the laptop or to perform another restart on the machine.

 

Edit: We are also running the latest firmware and BIOS on these machines.

23101

We also have the new 7400.  We are seeing a similar issue where the system screen just goes black. With the system set to "do nothing" when closing the lid, if you re-open the lid, the screen is black.  The backlight is on but no output from screen.  Sometimes happens when disconnecting from the dock as well (WD19).  

23681

Ditto.

In some cases, just reconnecting the USB-C cable will do the trick.

In other instances, we'll disconnect the USB-C cable, then the power to the Dell Dock...  Reconnect the power to the Dell Dock, followed by the USB-C cable.

22574

Having similar issues here. Trying to fully use the WD19 docking station doesn't work. A Precision 7540 WD19DC docking station and three external 4k displays. The mentioned workarounds have worked for me at times and sometime not. BIOS and video drivers, firmware are all updated. The only constant workaround that I have found is to run two DP from the dock and the third visual display from the HDMI cable port on the laptop itself. Also, having the ethernet cable connected to the laptop works with no issues.     

22304

We are also facing issues with WD19s  losing Ethernet connections pretty consistently and also USB dropping out randomly throughout the day.

This happens with our latitude 5400

The issue persists after we had the motherboard and other parts replaced, and fresh installs of OEM image.

We have also updated all BIOS and drivers.

21874

I have this issue too and after finding this thread, I've found this possible fix for Window 10.

Open the Settings panel and point your mouse to the USB section in Devices. Then untick the last box where it says Stop devices when my screen is off to help save battery.

Hopefully this fixes the issue. I'm trying to find an GPO to apply it to all of our computers.

21595

PullingMyHairOut1, I am curious if this fix has proven to help and if so did you find a GPO for the setting?

21275

Same problem here with Latitude 5491 on WD19: After more than 10 minutes on lock screen, it loses network connections.

Apparently the function "stop devices..." under Settings > USB is no longer available in Windows 10 1903.
Instead, I went to Device Manager > Network adapters > Realtek USB network controller and changed the following:

- "Advanced" tab > Idle Power Saving > Set to Disabled.

- Power Management tab > Uncheck "allow this computer to turn off this device to save power".

 

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