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Last reply by 09-14-2022 Unsolved
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2 Bronze
2 Bronze
124314

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
15605

Same here.  We order 5591 Latitudes along with WD19 180W "docks".  Two out of the three users are now experiencing drops in hard wired network.  I have a lot more of these to deploy and this is going to get messy if the docks are all bound for failure.  After the abysmal experience we had with the WD15 and our 5580 Latitudes, this is not something that I want to inform the higher ups about.

Laptop 1 has the CAT6 plugged directly into the laptop and does not exhibit issues.

Laptop 2 currently has the CAT6 plugged into the dock.  USB Selective Suspend is turned off in power, Power Management on the Ethernet port has been disabled.

All drivers are current through Dell Command Update.  Currently waiting to hear from Laptop 2 while building the rest of these machines.

16765

The dock for Laptop #2 still dropped network.  I have now enabled the Block Sleep option in BIOS, and disabled the Power Management for the PCI Express Link State in the active Windows power options profile.  The WD19 180W dock is quickly becoming worse the the WD15.

7871

I have the same issue.  Updated all drivers and BIOS.  swapped CAT5 and port.  turned off power saving settings on all applicable NICs. 

16698

Hi all,

My colleague Alan is out of the office this week, however we have had an update from our Engineering teams regarding this issue.

They are currently still looking for the root cause of the issue itself but have advised that disabling Link State Power Management as @Artreas has done should function as a workaround until they have addressed the root cause.

To do this in Windows 10, search for Settings > click System > click Power & sleep > Additional power settings > Change plan settings (next to your currently selected power plan) > Change advanced power settings > scroll down to PCI Express and click the + sign > click the + sign next to Link State Power Management and set On battery and Plugged in to "Off" > Click Apply.

LinkState.PNG

 

 

 

 

 

 

 

 

 

 

 

 

 

@Artreas - if you please let us know if disabling Link State Power Management has helped, it would be greatly appreciated.

John C

Dell EMC
| Commercial Social Media Quality Lead

7833

Yes I have the same issue with the WD19 and WD15 docks.  I have tried all the fixes mentioned and none of them are permanent. Only way I could get one user to consistently stay connected to the network was to plug ethernet cable directly into the laptop. I tried swapping the power supply, the dock, the network cable, I set the power options to never ever have the laptop go to sleep, and I turned of the energy saving options on all the ethernet devices on both the built in and the NIC in the dock.

All to no avail.  Come on Dell - in the first 6 months with these new USB-C model, I have have spent more time trouble shooting these than the previous 8+ years of the previous Dell docks.  Make these things work!!

7754

Same problem here with an WD19 and E5401 laptop.

Updated all drivers, set the power saving shit to disable but no go.

The only stable ethernet connection is the one op the laptop.

Come one Dell this MUST be fixed.

16925

John,

I do not see the PCI Express option listed in my Power Settings and I am logged in as Admin.  Can you advise?  Screenshot is attached.Power settings screenshot

7928

I have a Dell 7740 and a WD19 which also have the same issues. 
Also all my drivers and BIOS is up to date. 

The dock generates more effort than it can safe. I currently thinking about to send my dock back to Dell.

You can't find any information about this topic expecting this thread. So I don't know if DELL is aware of this hudge problems.

 

Also when I start my pc (only my WD19 is connected) I get the error message 

"Multiple docking stations are not simultaneously supported. Disconnect additional docking stations.
Your dock connection has limitation. To continue operating normally, your system may draw power from your system battery. Please make certain both docking cables are securely connected to your system for full functionality."

 

If I press F1 to reboot it starts "normally" withtout touching any connected cable.


I'm a really disappointed.

17049

@kdhatt2 I would recommend trying the following steps outlined in this non Dell link - https://www.tenforums.com/tutorials/100629-remove-link-state-power-management-power-options-windows-...

I look forward to hearing how you get on after trying the above.

Alan

DELL-AlanD
Social Media Support
#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
Get Support on Twitter @DellCaresPro

19640

Hi everyone, 

I have merged two threads together that outline the various issues being encountered with the WD19 docking stations.  Here is the information we have on the problem so far :-

Platforms Affected
As we understand it the issue is not system specific, it affects multiple models across the Latitude and Precision platforms.

Docking Stations Affected
Its currently affecting the following WD19 docking stations - WD19DC and WD19SC. I have had no reports of the TB version being affected. This doesn't affect the WD15 docking station. Multiple users have confirmed the system don't exhibit the same problems when using the systems with WD15 models.

Issues seen so far
Network drop off is the most frequently seen issue. The system will lose the ethernet connection frequently and can happen within a few minutes or after a few hours of use.
There have also been mentions of USB device functionality dropping off via the docking station. Sometimes this will result in an error message appearing.

The latest information I have is that engineering are investigating the issue.

A proposed workaround of disabling Link State Power Management has been suggested as follows until we provide a fix:-

To do this in Windows 10, search for Settings > click System > click Power & sleep > Additional power settings > Change plan settings (next to your currently selected power plan) > Change advanced power settings > scroll down to PCI Express and click the + sign > click the + sign next to Link State Power Management and set On battery and Plugged in to "Off" > Click Apply.

 

image.png

If you find that this power management setting option is missing please try the following :-

Open up an elevated command prompt
Click on Start > Type CMD > Right click on Command Prompt and select "Run as Adminstrator"

Type the command below you want to use into the elevated command prompt, and press Enter.


(Add - default)
powercfg -attributes SUB_PCIEXPRESS ee12f906-d277-404b-b6da-e5fa1a576df5 -ATTRIB_HIDE
 
Exit the command prompt and then check the power management settings 
 
As soon as I can provide more information I will post back on the thread.
Alan

DELL-AlanD
Social Media Support
#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
Get Support on Twitter @DellCaresPro

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