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Last reply by 09-14-2022 Unsolved
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137601

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)
2209

I have a new Vostro 15.   I had a WD19 dock that was dropping internet connection intermittantly.   USB seemed solid.  I upgraded the firmware to no avail

Then the USB-C connector broke and I now have a brand new dock replaced under warranty.  It has 01.00.15.01 which I think is the latest firmware.  It too drops the internet ethernet connection.  If I unplug and reseat the USB-C it connects again

Can someone confirm that 01.00.15.01 is the latest firmware?

Thanks

2207

Hi 

I using the latest firmware and it doesn't help.

Dell is trying to help me on this.

2116

Hi,

Just dropping a message as we are awaiting a response from our team. We will keep you posted on the update soon.

-Supriya


#IWork4Dell
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If still under warranty, click the "Get help now" icon on the right to start a live chat session. To send us a private message, click our DELL-Cares username. Our Forum profile page will then appear. On the right, click "Send this user a private message".

4819

same problem here, and I see 1.5 years passed without a solution. 

I got WD19 with xps 7590.

In the meantime I've made this simple command to quickly reset my lan without detaching cables:

netsh interface set interface name="ethernet" admin=DISABLED & netsh interface set interface name="ethernet" admin=ENABLED

For it to work you'll have to match the name of your network interface, mine is called "ethernet".

You can double click on it as a batch file or have a hotkey like I did using autohotkey.

 

1898

Any update? Thanks

2089

If still under warranty, click the "Get help now" icon on the right to start a live chat session.
Find your Service Tag

1995

I have had this issue for about a year now. Lattitude 7400 and WD19 on latest FW and drivers. WD19 disconnect USB devices mainly during teams Video calls.  When this happens I get   Event 1001 in Windows Application Log

Which looks like USBHUB3 driver crash. It never happens at home when I am connected to U2025 monitor via USB-C. Only happens with WD19

Fault bucket , type 0
Event Name: LiveKernelEvent
Response: Not available
Cab Id: 0

Problem signature:
P1: 144
P2: 3003
P3: fffff4802030f5b0
P4: 40010000
P5: 0
P6: 10_0_19042
P7: 0_0
P8: 256_1
P9:
P10:

Attached files:
\\?\C:\WINDOWS\LiveKernelReports\USBHUB3\USBHUB3-20210423-1353.dmp
\\?\C:\WINDOWS\TEMP\WER-757011718-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER5377.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER53A7.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER53B5.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER5462.tmp.txt

 

2676

Hi,

We have been experiencing network slowdowns for a couple of weeks but 2 days ago our networks crashed in multiple departments as if there was a network loop somewhere. We discovered that the issue comes indeed from laptops turned off and plugged to WD19 docking stations. We have hundreds of users that were unable to work because of it for more than a day! 

We now have raised this problem to our Group ITO and guess what, we're discovering more and more sites having this same issue..

I think this should be taken more seriously and have it patched urgently as there are companies losing money -literally- because of it!

MD

 

2657

User_MD,

Make sure you update the drivers and firmware, with the laptops plugged into the docks. Install and run the Dell Command update software, because that's the only way to catch everything.

If this doesn't fix it, you could have a bad dock. We've had two so far, that the Dell updates didn't resolve everything. Ours were still under warranty and Dell didn't give us any problem to replace them. We haven't had any issues with the 'new' docks.

2157

Andrew Naydonov,

In all the problems we had, we never had a usb3 driver crash. You may have to completely uninstall your USB drivers and reboot. It's a pain, but I have run into this problem with Dells before and this usually fixed it. Give that a try...it can't hurt.

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