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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?
RoHe
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July 13th, 2022 10:00
@JeffCKF - You could use the Windows Group Policy Editor to block driver updates (blocks all driver updates) pushed via Windows Update, and disable/uninstall Dell Command Update, at least until this gets resolved.
JeffCKF
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July 13th, 2022 11:00
@RoHe I would prefer that Dell/Realtek simply fix the issue and let me complain about it until they do
Our network is all Unifi for what it's worth. Interested to hear if that's the case for anyone else with this issue.
RoHe
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July 13th, 2022 11:00
@JeffCKF Suit yourself...
Cash187
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July 14th, 2022 09:00
There might be more to this now, this was just recently published by Microsoft so this maybe more Windows or at least MS knows something about it a bit - https://docs.microsoft.com/en-us/troubleshoot/windows-client/deployment/devices-connected-via-thunderbolt-dock-not-work
Basically disconnect it and plug it back in or Reboot
Askript
2 Posts
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July 14th, 2022 09:00
Unplugging and plugging back in didn't change anything. Still showed error code in Device Manager.
Restarting helps, until next time
Nowhere in the specs sheet WD19S has thunderbolt support mentioned, only USB type C. But the symptoms are just as described.
Cash187
3 Posts
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July 15th, 2022 06:00
Correct we are seeing the same issues in our company, reboot is the only workaround to get in working again, I think this a how Windows sleep impacts the thunderbolt controller maybe. for whatever reason USB Realtek ethernet will not wake up until a reboot of the OS. In my opinion due to the power states in laptops something isn't talking back to wake up a the ethernet on the dock.
We are seeing these errors in like Windows will not retry the connection till a reboot/shutdown
https://superuser.com/questions/1644353/what-is-the-nhi-event-source-and-its-event-id-1-in-the-microsoft-windows-system
https://docs.microsoft.com/en-us/windows-hardware/drivers/kernel/introduction-to-the-directed-power-management-framework
AbyssUK
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July 28th, 2022 23:00
Hello! I have a 7420 and a WD19S (all fully updated via dell command update) and have been seeing the same drops out of the network after the machine was going to sleep... not everytime but often. A full shutdown of the pc would be required to get the WD19S 's network to be recognised in windows (unplugging/plugging back in the WD19 doesn't work).
However I recently just found a workaround... I also have a DA300 USB-C network adapter which I believe uses the same network drivers.. if you remove the WD19, then plug in the DA300.. (no need to plug the network into the DA300)... remove the DA300 and then plug the WD19 back in windows recognises the network connection. I guess the plugging in of the DA300 reinitialises the drivers ??
Perhaps a person cleverer than me knows a command line code to kill and reload the drivers ?
eekdawg
6 Posts
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August 4th, 2022 15:00
I had the same issue with a work laptop (Latitude 7420) and the WD19TB. The wired connection would work for 10m or less then drop. I updated the drivers, BIOS, etc., etc. I spent a lot of time thinking it was the Thunderbolt driver. Nothing worked.
What appears to have solved it for me was rolling back to an older version of the Realtek USB GbE driver. The version I'm now using that works is 10.47.0818.2021.
Good luck everyone, this has been a very frustrating issue that my company's tech support wasn't able to resolve either.
sspulse
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August 25th, 2022 12:00
This is happening wide spread in our environment too. Reboot PC, Redock or reboot dock usually fixes the problem, but the users are about to revolt.
RoHe
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August 25th, 2022 12:00
Did either of you try rolling back to a previous Realtek driver, as @eekdawg said above, which fixed the issue for them?
donna.fluegel-michiganair.com
7 Posts
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August 25th, 2022 12:00
This is exactly what is happening on our laptops. We have all dell docking stations and it will loss connection while working. The end user is not waking up from sleep mode. Have you found a solution?
Bogomips99
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August 25th, 2022 14:00
I had some success 2 years ago with this but due to changing work setup, I've been back on wifi for a while.
The other day I had task to upload some very large files, so decided to give ethernet a try again (via the dock). To my pleasant surprise it still worked. I've been on ethernet for a few weeks now - and not a single dropout.
My setup is a Inspiron 7490 & WD19 dock.
This was my post, which shared the settings I made, which I believe resulted in the stable operation:
https://www.dell.com/community/Latitude/WD19-docking-stations-network-dropout-USB-dropout-across/m-p/7588042#M22226
My current driver details:
Driver versions, as exported from "System Information", from insied "Dell Update" utility.
Realtek USB GbE Family Controller - 2.45.2021.0929
WD19 - 01.00.21.01
BIOS - 1.15.0
All drivers reported in "Dell Update" utility are up to date.
In Windows 10 Device Manager, the Realtek USB GbE Family Controller version is reported as:
10.48.914.2021
Reading the "important information" here https://www.dell.com/support/home/en-nz/drivers/driversdetails?driverid=3k7ff&oscode=wt64a&productcode=dell-wd19-130w-dock it looks like the latest driver for the Realtek ethernet chip on the dock is "Windows 10 - 10.52.0418.2022"
So - that means I'm not on the latest driver for this. Not quite sure which version I'm using, but you can use the numbers above to try and track it down.
My current Advanced settings for that Realtek USB GbE Family Controller in:
Energy-Efficient Ethernet: Enabled
Green Ethernet: Disabled
Idle Power Saving: Disabled
Wake on link change: Enabled
Under Windows 10 Settings > USB, I have all 3 checkboxed ticked.
Looking back at my solution above, I can see subsequent updates to Windows 10 have changed settings interfaces a bit in relation to power management, and the registry keys I had to set, to get access to the "Link State Power Management" option, have since been removed - probably via Windows updates. I think the setting which I set "Link State Power Management" to, is probably still in effect, but I'm not risking messing with the registry again and possibly breaking this.
If you are interested, here is an export of this Registry location:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Power\PowerSettings\501a4d13-42af-4429-9fd1-a8218c268e20\ee12f906-d277-404b-b6da-e5fa1a576df5
Hope this helps someone.
eekdawg
6 Posts
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August 25th, 2022 18:00
Hey RoHe, I haven’t had a single issue since rolling back the driver. Wired connection has been solid!
RoHe
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August 25th, 2022 20:00
@eekdawg Thanks of the update. Did you roll the driver back in Device Manager, or did you find a link to download this version on Dell's site?
@Bogomips99 The should be an option to enable/disable PCI Express Link State Management on the Advanced Settings screen for the active Windows Power plan.
Does everyone else have the latest firmware and drivers for their specific dock?
eekdawg
6 Posts
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August 26th, 2022 06:00
Hi RoHe,
I used Device Manager to roll back the driver. Hope this works for you as well!
Eric