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Last reply by 08-04-2022 Unsolved
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116135

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 (383)
12463

@Dell-Alan D Your description is correct. We are using Reg Type No: K20A001\Reg Model: K20A. I have not tried switching docks between users. I'm aware of 4 users that have reported the same issue with the WD19 dock when the machine is docked and connected via wired and they need to connect to it via RDC from another machine. Dropped connections that require reconnecting via Remote Desktop. I resolved the issue by switching two of those users to the remaining WD15 docks we had in stock. Thanks.

12493

@Gabe_ thanks for chiming in.

Can you help me out with some additional details please -

a) What model of WD19 are you using?
b) If you test the dock on another system, does the fault follow the dock?
c) What version of the Gigabit Ethernet driver are you running?
d) How long has the issue been occurring for?
e) Has the dock been tested on multiple networks for the same issue?
f) Does the system maintain a network connection if you run on wireless only?
g) Are you running the latest BIOS and drivers on the system?
h) Do you have any issues relating to USB dropout on the system also?

I'll drop you a private message to get your tag details.

Alan

DELL-AlanD
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12527

I'm here to chime in and say we're suffering the same here for the 1 user that has a Latitude 5500 and WD19 dock.  I'm willing to test anything as well -- I swapped the dock out for a new one today thinking it's a bad dock, then found this post.

 

Please let me know if you'd like me to test as well.  

 

Thx

12556

@medavies thanks for that. Speaking to engineering they have advised that the issue you are encountering is different from the one that they are investigating as there are no error messages displayed or additional droupouts of USB. This issue seems solely connected to the wired network connection through the dock.

Can you advise the exact model of WD19 dock you are using also please.

Summarising what we have discussed so far this is my understanding - 

Multiple systems connected to the WD19 docks drops connecting the wired connection and switches automatically to the wireless connection of the laptop without much observation from the users.

The latest Gigabit network driver for the docking station has been tested along with the previous revision - makes no difference, the laptop still loses the wired connection via dock.

If the users connects via wireless on the laptop, the connection is maintained.

Switching the users to WD15 dock, the wired connection has remained stable.

All other drivers and BIOS are up to date.

Have you tried switching WD19 docks between users to see if that makes any difference?

I have a network diagnostic tool that I need to send you, I am waiting on instructions on how to use it from engineering. Once I have it I will send it on.

Alan

DELL-AlanD
Social Media Support
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I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
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13176

This is my forth time trying to post this...

3.12.002
Firmware name:
Original version: 3.12.002
Payload version: 3.12.002

40537

My apologies, I thought I'd already posted a reply. Output of update.log after running 'DellDockingStationFwUp_1.0.6_12052018_WD15.exe /componentsvers' is below:

3.12.002
Firmware name:
Original version: 3.12.002
Payload version: 3.12.002

40637

@medavies it's strange that it appears to work perfectly fine without issue on the WD15.

Can you advise what firmware you are running on the WD15?

USB-C/Thunderbolt Docks: Checking the current firmware version on your wired dock

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

40687

@medavies thanks for confirming what we pretty much suspected that it is connected to the WD19 docking stations. I'll pass this additional info on.

Alan

DELL-AlanD
Social Media Support
#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
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40709

These users work both on their docked laptops locally as well as remotely and there have been no reported connection drops (or USB drops) when working locally. As I mentioned, my guess is they are unaware the machine is dropping wired and picking up wireless as it's relatively seamless to the user. Switching the two users I'm currently working with to the WD15 dock appears to have resolved the issue with remote desktop sessions dropping so the issue would appear to be isolated to the WD19 dock. They are both using the most current version of the Realtek USB GBE Ethernet Controller Driver (10.33.0419.2019).

I have also not heard of any connection drops when only on wifi such as working from home or away from their desks.

40744

@medavies is there a way to potentially rule out the remote connection being at fault here?

Could you get a user to use the system but without the remote connection to see if it still loses the connection?

If a user used the system connected to their home network at the weekend without the remote connection for example.

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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