Latitude

Last reply by 09-17-2021 Solved
Start a Discussion
3 Argentum

WD19TB - 7490 - Dual 4k at 60hz - Impossible?

I picked up one of the new WD19TB Dell docks and hooked it up to a nearly-new 7490 with TB3. I tried every combination of HDMI and Diplayport (WD19TS has dual DP and HDMI, my monitors have both DP and HDMI) and cannot get this dock to talk to my 4k monitors at 60hz. They only go as high as 30hz.

I have a Caldigit TS3+ dock which hooks up to this same 7490 via TB3, and runs dual 4k at 60hz without a problem. I just can't get the new Dell WD19TB to do it. What am I doing wrong?

Solutions (2)

Accepted Solutions

@dell1338  as indicated in the WD19TB's documentation on support.dell.com, if you want to run 4K 60 Hz on two displays, one of them has to be connected via the dock's "upstream" Thunderbolt port using something like a USB-C to DisplayPort cable.  Make sure you do NOT use the dock's USB-C port next to the HDMI output.  The upstream Thunderbolt port is on the far end of the dock.  If you want the gory details, I did an explainer thread about the WD19TB's supported resolutions here that discusses why this is required, among a few other things.


View solution in original post

Dell Accepted Solution

@dell1338 here's a summary of what works for my organization's laptops:

  • Two LG 4k monitors with DP inputs
  • Two CHOETECH USB-C to DisplayPort cables (search amazon) 
  • WD19TB (usb ports used for mouse/keyboard)
  • TB3 enabled laptop like the 7490 running updated Windows 10

Plug the DP end of the cables into the monitors, then plug the USB-C end into the two places on the dock. Ignore the dock's HDMI and DP ports.

With this setup its been working out of the box at 4k/60hz for both monitors. I just got done setting up 10 workstations this way and didn't have a problem with any of them. The only goofy thing is that the user needed to run the ThunderBolt software in Windows as Administrator to "Always Allow" the WD19TB.

 

View solution in original post

Dell Accepted Solution
Replies (73)
2 Iron

Dual 4K 60Hz is not possible through the DisplayPort outputs on the Dell WD19TB dock. This I find odd to say the least as it's a step backwards from the older Dell TB16 dock with which you could get dual 4K 60 Hz via the DisplayPort outputs.

To get dual 4K 60Hz you'll either need to:

  1. Buy a notebook that supports HBR3 (very niche right now)
  2. Buy a USB-C to DP adapter to workaround this (your mileage may vary)
  3. Buy a dock that supports dual 4K 60Hz without needing to do 1. or 2. such as the Dell D6000 https://www.dell.com/en-us/shop/dell-universal-dock-d6000/apd/452-bcyt/pc-accessories

 


@jimaah wrote:

Dual 4K 60Hz is not possible through the DisplayPort outputs on the Dell WD19TB dock. This I find odd to say the least as it's a step backwards from the older Dell TB16 dock with which you could get dual 4K 60 Hz via the DisplayPort outputs.

To get dual 4K 60Hz you'll either need to:

  1. Buy a notebook that supports HBR3 (very niche right now)
  2. Buy a USB-C to DP adapter to workaround this (your mileage may vary)
  3. Buy a dock that supports dual 4K 60Hz without needing to do 1. or 2. such as the Dell D6000 https://www.dell.com/en-us/shop/dell-universal-dock-d6000/apd/452-bcyt/pc-accessories

 


@jimaah  I agree that the port restriction on dual 4K 60 Hz seems odd, especially given that it didn't exist on the TB16, which is partly why I wrote the thread I linked in my post above to explain what's going on.  Your alternative options are all correct, but it's worth pointing out that the D6000 option carries a lot of other ramifications.  First, it will limit you to 60W charging, whereas the WD19 family can supply 90-130W depending on the system and the AC adapter wattage driving the dock itself.  And second, the D6000 uses a DisplayLink chip rather than native GPU output, which has a LOT of potential drawbacks that might affect people's use cases.  I wrote about those in this thread, specifically the post marked as the answer.  So yes, it might be a viable option for some, but that option should include some asterisks when it's mentioned.


Moderator
Moderator


@decker12 wrote:

I picked up one of the new WD19TB Dell docks and hooked it up to a nearly-new 7490 with TB3. I tried every combination of HDMI and Diplayport (WD19TS has dual DP and HDMI, my monitors have both DP and HDMI) and cannot get this dock to talk to my 4k monitors at 60hz. They only go as high as 30hz.

I have a Caldigit TS3+ dock which hooks up to this same 7490 via TB3, and runs dual 4k at 60hz without a problem. I just can't get the new Dell WD19TB to do it. What am I doing wrong?


Hi @decker12 according to the WD19TB spec sheet the system will support dual 4K monitors @60Hz on the conditions that the laptop is connected via Thunderbolt, not USB-C. The USB-C systems won't support that config.

The caveat to using thunderbolt is that in order to run dual 4k 60Hz one of the monitors has to be connected to the dock via USB-C. Here's the link to the spec sheet, notice the 2* next to the 4K dual display and the following footnote for it - ** Requires one (1) 4K display connected to the TBT3 USB-C interface

https://www.dellemc.com/resources/en-us/asset/data-sheets/products/electronics-accessories/dell_thun...

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

Thanks for the info @Anonymous and @jimaah . Our 7490's do have TB3 (not just USB-C) so it's connected to the dock properly via TB3.

I noticed on the back of the dock there is a USB-C connector with a DisplayPort logo on it. Is that the port I need to use?

That being said, my LG monitors only have the large DP connector and HDMI. Do I just get a cable that converts DP to USB-C, and then use HDMI for the 2nd monitor? Or do I need something special other than a converter cable to make that happen?

Another question: The LG monitors I am using have HDR built into them, something I don't need to use. Any chance that is causing problems with the TB3 bandwidth?


@decker12 wrote:

Thanks for the info @Anonymous and @jimaah . Our 7490's do have TB3 (not just USB-C) so it's connected to the dock properly via TB3.

I noticed on the back of the dock there is a USB-C connector with a DisplayPort logo on it. Is that the port I need to use?

That being said, my LG monitors only have the large DP connector and HDMI. Do I just get a cable that converts DP to USB-C, and then use HDMI for the 2nd monitor? Or do I need something special other than a converter cable to make that happen?

Another question: The LG monitors I am using have HDR built into them, something I don't need to use. Any chance that is causing problems with the TB3 bandwidth?


@decker12 that is correct regarding the port. This is the link to the Ireland website but it will give you an idea of the adaptor you need and the part number - https://www.dell.com/en-ie/shop/dell-adaptor-usb-c-to-displayport/apd/470-acfc/tvs-home-theater

I can't honestly say if the HDR feature would have an impact on the TB3 bandwidth, however if you connect up the displays as described for 40Hz I shouldn't then see there being a problem with the bandwidth. Have you tried disabling HDR from the monitor menu?

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

Thanks @Dell-Alan D 

Is there something special about that adapter? I ordered a cable from amazon that was USB-C and DP, and said it was 4k @60hz. Link is here:

https://www.amazon.com/gp/product/B01N11K30W/ref=ppx_yo_dt_b_asin_title_o01_s00?ie=UTF8&psc=1

I'm hoping that's the equivalent of that Dell adapter, both because I already ordered it, and I'm not a fan of propriety adapters. 

I also noticed the TB3 cable is longer on the TB19TS. Any idea why/how it's longer than what was shipped with the TB16s? I was told in the past that the TB16 cable was so short because of limitations of power delivery.


@decker12 wrote:

Thanks @Dell-Alan D 

Is there something special about that adapter? I ordered a cable from amazon that was USB-C and DP, and said it was 4k @60hz. Link is here:

https://www.amazon.com/gp/product/B01N11K30W/ref=ppx_yo_dt_b_asin_title_o01_s00?ie=UTF8&psc=1

I'm hoping that's the equivalent of that Dell adapter, both because I already ordered it, and I'm not a fan of propriety adapters. 

I also noticed the TB3 cable is longer on the TB19TS. Any idea why/how it's longer than what was shipped with the TB16s? I was told in the past that the TB16 cable was so short because of limitations of power delivery.


@decker12 it's the official Dell one which has been tested and guaranteed to work on your system. Whilst the third party cable should work, we can't guarantee it will.

The cables are now interchangeable depending on how much performance you require from the dock. The dock itself doesn't change now and the cables can be upgraded. They have designed it to be future proof. More info can be found here - https://www.dellemc.com/resources/en-us/asset/data-sheets/products/electronics-accessories/dell_thun...

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

Thanks for the update. I have purchased the WD19TB which according to the PDF, should also be charging my 7490s. Is the "WD19TB" the same base unit as the other WD19's, but just with a different cable side-box coming out of it?

I'm still curious how they charge the laptop with the longer cable. I was told time and again that the shorter cable on the TB16's was because of the power delivery needs. 

I really, really, REALLY miss the e-port docking solutions. That was such a simple, elegant solution. User gets into the office, clicks in, monitors wake up, and they're done.

You have no idea how much time and energy I've put into solving this docking problem so my laptop users can have multiple monitors. The TB16 was an unmitigated disaster in our environment, with the sole benefit that it had a power button which helped wake closed laptops. I have literal stacks of dead or malfunctioning TB16 docks, a couple months out of warranty, all waiting to be e-wasted. In the meantime I've bought and tested several brands of 3rd party docks, and sadly the one that works great still has trouble on Windows 10 consistently getting 60hz on dual 4k.

Reason I mention the TB16s is that I am holding some hope that the TB19s will behave better. I already like the new TB19 form factor and the longer cable, now I just need to figure out this 60hz at dual 4k and I'll be in business. I'll know more when my DP to USB-C cable arrives later today.

 


@decker12 wrote:

Thanks for the update. I have purchased the WD19TB which according to the PDF, should also be charging my 7490s. Is the "WD19TB" the same base unit as the other WD19's, but just with a different cable side-box coming out of it?

I'm still curious how they charge the laptop with the longer cable. I was told time and again that the shorter cable on the TB16's was because of the power delivery needs. 

I really, really, REALLY miss the e-port docking solutions. That was such a simple, elegant solution. User gets into the office, clicks in, monitors wake up, and they're done.

You have no idea how much time and energy I've put into solving this docking problem so my laptop users can have multiple monitors. The TB16 was an unmitigated disaster in our environment, with the sole benefit that it had a power button which helped wake closed laptops. I have literal stacks of dead or malfunctioning TB16 docks, a couple months out of warranty, all waiting to be e-wasted. In the meantime I've bought and tested several brands of 3rd party docks, and sadly the one that works great still has trouble on Windows 10 consistently getting 60hz on dual 4k.

Reason I mention the TB16s is that I am holding some hope that the TB19s will behave better. I already like the new TB19 form factor and the longer cable, now I just need to figure out this 60hz at dual 4k and I'll be in business. I'll know more when my DP to USB-C cable arrives later today.

 


Is the "WD19TB" the same base unit as the other WD19's, but just with a different cable side-box coming out of it? - That is correct. There are a few different models available depending on the type of connection you want i.e TB or USB - C and whether you require more power i.e high end Precision, but the differences now are the cable connected, not the dock itself.

I know what you mean about the e-port docking stations, however technology changes and we have to move with it. These new docks have a much smaller footprint and dont require docking station ports to be integrated anymore. We have learned alot in the last few years with the TB16 and WD15 docks hence the redesign to take this into account. What I will say is that alot of the issues with the TB16 were driver and configuration related and once we released the install guide detailing the exact steps and what drivers needed to be installed in what order, we saw a significant drop in support requests for them.

I hope your cable works without issue, in theory it should and I expect it to. Keep me posted with your findings.

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

Top Contributor
Latest Solutions