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Last reply by 09-17-2021 Solved
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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?

Replies (73)

Good day,

I have a WD19TB dock, new XPS lap top and dual Dell UltraSharp 27 4K Monitor - U2718Q. How can I get them to work at 60hz?

Cheers,

Sean

@decker12  that's a good call-out that if you're using ONLY the USB-C outputs, you can use both the "upstream" TB3 port and the USB-C port.  But if you're one display on HDMI or DP, the other one has to use the "upstream" Thunderbolt port.

The reason you need admin rights to set "Always allow" is because that constitutes a system-wide change, whereas "Allow once" only applies for the duration of the connection.  The "Allow once" option might even only apply while that user remains logged in, although I haven't checked that.


@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.

 

Dell Accepted Solution

@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.


Dell Accepted Solution

@dell1338 looking at the specification document for the WD19TB to get 2 x 4K monitors @ 60hz you need  - "Requires one (1) 4K display connected to the TBT3 USB-C interface"

I took that info from page 4 of this - https://www.dellemc.com/resources/en-us/asset/data-sheets/products/electronics-accessories/dell_thun... 

Have you tried connecting one of the monitors directly to the dock via USB-C rather than display port?

Alan

DELL-AlanD
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#IWork4Dell
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Hello, I came across the same Problem. Have two 4K monitors connected with Display Port and only get 30Hz on both. Now I ordered a DP(Monitor) to USBC(Dock) cable and yet it still just outputs 30Hz for both. With only one monitor connected DP(Monitor) to USBC(Dock) I get 60hz. What am I missing? I am not using the Laptop Monitor at all

For what it's worth, it's possible to disable Connected Standby with a registry change as described here.  It would be easy to set that via Group Policy if you wanted to roll it out into production.



@decker12 wrote:

So far so good with that 2nd WD19TB. I've actually ordered two more docks that I'll roll out to two more users who also have fresh 7490's.

As for the original 7490 in my post, unfortunately that user has moved to another physical location so I don't have eyes on it like I used to. He's a user with some decent computer knowledge so he'll keep me in the loop with any strange things he's experiencing.

I do want to add that the monitor power on/power off/sleep on/sleep off problem I wrote about above - I remembered that I saw this same activity on another 7490 which is about a year old. Was driving the user nuts because the LG monitors make a little "beep" sound when it comes in and out of sleep, so when she wasn't in her office it would drive her office mates crazy with the constant beeping. 

I have a suspicion that if I poll the other 7490 users they may be experiencing the same thing, but either write it off or don't have their computer sleeping often enough to notice it.

So that data would negate it being the motherboard or Windows 10 installation, because it's the same activity on at least two 7490's, and one of the 7490s is at least a year old. I do not recall the docking solution for that older 7490 however.


@decker12 that's good to hear the other systems are working fine and you have another few ordered. 

Regarding sleep mode / standby / hibernate, this modern standby option has caused numerous problems and I have noticed a significant increase in issues relating to them that are very difficult to troubleshoot or resolve. The logical troubleshooting gets carried out, settings changed etc and customers either stop advising of the issues or end up persevering with it. The majority of the customers that I have assisted with issues do relate to notebooks and docking stations. It doesn't appear to be an issue with desktop systems.

If you need further assistance, you know where to find me.

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

So far so good with that 2nd WD19TB. I've actually ordered two more docks that I'll roll out to two more users who also have fresh 7490's.

As for the original 7490 in my post, unfortunately that user has moved to another physical location so I don't have eyes on it like I used to. He's a user with some decent computer knowledge so he'll keep me in the loop with any strange things he's experiencing.

I do want to add that the monitor power on/power off/sleep on/sleep off problem I wrote about above - I remembered that I saw this same activity on another 7490 which is about a year old. Was driving the user nuts because the LG monitors make a little "beep" sound when it comes in and out of sleep, so when she wasn't in her office it would drive her office mates crazy with the constant beeping. 

I have a suspicion that if I poll the other 7490 users they may be experiencing the same thing, but either write it off or don't have their computer sleeping often enough to notice it.

So that data would negate it being the motherboard or Windows 10 installation, because it's the same activity on at least two 7490's, and one of the 7490s is at least a year old. I do not recall the docking solution for that older 7490 however.


@decker12 wrote:

I also plugged in another user with a new 7490, the same model of 4k LG monitors, and a new WD19TB using two new DP to USB-C cables.

Happy to report that it worked perfectly on the first try. Both monitors lit up at 4k and 60hz without any screwing around with the display properties.


@decker12 how is that second system after powering it on after the weekend, did it work correctly?

What do you want to do about the original 7490 that doesn't want to retain it's settings? It's either an OS issue or a motherboard issue. My thoughts are it's more than likely to be an operating system issue at this point. 

Would you willing to try an OS refresh or a clean install and see if it works after that?

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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