Latitude 5420 having issues with WD15 Dock

Question

Hi all, I have recently had a new Latitude 5420, was formally using a 5480 without issue but this died unfortunately. Ever since getting the new laptop I am having issues with the WD15 Dock on USB-C. It appears to be dropping connection. Some background, I have two monitors and my ethernet connection going in to the Dock, and then the USB-C cable to my laptop.  The issue doesn't seem to follow any pattern, happens at random. Firstly I hear the 'hardware connection' sound you hear when plugging or unplugging something in twice (as in something is being unplugged and being plugged back in), and then whatever I am using drops, for example if I am on a Skype call the call drops, or my work VPN drops etc. Interestingly the two monitors don't drop or falter at all, which to me rules out a dodgy connection or damaged USB-C cable between the Dock and my laptop.  So far I have ran the Automatic Del Driver update utility and all of my system drivers etc are fully up to date. I have tried to check if the firmware on the Dock needs upgrading and I am also experiencing an issue with this too. When running the tool after 20 seconds it errors and says 'Error: Collecting Dock Information failed'. This happens every single time I run the utility. See attached screen grab. I should say that the Dock is functioning well 80% of the time, but this frequent random issue is really starting to affect my working day as when it happens calls drop and I have to keep calling clients back.  Any help would be really appreciated.  Thanks,

mornvall · Answer

Hi,   I have the same issue. As a workaround I connect the ethernet connection to the computer. This way the connection is stable.  Regards

DELL-Cares · Answer

We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.

PaulTacchi · Answer

I have replied to the PM, Thanks

milomex · Answer

I'm having a similar problem. Had a Latitude 5480, mine still working, which is nice connecting with the WD-15 docking station. Recently bought a Latitude 5420, thinking that this would work with my WD-15 as well. But there were some troubles (had already contact with support):

sometimes the internet connection does not work when connecting the dock. Changing the plug may help. I have the impression, that ethernet is not working, my connection stays on Wifi.
USB-devices work. Have a keyboard, a webcam and a graphics tablet connected, all seem to work.
Dual Monitor Setup (2 external HD monitors) works also.
Loading the battery over USB-C works also.

Firmware update does not work using the 5420. With the 5480 it was no problem, but I noted that the last firmware was already installed.

Would be great if Dell would provide a new firmware which addresses this glitch. I am willing to buy a new docking station (actually I ordered it already, but delivery time is high...), but I would highly appreciate if I could keep using the WD-15 too.

PaulTacchi · Answer

You have literally just explained my exact issue! So I am not alone

Romikay · Answer

Hi If you have solution for this problem? I have 150 laptops 5420 for my company and i have same problem with wd15 dock connections lan  drop same times

Michele Berardo · Answer

I've have exactly the same issue. Has someone fixed it?

moe010 · Answer

I too am having the same issue.Can Dell provide some direction? Dock firmware tool gives the same error.

DELL-Chris M · Answer

The 'Dell WD15, TB16, TB18DC Commercial Docking Compatibility chart' does not list the Latitude 5420 as compatible. Note the Rugged 5420 is not the Latitude 5420. The 'Commercial Docking Compatibility chart' does list the Latitude 5420 as compatible with the WD19, WD19S, WD19TB, WD19TBS, WD19DC, WD19DCS.

Michael__D · Answer

Chris,

I'll take it up with my rep but a once and done dock is not an acceptable solution - I have 3 palettes of 5420s I'd kindly like to send back.

Any roadmap on when you will drop support on future systems for my WD19, WD19TB, and WD19TBS docks?

Feel free to reach out, my number's on the linked premier account.

Regards,

Mike

moe010 · Answer

We are in the same boat. WD15 has been nothing but trouble with the 5420s. Cannot run the firmware update utility. Getting the same error as everyone else. We will move to a different vendor if this does not get resolved. I buy truck loads of these Dell laptops every year. Maybe HP will provide better support?

Andy Tx · Answer

Paul have got issue fixed? I came across feed by luck and I have connectivity issues and experience the same issue with connection drops and then reconnects within a minute but screws up for webex meetings. Numerous tickets with Dell support who my employer uses and nobody has figured it out. I am using a WD15 dock and other coworkers but I am the only one having issues. I swapped docks and that didn’t solve it and Ethernet cables and ports so this may have enlighten me that dock isn’t fully compatible. I am going to hook my Ethernet direct to computer see if that works because everything else seems to work off the dock. Also going to try WiFi to see if that works as well.

Adku · Answer

I also encountered similar issue and it seems it concerns every single 5420. Ethernet connectivity drops for around 10 seconds. It's extremely annoying during Teams calls. Switching to WiFi or connecting ethernet directly to a PC seems to be good workaround but it's not a solution. I tried BIOS updates and firmware updates on a docking station what didn't help. I did it like two months ago though, so if anything new update wise appeared then I have not tested.

romapepo · Answer

Hello:

I'm having the same issue on a brand new Latitude 3420, not only with the wd15 but any other USB-C "docking station"/Dongle/Adapter.

The Ethernet connection drops and will not come back up.

I have the same D15 on my 5480 and I have never experienced this issues.

One thing I have enable on the bios is to allow the Dock to manage the system. This option seems not to be available on the 3420 Bios.

I'll gladly provide any TAG numbers if needed.

Today I swapped my D15 for the one used on the 3420 and I've been working with no issues ... yet.

Is there something on the Laptop Bios that cause this behavior ?

Thanks for your time.

DELL-Jesse L · Answer

romapepo,

We have the latest BIOS version 1.14.1 from our website.

If this helps let us update the system BIOS (Firmware), Chipset, network, and docking station drivers.

Please click on the link below and select drivers and downloads. Click on find drivers. Select categories one by one, and update the list of drivers available.

The link: https://dell.to/3IL1KqK

Once these drivers are updated, please restart the system and check if the issue persists

Latitude

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