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Re: Dell Precision 7540 and WD19DC Network issues

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@AGTimH is the docking station with the network problem the same one that is giving the insufficient power error message?

As per my last message can you help with these troubleshooting steps please

Have you tried the dock on another network?
Have you tried another network cable?
Have you tried connecting the dock to another system?
Are you running the latest firmware and network drivers?
Were the drivers installed in the correct order?
Has the network port ever worked on the system?

Alan

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mborgwardt
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Re: Dell Precision 7540 and WD19DC Network issues

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I believe you misread a number of details in my post. To repeat, the model is a Precision 7740. It wasn't a single network light I was referring to but the dual USB C connector.

At this time, I haven't seen the one light vs two issue in the last few days, but one user consistently has issues with the wired network not working. We have tried multiple docks on his 7740 but he still has the same network issue. Sometimes undocking and redocking will fix it, sometimes it doesn't. Sometimes power-cycling the dock will fix it, sometimes it doesn't. I have seen the same problem on at least one other 7740.

The WD19DC comes with a 240W adapter. To my knowledge it doesn't come with a different, small sized adapter. Obviously the wattage error was due to only one of the lights on the dual USB C connector being lit.

I checked for firmware updates for the dock and there are only two driver updates (network & audio). I installed both drivers but it didn't help the network issue.

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JJonesCGS
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Re: Dell Precision 7540 and WD19DC Network issues

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I'm experiencing all the same issues with a brand new Precision 7740 w/WD19DC docking station. I even tried a second dock, no change.

The network issue appears to be related to the Realtek USB Ethernet Controller. At least for me anyways. It crashes and the network stays unavailable until after a power cycle. I've tried the newest drivers from Realtek (10.34) but that didn't fix my issue...

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Re: Dell Precision 7540 and WD19DC Network issues

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@mborgwardt apologies for the oversight. I mixed up the docking stations, previous TB docks required both ac adaptors to be connected for maximum performance on Precisions, however this has been addressed by the dual power connector on the WD19DC.

Re one user with network problems - that's the issue that is currently being investigated by engineering. Those troubleshooting steps are consistent with what others have tried. 

I'm still concerned about the power cable issue. I'm tempted to send out a replacement cable to see if that resolves the power cable issues. Would you be willing to try that?

Alan

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Re: Dell Precision 7540 and WD19DC Network issues

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@JJonesCGS thanks, It's my understanding also that the network driver is the cause of this issue. Although some customers have also been experiencing issue with USB dropout also. There could be more to it than just the network driver.  Engineering are currently investigating the issue.

As soon as I know anymore information I will post it on here.

Alan

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dahunt
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Re: Dell Precision 7540 and WD19DC Network issues

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Might as well feed the fire and maybe we can get these problems resolved!

We (at work) have several 7740 all using WD19DC docks.  All of the docks have dual Dell U3219Q monitors attached as well as wired ethernet.  We continuously have the same 3 problems with the docks

1. The docks start up with only one side of the dual usb-c connectors powered.  This causes boot up errors or if laptop is already booted and dock is applied, the laptop battery dies in a couple of hours due to lack of wattage.  We can usually rectify the issue with the power by unplugging and re-plugging the 220W power supply to the dock.

2. Often when we cycle the power to the dock, this results in the ethernet not port not being detected.  Our solution is to keep cycling the power to the dock until everything is working.

3. Like above, we have issues with the monitors connected to the dock.  We will often experience them blanking or have images start rolling horizontally.  our solution... cycling the power to dock until everything works...

Anyhow, hopefully this helps find a solution

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fluor2
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Re: Dell Precision 7540 and WD19DC Network issues

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we have the same issue.we have about 40 Precision 7540's and a lot of WD19DC dockings. We would like to urge Dell to prioritize this.

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Re: Dell Precision 7540 and WD19DC Network issues

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@dahunt thanks for your contribution. Looking at your the issues you have described and the troubleshooting carried out, I believe the network drop out issues are the same as the others have been experiencing, however the video loss has never been mentioned.

It's also never been brought up with engineering either. From our extensive investigations into dock fault finding, we have found very few failures being related to the dock itself. It's been driver or configurations issues.

My suggestion here would be to work through the following troubleshooting guide, following the exact order for driver installation and then the troubleshooting steps for each fault.

https://www.dell.com/support/article/us/en/04/sln316828/how-to-use-and-troubleshoot-dell-docking-sta...

If you are still having problems with video and power after that, please get back to me and I can look into this further.

 

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jtroyer
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Re: Dell Precision 7540 and WD19DC Network issues

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Go into your advanced power settings and under PCI Express change your  Link State Power Management settings to Off for both battery and plugged in states (you can probably just do plugged in as that's when the dock will be connected).

This is a workaround until Dell actually fixes the issue.

screengazer2
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Re: Dell Precision 7540 and WD19DC Network issues

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Just wanted to chime in "Me too!"

I have a single 7540 laptop with three WD19DC docks and I experience Ethernet drop on all of them. Single-cable connection issue comes up as well, but luckily rarely enough, so I remedy it by power cycling the dock. I tried the suggested PCI Express Link State Power Management setting (off), the Ethernet is holding up so far (2 days). Lets see if it solves the issue.

However, I also experience USB connection drop when I copy files from one dock-connected USB drive to another. It never happens when I connect both USB drives directly to laptop ports. Following the PCI Express example, I disabled USB Selective Suspend Setting under Advanced Power Management, but it did not solve the issue.

I was working with Dell Tech Support and was advised to replace the motherboard. Somehow I don't think it is the MB. It seems to be a systemic issue with WD19DC docks, considering the number of complaints on this Board.