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dutzu
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Precision 5530 and TB16 dock - mouse and keyboard freeze

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Hello,

I have a problem with a freshly installed Precision 5530 and a TB16 dock.

I have a wireless Logitech Mx Performance mouse and a wired Microsoft Keyboard 600, connected via the dock.

Intermittently the mouse stops responding and the keyboard either stops responding or acts like the last key I pressed is stuck and repeats it for a couple of seconds.

If I plug the mouse dongle directly into the laptop the mouse works as expected.

It's a freshly installed laptop, with Windows 10 Enterprise. Installed ASMedia USB Extended Host Controller Driver, Thunderbolt Controller driver and Latest BIOS 1.3.1 from the support page.

Also went into device manager to explicitly set all detected USB Hosts to disable the power management of windows to deactivate them when idle.

It doesn't matter if it's a restart, wake from sleep, disconnecting and reconnecting the dock didn't work either.

 

Regards,

Doru

 

 

 

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31 Replies
ErlendG
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Re: Precision 5530 and TB16 dock - mouse and keyboard freeze

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Hi,

 

first; I feel your pain. Dell has completely stopped doing any resemblance of QA on the TB3 docks, and it's just unbelievable how they continue to not get their **bleep** together. I've been through the same issues on several revisions of XPS and Precision laptops. As for your issue, first, I'd try another keyboard/mouse combo and check if you experience the same issues. If you do, I've found that another "magic" driver is the Intel Management Engine Interface driver - double check that you have installed the latest version of this one. Why this is not delivered via Windows Update is beyond me. Same goes for newest version of BIOS, ASMedia, Realtek network controller, Thunderbolt firmware, Thunderbolt driver... and the list goes on. Smiley Indifferent

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dutzu
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Re: Precision 5530 and TB16 dock - mouse and keyboard freeze

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Hey there,

Tried all that....still nothing. Tried new wireless mouse, seemed to work for a while, then it started acting up again.

It sometimes goes away, other times comes back. It's so unpredictable that it makes it hard to pinpoint the exact source of the problem.

The only workaround was to connect an external USB hub and have the mouse and keyboard connected to that hub and connect the hub to the laptop directly and not via the dock.

I am suspicious about one thing, that another colleague has problems with also....He has USB headphones, and I have an external USB sound card. Those might be the culprits. It's still not acceptable and Dell should recognize the issue and find a fix.

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EitanR
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Re: Precision 5530 and TB16 dock - mouse and keyboard freeze

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I have the same problem with my new 5530 precision machine. this doesn't make any sense to me given the high price range paid for this engine.

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dutzu
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Re: Precision 5530 and TB16 dock - mouse and keyboard freeze

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I don't know if the issue is of the laptop or rather of the dock. 

Has anyone tried using a Dell Precision or XPS with a thunderbolt dock made by a different manufacturer? I would likely ditch the Dell TB16 for something else if that would fix the problem.

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MartinGrk
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Re: Precision 5530 and TB16 dock - mouse and keyboard freeze

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I am seeing the same thing with multiple examples of both XPS 15 9570 and Preciaion 5530 laptops, The USB - A ports seem to have a bug which causes this freezing and "key stuck" behavior.

 

Note this also occurs with Vision TEK USB 4k Universal docking stations and the Dell D3100 dock as well as the TB16 and WD15. The common thread seems to be the USB Type A ports on the laptop have SOMETHING plugged in. It doesn't matter if its a Dock or a Flash drive, as soon as the USB type A is used on the laptop... this freezing issue occurs.

 

Note : None of the docks mentioned have this issue if used with other model laptops, this seems exclusive to the XPS 15 9570 and Precision 5530... which appear to share a common motherboard

 

If somone from DELL could pass this info on to the appropriate teams ittd be appreciated!

 

Thanks!

mallsopp
1 Copper

Re: Precision 5530 and TB16 dock - mouse and keyboard freeze

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Also having this same issue with the same symptoms.  Keyboard and microphone on my headset randomly stop working no matter what USB port in the dock or port on my USB hub (that is plugged in to the dock). 

Start working again for a few minutes if unplugged and plugged back in but always stops again.  Always works when plugged in directly in to the laptop.  Jabra headset and Corsair mechanical keyboard. 

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sfortin
2 Iron

Re: Precision 5530 and TB16 dock - mouse and keyboard freeze

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Experienced same behaviors with a Precision 7730 and TB18DC doc (dropping keys and or auto-repeating keys) with a Dell USB keyboard connected to the dock.

Try disabling "C" states in the computer's BIOS. This has worked for me. Report back.

dutzu
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Re: Precision 5530 and TB16 dock - mouse and keyboard freeze

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So far so good. This is looking promising.

I have been using my system as usual, with C States disabled and no glitch so far.

I still have to try out a few more things, because I moved all of my USB peripherals to an external USB hub. I will move them back to the dock and work with it for a week or so more to see if the problem surfaces again.

But this could be it....

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mallsopp
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Re: Precision 5530 and TB16 dock - mouse and keyboard freeze

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Disabling C States appears to have fixed the issue for me.  I have moved all of the problem devices back to the dock and not had an issue in over 24 hours now.  Before it usually took less than 10 minutes to have the issue again.  

Thanks a ton sfortin!

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