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Dell XPS 13 9360 and TB16 Dock Multiple External Display Issues

I have a dell xps 13 9360 and a dell TB16 thunderbolt dock and up until about 3 weeks ago (probably coinciding with dell updates) I could happily have 2 external displays coming from the dock everything worked fine, but now only 1 external display works.

strange thing is other people in my company have the same laptop and when they plug into my dock both external screens work fine.

Just to throw a curve ball in there when I plug my laptop into some of our other docks (WD15) both external screens which were attached to it work.

Are there any known thunderbolt controller/driver issues with the XPS 9360 which are due to be corrected in a future update?

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Re: Dell XPS 13 9360 and TB16 Dock Multiple External Display Issues

Hi Shakeuk, 

It sounds like the video driver or the thunderbolt driver have become corrupted during the update. Looking at the list of available drivers, there is a Thunderbolt Firmware and driver update released within the last month.

I would recommend running Command | Update to ensure that all drivers are updated to the latest revision

Alan

DELL-AlanD
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Re: Dell XPS 13 9360 and TB16 Dock Multiple External Display Issues

Hi @Dell-Alan D,

I already use Dell Command Update to update my laptop with dell updates.

I checked and made sure my BIOS, thunderbolt controller driver is up to date and it was so I tried installing the previous version and it still doesn't work.

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Re: Dell XPS 13 9360 and TB16 Dock Multiple External Display Issues

As per page 18 of the TB16 user guide - can you see and configure both monitors connected to the docking station? 

Alan

DELL-AlanD
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Re: Dell XPS 13 9360 and TB16 Dock Multiple External Display Issues

I only ever see 1 external and the built in display, however I used to see both external displays and the built in display.

image.png

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Re: Dell XPS 13 9360 and TB16 Dock Multiple External Display Issues

Thanks for the image, as you say you are only getting the internal display and one external. That would suggest it's a basic configuration error. What happens if you click on detect - does it recognise the third monitor?

The user guide recommends using the Intel graphics HD control panel for monitor configuration, but does the Windows control panel see all monitors or only two? 

If you right click on the desktop and click on Display settings and then click on Detect, are all three displays now detected?

If they are identified by Windows correctly and you apply the settings here, can they then be identified correctly in the Intel control panel and then configured correctly for the TB16 dock?

Alan

DELL-AlanD
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#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
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Re: Dell XPS 13 9360 and TB16 Dock Multiple External Display Issues

If I press detect I get this message but still only the internal and 1 external show up.image.png

If I then view the windows display settings I get this... which is the internal display and the 1 external display.

image.png

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Re: Dell XPS 13 9360 and TB16 Dock Multiple External Display Issues

On the monitor detection screen, what happens if you disconnect the monitor cable from the dock end and the monitor end and then reconnect? Is the third monitor now recognised? 

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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Re: Dell XPS 13 9360 and TB16 Dock Multiple External Display Issues

hi @Dell-Alan D

I have tried this but it doesn't fix the problem, also as I mentioned in my original post, other users with the same laptop and my TB16 have no issues, and I have no issues using a WD15 (usb 3 dock).

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Re: Dell XPS 13 9360 and TB16 Dock Multiple External Display Issues

If other systems use the same config without issues and your hardware works with the WD15  it at least confirms that the hardware is working fine. That would suggest it's a config error with the Intel graphics software.

I would recommend disconnecting the TB16 from the system and both monitors from the TB16 and then uninstall the graphics driver manually from the device manager and then reinstall it from the following link

Once the system has restarted and successfully booted check to see if the graphics driver has successfully installed. Once done, connect up the TB16 and then connect each monitor and see if they are detected in the Intel graphics manager.

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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