XVIII
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Re: U2719DC, XPS 15-9550, USB Type-C not working

I have to say I am really disappointed that Dell will not support their older laptops. What a shame.

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MM17
1 Copper

Re: U2719DC, XPS 15-9550, USB Type-C not working

I had online conversation with Dell support before I buy Dell U2419HC monitor last week, and they told me it will work with my XPS 15 9550. I bought it directly from Dell website.
Now it's not working. I have two Dell devices which are not supporting each other.! (MacBook Pro is working with same monitor, same cable)

 

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jphughan
5 Tungsten

Re: U2719DC, XPS 15-9550, USB Type-C not working

Sorry to hear that, and obviously those two devices SHOULD work together. Unfortunately it simply isn’t realistic for Dell support reps to know about every quirk of every product in Dell’s product portfolio, especially in cases like this where there’s no good reason this shouldn’t be working in the first place. Dell support techs can also be incorrect when asked very detailed technical questions, again because Dell makes a lot of products and they don’t document everything that everyone wants to know. Unfortunately given that Dell seems unwilling to provide a fix for this issue just like the same issue with the XPS 13 9350 and these displays, your only real option is to switch displays, switch PCs, or apparently add a dock between those devices — none of which are ideal, obviously.
srknbdr
1 Nickel

Re: U2719DC, XPS 15-9550, USB Type-C not working

Hello jpgughan

I have the exact same issue with my XPS 15 9550 and U3219Q monitor. I'm using HDMI-HDMI right now, but like this it is only possible to get 30 fps. To get to 60 fps I have to use the USB c port. 

On the website, where "solutions" are listed, they only say that docking stations are a way to get a connection (https://www.dell.com/support/article/ch/de/chbsdt1/sln314862/xps-13-9350-no-video-with-dell-type-c-m...).

My question is, can't I just use a dongle (USB C to HDMI or USB C to DisplayPort)? Will the problem of "not working together" stay the same or will it be the solution to get 60fps at 4k?

 

@alexsch How did you fix the problem?

 

Thank you guys!

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jphughan
5 Tungsten

Re: U2719DC, XPS 15-9550, USB Type-C not working

@srknbdr  a USB-C to DisplayPort cable/adapter should absolutely work and give you 4K 60 Hz.  A USB-C to HDMI 2.0 cable should also work, but if your display has both a DP and HDMI port open, I always prefer USB-C to DisplayPort simply because a USB-C port provides a native DisplayPort signal anyway.  That means that a USB-C to HDMI cable needs to incorporate a chip to convert that signal to HDMI, which is often additional cost and always additional complexity.

I don't think you'll run into the problem described in the KB because several users have confirmed that both the XPS 15 9550 and the XPS 13 9350 (the subject of the KB) work fine using USB-C to DisplayPort cables, even when used with the Dell USB-C displays.  The only problem case seems to be when ALL of these conditions are met:

- Using an XPS 13 9350 (or apparently XPS 15 9550)
- Using at least certain Dell displays that have a USB-C input
- Connecting that system to that display using a standard USB-C to USB-C cable

If you change any one of those variables, things are fine.  As examples, all of these setups are known to work properly:

- Using one of those systems with a USB-C to DisplayPort cable, even when connecting to an otherwise problematic Dell USB-C display
- Using a standard USB-C to USB-C cable to connect one of those systems to some other display that has a native USB-C input.
- Using a standard USB-C to USB-C cable to connect a DIFFERENT type of system to the USB-C input of an otherwise problematic Dell USB-C display.

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srknbdr
1 Nickel

Re: U2719DC, XPS 15-9550, USB Type-C not working

Thank you for your response jphughan!

Since Dell has listed just two dock stations as a solution (https://www.dell.com/support/article/ch/de/chdhs1/sln314862/xps-13-9350-no-video-with-dell-type-c-mo...) I asked this question also to the Dell guy who tried to help me with the problem. The discussion is in German:
https://www.dell.com/community/XPS/USB-C-Probleme-beim-Monitoranschluss-an-XPS-15-9550/m-p/7318105#M...
His response was that only the station will help, so a dongle won't fix the problem, as he says.
I started to look for the TB16 after his informations (too expensive!!!) but now I'm not sure anymore whether his answer was correct.


because several users have confirmed that both the XPS 15 9550 and the XPS 13 9350 (the subject of the KB) work fine using USB-C to DisplayPort cables, even when used with the Dell USB-C displays. 

Where have you seen the confirmation of the users that the XPS 15 9550 works fine using an adapter?

 

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jphughan
5 Tungsten

Re: U2719DC, XPS 15-9550, USB Type-C not working

@srknbdr  sorry for not seeing this earlier.  There are several threads confirming that the 9550 works fine with USB-C to DisplayPort adapters/cables.  I can't remember if I found one specifically relating to using such a cable/adapter with Dell USB-C displays, and I suppose it's possible that I only saw that confirmed with the XPS 13 9350, but given that they seem to behave identically in terms of the problem, I wouldn't expect them to behave differently with that cable/adapter.  I would argue that if you're otherwise stuck, it's at least worth the cost of an appropriate cable/adapter to test with, especially if you can return it, although again I have absolutely no expectation that you'll need to return it.

The KB should not be taken as an exhaustive list of possible fixes to this issue.  I even suggested adding Dell's own DA300 as a more portable workaround, especially for people who don't need to be able to charge their system via USB-C/TB3, but that doesn't seem to have been added.  And Dell Support reps unfortunately cannot always be relied upon to provide accurate answers to technical questions/problems, especially if Dell's documentation on the subject is incomplete or non-existent.  Those reps are expected to be broadly familiar with a broad range of product lines and have knowledge that will cover the majority of questions that will be asked by average users, most of which will be fairly simple.  If they're expected to have broad knowledge of a wide range of product lines, it's harder to have DEEP technical knowledge of specific areas, especially in cases like this where specific products have "quirks" that don't apply elsewhere.

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srknbdr
1 Nickel

Re: U2719DC, XPS 15-9550, USB Type-C not working

Hey @jphughan, thank you for your response! The funny thing is, Dell Support told me that only these Adapters are supported by the XPS 9550: - WIRED,D3100 - TYPE C, WD15 - WD19TB,SALOMON - TB16, 130 WATTS - WD19DC,SALOMON First, they told me that only TB15 and TB16 will work, then they told me that only the 130W version of TB16 will work. In the end i asked why the cheaper WD15 wouldn‘t work. They were like ‚oh, you‘re right. 130W WD15 should do it. But at the start they were absolutely sure that only TB15 and TB16 would work. I think I‘ll get a dongle and just try it... but I‘m not sure whether to get the WD15 because a LAN Adapter would also be great. On the other hand I‘m not even sure how many years I‘ll stay with Dell.. everytime I do something I get problems. I really like their stuff but it gets frustrating...
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jphughan
5 Tungsten

Re: U2719DC, XPS 15-9550, USB Type-C not working


@srknbdr wrote:
Hey @jphughan, thank you for your response! The funny thing is, Dell Support told me that only these Adapters are supported by the XPS 9550: - WIRED,D3100 - TYPE C, WD15 - WD19TB,SALOMON - TB16, 130 WATTS - WD19DC,SALOMON First, they told me that only TB15 and TB16 will work, then they told me that only the 130W version of TB16 will work. In the end i asked why the cheaper WD15 wouldn‘t work. They were like ‚oh, you‘re right. 130W WD15 should do it. But at the start they were absolutely sure that only TB15 and TB16 would work. I think I‘ll get a dongle and just try it... but I‘m not sure whether to get the WD15 because a LAN Adapter would also be great. On the other hand I‘m not even sure how many years I‘ll stay with Dell.. everytime I do something I get problems. I really like their stuff but it gets frustrating...

@srknbdr  wow, sorry to hear that it sounds like you got some seriously bad information.  Allow me to clarify/correct several things for you:

First, there's no such thing as a 130W version of the TB16.  The TB16 is available with 180W and 240W adapters.  The WD15 is available with 130W and 180W.  With both docks, you need the more powerful AC adapter option in order to use them with the XPS 15, i.e. the WD15 180W or TB16 240W.  Those higher wattage options for those docks exist specifically for systems like the XPS 15 that require 130W to be provided to the attached system.  With the lower wattage options, the docks only supply 90W to the attached system, which isn't enough for the XPS 15 to perform optimally.

The D3100 would technically work, but it won't supply any power to the system.  It's also an old model that has been replaced by the D6000, although the Dxxxx series docks typically aren't great choices for most people because they use DisplayLink technology rather than tapping into native GPU outputs.  I wrote about that in detail in this thread, specifically the post marked as the answer.

The WD19DC would technically work, but it's also unnecessary because it's designed for systems that require so much power that they need two USB-C connections to the dock.  Systems like the Precision 7000 Series fit that description, but not the XPS 15.  It doesn't even HAVE two USB-C ports.  The correct options in the WD19 family would be the WD19 180W or the WD19TB.  The latter comes standard with a 180W adapter, which apparently is enough to provide 130W to the attached system in the latest generation of Dell's Thunderbolt dock.  Those models are the replacements of the WD15 and TB16, respectively.

Dongles will work fine, even third-party dongles.  All of the non-video ports are just basic USB devices, and the dongles that also provide video outputs achieve that by tapping into DisplayPort Alt Mode, which is an industry standard and should therefore work on any system with a USB-C port that supports it, which the XPS 15 does.  The issue of this thread specifically with the 9550 and 9350 when using Dell USB-C displays is a huge anomaly.  In fact you could even use third-party DOCKS if it weren't for the fact that the XPS 15 requires more power than the USB Power Delivery spec officially supports (or I guess you could still use third-party docks if you were willing to plug the XPS 15's power adapter in separately from the dock.)  Anker makes some nice "mini-dock" dongles, but the Dell DA300 is actually a pretty compelling option due to its port selection, including a LAN adapter.  I have one and use it quite a bit.

Again, sorry to hear you got such bad information.  Also note that the adapters/docks that are "supported" isn't necessarily the same thing as adapters/docks that are "compatible".  There are likely a lot of accessories that work but that Dell itself doesn't officially support, although admittedly even that stance wouldn't account for the fact that even some official Dell docks that work with the XPS 15 weren't included in their list and some of the stuff they did include made no sense.

srknbdr
1 Nickel

Re: U2719DC, XPS 15-9550, USB Type-C not working

wow, I‘m glad I found some usable explanations through you. Dell Support phoned me today to ask if they can close the case. I said that I still couldn‘t find a solution. The guy gave me again several unsure answers and his source was always the guy working next to him......

I wanted to give the WD15 a try. I was almost ordering it on a Swiss website but the description stated that it only supports up to 30Hz. After contacting the support of the website they confirmed these informations. I came to the same conclusion on this thread (German): https://www.dell.com/community/Laptops/WD15-Dock-gt-4k-60-Hz/td-p/5233560/page/2 ; https://www.dell.com/support/article/de/de/dedhs1/sln304627/dell-dock-wd15-usb-typ-c-informationen-k...

So the conclusion is that the only way to connect a XPS 15 9550 to a 4k monitor at 60hz is through a TB16 with 240W if I want to charge it simultaneously through the same cable.

Right?

Or I just use a Dongle (if yes, then probably the DA300 because of the LAN input), but then I still have to charge it ‚the old way‘ and there is no use in the USB-C speciality of this monitor for me.

I really do not want to spend another 300 francs in order to be able to get the originally promised 60Hz...

Maybe I should return the monitor and buy a cheap one when I‘ll get anyway almost the same results in the end. And later when I change my laptop to an uncomplicated (maybe not Dell this time) I‘ll get a better monitor.

Really, really a shame...

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