XPS

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XPS 13 9370 & TB16 USB Keyboard Lag/Missing Keystrokes

I have a XPS-13 (9370) and TB-16 Thunderbolt Dock.  The TB16 is connected to dual 1920x1080 monitors(DisplayPort and VGA), Ethernet and a USB-3 Hub that has a microphone and WebCam connected.  I have tried to use a Logitech Unifying Receiver to connect to my wireless keyboard plugged into the TB16 Dock directly or via the USB-3 Hub.  When I do this I intermittently (at least once a minute) get significant lag using the keyboard or missed keystrokes-this is independent of microphone/webcam use. The webcam and microphone work fine as does flash drives plugged into the Hub.

When I plug the same Unifying receiver via an adaptor to a USB-C port on the laptop there are no issues with using the keyboard-So it appears that the issues are solely related to the TB-16 dock.

I manually installed the latest Intel Video drivers and Dell Update shows that everything else is up to date.

I would rather just plug the unifying receiver into the dock and leave it there, but plugging it into the USB-C port on the laptop works for now.

Does anybody have any suggestions as to make the TB16 work properly?  I have seen some related posts regarding this, but if the latest drivers are installed nobody seems to have any solutions.


Bart

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7 Thorium

If you haven't already, try plugging the Unifying Receiver into one of the TB16's USB 2.0 ports rather than the 3.0 ports (USB 2.0 ports are black rather than blue).  The reason for the suggestion is that the Unifying Receiver uses the 2.4 GHz range for its wireless signal, and that is known to interfere with USB 3.0 traffic, which incidentally is why most routers that support having USB 3.0 hard drives attached typically have either solid 2.4 GHz wireless performance and slow hard drive transfer speeds or vice versa.  Otherwise, does the intermittent aberrant behavior happen to be correlated with heavy activity from a USB 3.0 device attached to an adjacent port, such as large file transfers to/from an external hard drive?


Thanks for the reply,

I tried your suggestion of plugging it into a back USB-2.0 port and there was no improvement in the lag/missing keystrokes issue.  Given that I have seen reports of the wired USB keyboards also exhibiting the same issue, I don't believe that the issue is the wireless signal from the unifying receiver. I don't have any external HDs connected right now, but I am accessing some network drives.  However, the keyboard issues are independent of any network file access.  

It seems pretty clear that this is an issue with the USB hub in the TB16, hopefully, there is a firmware upgrade that Dell can supply that will resolve the issues in the future.

7 Thorium

I haven't seen any firmware updates for the TB16 except for a minor firmware update for the network adapter.  Other than that, there's a KB about major USB issues on systems that have an old version of Citrix Receiver installed, which is fixed by installing a newer version of Citrix Receiver, but the issues in that case are much more severe than what you're describing, so if you're already current on system firmware and the ASMedia USB Host Controller driver, I'm not sure what else to suggest.  Maybe a hardware replacement, but I haven't researched the other reports on this issue enough to know if that's likely to improve anything.  Sorry I don't have a better answer!


So the problem seems to have been somewhat resolved.

Thie USB keyboard works if all the USB devices are plugged in, everything is powered down(unplug the power to the TB16), then powered back up and rebooted. No lagging or missed keystrokes.

If I disconnect the TB16, take my laptop elsewhere and plug the TB16 back in, the USB keyboard doesn't work at all.  I need to reboot with the TB16 plugged in to get full functionality again.

Bart


@Barthawkwrote:

So the problem seems to have been somewhat resolved.

Thie USB keyboard works if all the USB devices are plugged in, everything is powered down(unplug the power to the TB16), then powered back up and rebooted. No lagging or missed keystrokes.

If I disconnect the TB16, take my laptop elsewhere and plug the TB16 back in, the USB keyboard doesn't work at all.  I need to reboot with the TB16 plugged in to get full functionality again.

Bart


Good to hear you've at least got a workaround, but it's strange that either of those fixes works.  From your laptop's perspective, disconnecting and reconnecting power to the TB16 while your laptop is powered on and connected to it should be functionally equivalent to disconnecting and reconnecting the Thunderbolt cable going to the laptop itself -- but the latter apparently results in USB keyboard issues persisting.  If we assume that the underlying cause is some issue internal to the dock itself, then power cycling the dock could certainly account for the problem going away even though disconnecting and reconnecting the laptop from the dock wouldn't, but if that were the case, then rebooting the laptop while the dock remains attached and also connected to power shouldn't make any difference, and apparently that solves the problem as well.  Very strange....


I will try power cycling the TB16 next time i disconnect/reconnect to see if that results in a working keyboard

Some additional experience -

Scenario 1:

If I boot the system with everything plugged in (TB16 with Logitech Unifying Receiver plugged into the dock) then the keyboard works until I disconnect the dock,  work somewhere else, and then plug the dock back in - At that point the keyboard doesn't work. I haven't fully tested whether the other USB devices plugged into the TB16 function at that point.

Scenario 2 If I boot up WITHOUT the TB16 plugged in, and then plug it in(with unifying receiver plugged into TB16), the keyboard functions correctly.  

I will test to see if power cycling the TB16 in Scenario 1 will restore USB device functionality.

Bart

So power cycling the TB16 doesn't restore USB keyboard functionality after the TB16 has been disconnected/reconnected.

If I move the unifying receiver to a USB port on the laptop after I reconnected the TB, the keyboard functions fine.

It seems like the issue might be with the XPS 13 USB drivers rather than the TB16 because power cycling would have resolved the issue with the unifying receiver not being recognized by the TB16?? Not sure what the answer is, for now the issue has a workaround, but it would be nice to be able to take the laptop to a meeting and then just be able to plug it back in to the dock and continue working without having to reboot.

Not sure if you've found a solution yet, but wanted to chime in with my experience.

XPS 15 9570

TB16 180W HUB

Logitech G710 Keyboard

 

Every morning when I get in to work I plug in my USB C cable and I'll begin typing something and experience exactly what you're describing.  I'll start typing my password and the input will stop updating and then spam a bunch of the key I was pressing when the lag occurred.

I've tried power cycling the TB16, I've tried unplug/replug the USB Devices.   I pretty much have to reboot every morning with everything present in the machine and things work normally.  I did run whatever firmware update was available to the TB16 but no solution.

Have you had any luck?

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