Highlighted
glmtc
1 Copper

XPS 15 9560: USB-C port manufacturing/design defect or flaw?

Hello folks,

Is anyone else having issues with their USB-C/TB3 port? In our office, two XPS 15 9560 laptops have had their USB-C port permanently stop working. One of them had their mainboard replaced by a Dell tech, but this issue showed up again today on it. We use the port both to charge and to connect to a 4K monitor (LG 27UD88-W). We can confirm that the USB-C port is indeed damaged because the laptops no longer charge from the port, the port can no longer drive a monitor, and connecting a USB-C to USB-A adapter (that is known to work on the working XPS 15s) shows that the port isn't even outputting a voltage (no power on VBUS).

Since this issue has shown up on THREE different boards at different times months apart, I am highly convinced that either there is a mechanical defect on soldering the connector to the board, or that charging the laptop from the monitor causes something to burn out and permanently disable the port.

Thoughts?

0 Kudos
1 Reply
Community Manager
Community Manager

Re: XPS 15 9560: USB-C port manufacturing/design defect or f

Hi glmtc,

Thanks for posting. Apologies that your system is not performing as expected.

Here is information from the manual:

Thunderbolt/USB 3.1 Gen 2/USB Type-C =

Supports USB 3.1 Gen 2, DisplayPort 1.2, Thunderbolt 3, and also enables you to connect to an external display using a display adapter. Provides data transfer rates up to 10 Gbps for USB 3.1 Gen 2 and up to 40 Gbps for Thunderbolt 3. Supports Power Delivery that enables two way power supply between devices. Provides up to 5V/3A power output that enables faster charging.

To use that port to charge any devices, the XPS 9560 AC power adapter must be plugged into the XPS 9560.

When using this Thunderbolt/USB 3.1 Gen 2/USB Type-C port to charge devices or connect the 4K monitor, is the AC power adapter connected to the XPS 9560? 

If you would like us to investigate this further, please contact me privately. Be sure to include your personal information (name, address, telephone, email) and the three computers service tag numbers in your message. Thanks.


Dell-Robert P
Social Media Support
#IWork4Dell
To help us troubleshoot, please send us the Dell service tag number via a private message
Would you like to be a Dell Community Rockstar?


0 Kudos