PeterHen
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XPS 15 USB stops working after undocking from WD15

Hi,

Over the last few months all of our 10 XPS 15 (9550, 9560, 9570) machines and their WD15 docks have developed the following problem.

Using a WD15 dock works fine, usb keyboard + mouse works, ethernet works, external monitor works.

After undocking however:

- all USB ports stop working. Including those on the machine itself.

 

After reattaching the dock:

- the external monitor works OK

- external keyboard and mouse are not working

- ethernet via dock does not work.

 

I have tried all the things:

- dell diagnostics via F12 (no problems found)

- reinstall windows

- update drivers

- reinstall drivers

- swap dockings

- swap mouse/keyboard

 

It didn't start at the same time for all machines, but our impression is it might be related to some software update during 2018Q4.

I've found similar topics but they were always slightly different, or their solutions didn't work.

I decided to order a 9570 to get rid of the problem, but this brand new machine with a clean install has the same problem. Only difference is that it doesn't occur 100% of the times. Inserting a HDMI cable into the laptop after undocking seems to reliable trigger the problem.

 

The only solution seems to be to reboot the machine. This takes a very long time as during reboot, the machine keeps hanging around 10-20minutes at the windows spinner "Restarting". After a while windows crashes alltogether and starts gathering information, etc.

 

So all in all it looks the usb driver is hanging, causing usb to stop working and blocking succesful restart?

 

Anyone has any idea how to proceed from here?

 

Thanks,

 

Peter.

Tags (5)
14 Replies
Moderator
Moderator

Re: XPS 15 USB stops working after undocking from WD15

* Sounds like you are a business and not a home consumer. If a business, did you reach out to your assigned Dell TAM (Technical Account Manager)?
* Click my name and send me one of the service tag numbers via private message

 

* Did you test these using our Dell factory image? Or were all laptops moved to your custom image, then tested?

 

* Are your users simply hot disconnecting the laptops from the docks? They should be using this undock procedure =
1. Click Start, then click Undock Computer (In our Factory image, it should be located next to the options for Shutdown and Restart)
2. Wait for a message to appear saying that you have successfully undocked your laptop

 

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PeterHen
1 Nickel

Re: XPS 15 USB stops working after undocking from WD15

Thanky our for looking into this. It seems I cannot send private messages: "You have reached the limit for number of private messages that you can send for now. Please try again later.". We are using factory images, but we have never seen anything called "undock" and I cannot find anything related to that in windows 10. Does it require a seperate driver / utility to be installed? The undocking has worked fine for years, the problems started in 2018Q4. I think we are a business customer, but according to the person purchasing dell laptops they do not come with any support.
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Moderator
Moderator

Re: XPS 15 USB stops working after undocking from WD15

If the problems did not happen until 2018 Q4, then it makes sense that the later Microsoft updates had to have caused the issues? See this for undock. I have sent you a private message so you can reply to it with a service tag number.

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botfixer
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Re: XPS 15 USB stops working after undocking from WD15

Hi, we also experienced to dead USB problem after unplugging from the WD15 dock.

We are using Precision 5510/5520/5530 with WD15 docks. We solved the problem by uninstalling the Realtek USB Ethernet Driver (2.45.2018.1025, A11). This installs the Windows native Realtek Driver Version 10.28.1002.2018 under Windows 10.

This caused the issue.

Uninstall the driver in control panel or switch it back to Windows native in the Driver Settings. Be aware, when your system is already in a failed state (USB not working), it is not possible the uninstall the driver. You have to make a clean boot before.

Also aware! Windows Update also installs this malicious driver.

I reported that already multiple times here, and Dell Support is already aware of this issue, because I give this information to Dell. 

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PeterHen
1 Nickel

Re: XPS 15 USB stops working after undocking from WD15

Hi,

 

Thank you for sharing your experience with this issue. Glad to here that Dell is aware, I am trying to make them aware as well but somehow they don't seem interested in solving this issue.

When I look at the driver version of my realtek usb gbe controller, it says 10.28.1002.2018. Provider is realteak, but signed by microsoft. If I uninstall that driver (uninstall device), after a reboot it reverts back to version 10.5.920.2015 provided by microsoft. With this version the usb ports on the laptop work ok, but the usb ports on the WD15 do not work at all. Not even with a clean boot.

I have read a similar post stating the same as you, except they had success by uninstalling the realtek (usb?) audio driver in a similar way. I tried that as well, but it doesn't help.

Peter.

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PeterHen
1 Nickel

Re: XPS 15 USB stops working after undocking from WD15

When I let windows update the driver, it gets updated to 10.31.211.2019 provided by realtek. But still the usb ports on the WD15 don't work. The only way to get them working at all is to install the official driver from Dell, but that only works until you undock after which all usb ports on the dock and the xps 15 itself stop working as described above.

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PeterHen
1 Nickel

Re: XPS 15 USB stops working after undocking from WD15

We noticed that *Today* a new version of the USB GBE driver was release by Dell:

 

Realtek-USB-GBE-Ethernet-Controller-Driver-applicable_X57YV_WIN_2.45.2019.0221_A14_01

 

When we install this, we get a USB Power surge error popup every 5-10 seconds whenever we connect a WD15 dock. Nothing else connected. When WD15 is disconnected, error keeps popping up. Happens with multiple XPS15s, multiple WD15s, multiple keyboards/mice, etc. Only way to stop the error is a reboot, after which it stays away until you connect a WD15 (with nothing attached to it except a dell 180w power adapter)

 

2019-03-19 16_00_22-Microsoft Edge.png

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Logiczny
1 Copper

Re: XPS 15 USB stops working after undocking from WD15

Hi, I have exact same problem with my Dell 7390.

I've tried to reinstall all drivers, one by one, swaping keyboards, mouses, docking stations.

EVEN my wireless mouse stops (!) to work when other USB devices stops.

Is it related to HID driver?

What is worth mentioning - my screen is still work properly, I can move mouse (using touchpad) and built in keyboard when this situation happens.

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botfixer
1 Nickel

Re: XPS 15 USB stops working after undocking from WD15

I think we mix some causes ans symptoms.

 

  1. When experienced Problems after Docking out and redock does not work (and also bluescreen after 5 Minutes at restart windows occurs), that is related to Realtek USB Ethernet Driver 10.28.1002.2018. After deinstalling that driver and use the Windows default or the brandnew one like PeterHen has figured out, all the symptoms are gone and everything running fine.

 

  1. When you still have Problems with your USB Ports on Dock oder Notebook, this maybe some problems because of driver dependencies. Sometime, there are more than one USB Ethernet Driver capable, don´t know why. One for the Notebook, one for the Dock. Maybe, they share common files. There are also other USB / USB Dock Drivers which can cause problems. In this case, it is hard to Pinout what´s matter. My suggestions is, first deinstall all USB Drivers an use defaults one, if possible. Then, install one by one all new drivers. Check after every driver if a problem come or has gone.

When all else failed, do a clean install, and leave the Maschine just on windows default driver. Then make a Windows Recoverypoint. From there you can take every new driver and test if your issue comes on. When it comes on, then revert machine back to last recoverypoint an test again to be sure, that your have tested right.

I can say, when we take our Dell Precission (for example Precision 5510/5520) and do a clean Install make a Windows and a Dell Command Update full patch, everything is ok (but be aware, that the actual Realtek Driver has been placed). When you use 10.28.1002.2018, than big pain in the A..s will happend.

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