Acer Nitro 5, WD19, USB device not recognized error

Question

Hello,

I have a Dell WD19 dock that I'm trying to use with two different laptops. The first laptop is a Dell Latitude 5320. With this laptop the dock works flawlessly. All of my USB devices and monitors work.

The second laptop is an Acer Nitro 5, model AN515-57-5700. When I hook this laptop up I immediately get a USB device not recognized error. In device manager, under USB devices, it says Unknown USB device (port reset failed). Even with this error all of my devices seem to work except for my monitors. My mouse, keyboard and webcam are detected, and the laptop switches from wifi to my wired ethernet connection.

From the Acer website it says this in regards to my USB Type-C port (USB Type-C port supporting: USB 3.2 Gen 2 (up to 10 Gbps), DisplayPort over USB Type-C, Thunderbolt 4, USB charging 5 V; 3 A), so I know that the laptop can display through USB Type-C.

I've tried updating the dock's firmware, installing all available drivers for the dock from the Dell website, uninstalling all USB devices in device manager, installing all windows updates, installing all bios updates, installing new GPU drivers, changing USB power settings, and disabling selective suspend, all with no luck.

Is there anything else that I can try? Are these devices just incompatible?

DELL-Cares · Answer

We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.

Yaniiis · Answer

hello , please i have the same problem , i have a laptop acer nitro 5 10th génération and it could not reconized the DELL WD19 ; wht should i do ? thank you

DELL-Cares · Answer

Welcome to Dell Social Media Support for Technical and After Sales inquiries.

Please share the Service Tag / Express Service code / Order Number via Direct / Private message in the text format for which you need assistance.

nirojshrestha019 · Answer

I am having the same problem. My dell wd wd19 dock works for Dell precision 5540 laptop but it doesn't get recognized in my Acer Nitro 5 laptop. How to make dell wd wd19 dock compatible with Acer Nitro 5 laptop?

SergioAmaya · Answer

Hi, I am having the same problem. docker WD19S I can use my mouse and keyboard but it does not recognize the monitor.

denishm · Answer

@nirojshrestha019 ​ and @SergioAmaya​ is your problem resolved? I have a same problem with Nitro 5 AN515-52

Galmitrani1 · Answer

I have the same problem with the Acer nitro v15 ANV15-51. It should work, and I tried everything yet still it doesn't seem to work. Problem with the dock driver which a couldn't find anywhere. Any suggestions/solutions?

(edited)

Stank0 · Answer

I have a problem with no recognizing my monitors

AnthonyPono · Answer

Having issues with mine also Dell WD 19 acer nitro an515-57 Ag.

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Acer Nitro 5, WD19, USB device not recognized error

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