Latitude 7490 USB-C Port Failure

Have you tried to run the "Detect Drivers" while everything is connected to the laptop? Check out the link below.

http://www.dell.com/support/home/us/en/04/product-support/product/latitude-14-7480-laptop/drivers

Seems to be similar to Dell Command Update, which is installed on our machines as part of the build. Even dock updates don't seem to resolve the problem; it appears to be a physical and not digital issue. We have also tried the solution found here: https://www.dell.com/community/Inspiron/USB-type-C-port-not-working/td-p/8133575 , but this has not worked either.

Hi, 

You're not alone.  We have over the last year purchased 300+ Dell laptops.  All our users are using the Dell WD19S docks via the USB C port and we are starting to see a high failure rate.  Sadly some of these were purchased with only 1 year support (now getting 3 year!) 

We have confirmed its 100% a physical fault and not a driver issue.  Tested against multiple docks.  

What we see is a failure with external screens.  Every dock has 2 monitors connected and when the port fails it seems to identify that the screens are there but fails to output a display.  Some have nothing and others have just one of the external working at full rez while the other is disabled and thinks it can do only 800x600.  Plug in an identical laptop and all working again. OS factory reset and install every update to mankind and same issue.  

Starting to get quite worried that we are about to be inundated with users kit and no support from dell. 

At our corporation we are experiencing the same issue we have over 300+ Latitude 7490's with the same issue. The Dell WD19S Dock via USB C port is very loose and does not make a connection anymore. This is a very bad design on dell's part. We are experiencing failure with external screens. Do we know if there is by chance a recall on this issue? We have spent thousands of dollars replacing motherboards on these machines. 

Just an update.  I've spoken with our Dell account manager and they are saying they are not aware of any issues.  I think we know there is an issue but it seems Dell doesn't! 

Wanted to chime in on this...Our dell account rep says the same thing. Of course they know. I can't believe this isn't a 5 alarm fire at Dell. It must be costing them money. I have 600+ WD19 docks on site and 1000  laptops: 7490, 5400, 5411, 5420 and they all experience the USB-C port failing. It just wasn't designed to be plugged/unplugged every day, multiple times a day. We go through two  a week at least. Dell is installing refurbed motherboards we have noticed as well so clearly they are looking to cut their costs related to this issue. It would be great if they admitted the problem and let us know that 5430s and other products are engineered to work better. 

I work for a huge company, between the 7480's and 7490's we have replaced close to 400 motherboards for this issue. Darn right Dell knows about it!

The problem with the refurb boards are some come with the same issue (thank you Dell), and the ones that do work for a short period of time before the problem comes back.

Luckily for us the warranty is up on all 74x0"s and we can just replace them with our next model.

Shame on Dell for not addressing this properly!

Same issues, we have like 10 Dell latitude 7490 . I tried to update pc and docking drivers but without any results.

This is not just the 7490s, I think this applies to Latitudes in general. We are a small school district with a fleet of about 100 Dell Latitude 5510s and the USB-C ports are failing on these as well. These are about two years old and used by our teachers. We use Dell docking stations. 

I just don't think they can take the normal use of docking and undocking the laptops. This is absolutely not a driver issue and it is not abuse. They are still under warranty until the end of the month, but Dell refuses to cover them. 

I can confirm that the issue is with the USB-C/Thunderbolt port on the Laptop... not on the docking station.  We ended up purchasing some newer Latitude 5420's.  These have been working well so far.  That model can plug into my Dell Docking station and work with no problems.  I plug my Latitude 7490 in and it's losing display, blinking display, losing connectivity to the NIC.  

The only way I've gotten this to work better is if I place a pen under the thunderbolt connector so it raises the connector up just slightly.  For some reason it works better when the connector is slightly elevated.  

I thought at one point the port on the laptop was maybe slightly too big so I put a thin piece of clear tape about the USB-C connector that fits inside the port and that did seem to work for a while.

Dell really should see this as a physical problem with the port on the laptop and do right by their customers.

hi-

yes - wiggle it connector or put something under it-   

unfortunately i think that is not good enough - i dont think it should be used like that

i like this computer- it is great - except i now have to get rid of it because a port does not work.

i am trying to get  egpuS working - i will have to reportS back to the returnS deparmentS

the good news is i know a guy with like a million laptops ...