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February 8th, 2023 09:00
Network issue - Realtek USB Gb E - Laptop crashing
Seeing a rather peculiar issue that seems to be linked to the Realtek USB GB E network adapter, both in the Dell USB-C ethernet adapters and the USB-C hub monitors.
Related to the USB-C network adapters - I've had both Dell and non-Dell laptops crashing with blue screens or failing to complete downloads from the internet. This is on a brand new, clean install of Windows 10.
Related to the USB-C hub monitors, we've seen new Latitude 7000 series laptops crashing and rebooting.
We seem to have a couple revisions of the USB-C adapters. The problem only occurred on the adapter with the hardware ID showing REV_3300 - when the adapter was swapped out for the one showing REV_3000, the problem cleared up, no more blue-screens and no more download issues.
The screenshot below is from the laptop connected to the USB-C hub monitor, which also shows REV_3300.
I think this is a strong indication that there's a hardware or driver problem associated with this hardware revision. There are no remaining driver or firmware updates available for these devices (USB-C adapters or the monitors) so we're at a bit of a loss with how to proceed.
Anyone have any thoughts?
Thanks.
DELL-Jesse L
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February 10th, 2023 08:00
SDSB,
To receive assistance from Dell support, they need to verify the warranty status and ownership. Click the "Get help now" icon on the
right to start a live chat session. Provide to them the private Service Tag and all of your troubleshooting.
SDSB
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February 10th, 2023 08:00
In this case I've got about $50k worth of workstations having various issues, all less than 5 months old. There's a bigger issue going on than what's going to be resolved through a basic support chat
Rubenus
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March 30th, 2023 03:00
Hello,
Did you receive any help regarding this? Starting 1 month ago we are receiving an increasing number of computers with this exact problem. All the computers that crashes and reboots are using the Dell Monitor P2423DE as a USB-C Hub.
SDSB
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March 30th, 2023 08:00
1) I don't believe the issue with the monitor and the USB-C dongle are related, just a coincidence.
2) I've been working with Dell ProSupport RE the same monitor issue. I suspect it won't be an issue much longer.
Rubenus
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March 30th, 2023 23:00
Hi, thanks for you answer.
You got me curious, does Dell have a solution in sight?
Regards
rudi1101
1 Message
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April 15th, 2023 09:00
I'm also having this problem with a P2423DE hub monitor and XPS9315 laptop. The system crashes to the black XPS screen a few seconds after it's unlocked.
The problem doesnt happen if the machine is used with a dock (WD19s) and the same monitor plugged in via displayport.
Has anyone found a solution?
Regards,
Zanleo
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April 13th, 2024 09:14
Any changes there? faced with same problem, but not sure about this network card.
Sometimes randomly my laptops reboots. I have second one (diffrenet brands and processors) since last year and faced with same problem. But only on laptops, not on my PC. Only one diffrenece - PC connected by USB-C (monitor) - USB-A (PC), while laptops use Thunderbolt-4 USB-C port
(edited)