WD19 docking stations - network dropout, USB dropout across multiple models

Hi,

Just dropping a message to keep you informed that the case is open. Do drop us a message once you have tested the dock.

-Supriya

Hi All, 

After a replacement from Dell, i don't face such issue any more.

Docking station detailed:
MST: 05.04.06
Gen1Hub: 01.21
Gen2 Hub: 01.47
WD19Dock Ec: 01.00.00.05
Package ver: 01.00.15.01

Windows build:Win 10 Pro
Ver: 2004
OS build: 19041.928

I bought my XPS 9300 laptop and WD19TB dock in June 2020 and had frequent problems running with Arch Linux OS. Complete dock dropouts, random screen blackouts, and was just "glitchy" overall. It was barely usable although I used some workarounds and procedures to appease (but not fix) things. I researched the issues widely, probably every day, trying kernel options and patches etc. I updated to every new BIOS, and dock firmware the day they were released. Since early March 2021, after XPS 9300 BIOS update 1.5.0, WD19TB firmware update 01.00.15.01, and Linux kernel 5.10.16+, all problems have been fixed and the dock has worked perfectly ever since, and without any workarounds.

replacement of the unit fixed my network dropping issue but came out fan noisy problem.

feeling (getting more annoying) 

Make sure it's all patched up and if it is, make them replace it again.

I have a newish Vostro 15"

My last dock USB connector broke so I have  a new WD19 dock

The internet drops regularly and is reconnected by unplugging and replugging in the USB-C connector.   My 2nd screen is USB connected and powered from the dock and does not disconnect

The dock's firmware is up to date

Any more suggestions????

If you've run the firmware with the laptop attached to the dock, I would guess that you got a faulty dock. Odds are, you got a refurbed dock that is still having problems.

Just discovered this thread.  I am using a WD19 with a Dell 5520(15) and have been frustrated for weeks with issues from the WD19 USB ports.  Only by disabling the 'Link State Power Management' for Plugged in has the problem gone away.  This seems to be a problem which has and still is plaguing users for years.  Can this be actively looked at so the WD19 supports this correctly?

there is finally a firmware update for the WD19 docks!

01.00.15.01, A04 no troubles since I have updated my dock...

Just a heads up...Dell hasn't been answering this thread for a while. They closed it a couple months ago.

But, it's good to know that the 5520's also have the issue. My company is getting a bunch in soon.

If you haven't updated all the firmware and drivers with the dock plugged in, that might resolve most of the issues you're having. If not, call Dell and make them replace it. This is a known issue to them.

I am having this same issue with Latitude 3410's and WD19 docking stations.

Is there like a power setting somewhere that would cause the laptop to go to sleep and then not be able to come out of sleep? I mean I have 15 people constantly down for work after a break or lunch and first thing in the morning. I don’t have any power settings configured in group policy, when we did the only computers affected are these 3410 machines.

I have unchecked the USB stop devices in windows 10. I have updated all the drivers on the laptops and the docking stations. I have gone through forums reading of this same issue happening over the last three years with various models of laptops all without any solution that works.

I have turned off the PCI Express settings. Really the only thing we have found that works is to never have the computer try and conserve energy by turning off the screen or sleeping. Or have users turn their computers off for lunch, after work, or for breaks so they can turn them on when they get back into the office.

I have also followed the directions of configuring the BIOS with the settings required to use the Dock.

Enable External USB port

Enable USB Boot Support

Enable USB PowerShare

There is no BIOS setting for Dell Type-C Configuration

There is no BIOS setting for Thunderbolt Adapter Configuration

Replacing the docking stations isn’t helping the situation, the fact all 15 of these laptops all face the same issue points to a defect in the laptop itself. 

They're not going to sleep, they're going into hibernation. Turn off hibernation either manually in the power settings in the control panel or here's a reghack. Copy this into a text editor and save as (something like) Hibernation_Off.reg.

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Power]
"HibernateEnabled"=dword:00000000

Drop it on the desktop and double-click it. Reboot might be needed.

Not sure why Dell Cares has not posted this before, but it turns out there is a BIOS setting you need to enable. Under Power there is USB Wake support that needs to be enabled. 

Apparently it turns off "unused" USB ports to conserve energy. In my case, when users come back from lunch or break the system attempts to restart the USB device that is powered off and fails which requires you to reboot to resolve the issue. 

Here is the dell support page, below that is a short description from that page about USB Wake Support. 

Why is there no wake from sleep using only on-board keyboard and touchpad with Dell eighth generation systems? | Dell US

What is USB Wake Support?

There is a BIOS setup setting on some systems called USB Wake Support, which can enable or disable the ability of a USB device to wake the system from the S3 state (Sleep).

When enabled, USB devices can wake the system from S3 (example: USB mouse, USB keyboard). Furthermore, on AIO (All in One) systems, the touch screen is a USB input device and also has the capability of waking the system.

When disabled, USB devices cannot wake the system form S3. Disabling this setting can help a user save power by turning off power to the USB ports in S3.

USB Wake Support does not function on battery power; that is, if a portable system on battery power enters S3, USB devices will not be able to wake it up. Whether the USB devices are externally powered or derive their power from the system’s USB port makes no difference. The determining factor is whether or not the system’s USB ports are powered and able to detect USB traffic. Upon entering S3, the system will turn off power to the USB ports in order to conserve power.

I not sure will this works but Dell did a second replacement and so far it looks fine now.. the background story was like this:

My first unit that I have purchased has the issue and as subject mentioned. Thereafter, I bring this up to Dell and they replaced a unit for me and then second unit issue is the fans keep running at high speed. So I requested to have a unit to be replaced again and so far, it works pretty well.

Do note; My laptop is running under domain environment and I do have other user using other model laptop with this docking station and is running fine.