XPS 13 9380, Ubuntu 18.04, left side TB3/USB Type-C port issue

TL;DR: Run built-in diagnostics.

I guess neither firmware nor Linux kernel update are proper solutions for this issue.

Since USB ports are unavailable in EFI/BIOS, too, it is obviously not related to a specific OS or kernel version. So, the final fix will probably have to be implemented in a new firmware release. But with the latest firmware 1.2.1 the problems still exists. (Maybe, it’s a good idea to re-open this issue to let Dell staff know it’s not solved.)

My reproducible work-around is: Run Dell’s diagnostics tool (enter boot menu (F12), select “Diagnostics”). This seems to “remind” the machine of all its components. So, after that procedure USB ports come back to life.

Unfortunately running the Dell Diagnostics off the boot menu didn't work for me. (My firmware is already 1.2.1 -- current as of this post.)

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@jphughan wrote:

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@pragmadash wrote:

Could you please point to this Thunderbolt 3 firmware update you've mentioned? I can't find it anywhere on the official download page.

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Here's the direct link: https://www.dell.com/support/home/us/en/19/drivers/driversdetails?driverid=c25p2&oscode=wt64a&productcode=xps-13-9380-laptop

I found that by going to support.dell.com, searching "XPS 13 9380" in the model search, and then clicking Drivers and Downloads.  Then I searched "Thunderbolt" to filter the results.  Fyi if you're going to support.dell.com and entering your Service Tag, sometimes that can cause drivers that apply to your system not to be shown.  Of course NOT entering your Service Tag can cause some drivers to be shown that do NOT apply to your system, but I personally prefer to see everything and skip over what I don't need rather than have potentially applicable updates get hidden, so I always enter my system model rather than my Service Tag.

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I have the same issue on a 9380 with Windows: Thunderbolt #3 will charge from power but otherwise will not recognize anything plugged into it. It has worked for the past 3 weeks since the laptop arrived, and stopped working today.

I've tried the Thunderbolt 3 firmware update mentioned by @jphughan but with no improvement. I've placed a call with Dell Support and will update here once I get a response.

Confirmed, installing BIOS version 1.3.2 <ADMIN NOTE: Broken link has been removed from this post by Dell> (25 Apr 2019) resolved the issue.

Fixes:
- Fixed an issue with Secure Boot Option ROM Signature Verification.
- Firmware updates to address security advisory INTEL-SA-00185 (CVE-2018-12188 CVE-2018-12190 CVE-2018-12191 CVE-2018-12192 CVE-2018-12199 CVE-2018-12198 CVE-2018-12200 CVE-2018-12187 CVE-2018-12196 CVE-2018-12185).
- Firmware updates to address security advisories INTEL-SA-00191(CVE-2018-12201, CVE-2018- 12202, CVE-2018-12203, CVE-2018-12205).

Enhancements:
- Removed the option Always Allow Dell Docks from BIOS settings. Dell dock connection and the port behavior will be controlled via the USB and Thunderbolt Adapter configuration settings under operating system environment.
- Replaces Absolute Software service from Computrace to Absolute Persistence Module service.

Okay, so this worked for me... it's a variation on what some others have said. With all devices and power unplugged from the USB-C/Thunderbolt ports (nothing can be using them), fully power down the laptop, then start it again. To be clear, this will not fix the issue in the long term. I saw the problem reappear twice now since my initial post, but that procedure has also temporarily resolved it each time.

Been having the issue disappearing and reappearing every now and then.

There's been a new firmware released which sounds like it should resolve it!

https://cdn.fwupd.org/lvfs/device/com.dell.uefice945437.firmware

Specifically

• Removed the option Always Allow Dell Docks from BIOS settings. Dell dock connection and the port behavior will be controlled via the USB and Thunderbolt Adapter configuration settings under operating system environment.

fwupdmgr refresh

fwupdmgr update

To install it right away.

Hello, 

I have similar issues with my new laptop XPS9380 on linux Ubuntu 18.04.
The "classic" USB-C on the right side of the laptop works correctly in all conditions (mouse, keyboard, external hdd, dock...)
The two Thunderbolt 3 on the left side does not work for external hdd, docks, etc... but it works for mouse and are correctly powered (external hdd physically "turns" but are not seen by the OS).
Another interesting point, if I connect dock and/or external hdd on the laptop BEFORE switching on the computer, they are correctly recognized by the OS (and then i can use all the features of the dock, USB, display, ethernet...). So it seems that thunderbolt port are "desactived" at the start if they are not connected. 

I already updated the firmare/BIOS to the last version 1.3.2 and I tried with no success :
- activate/desactivate the C-state option
- the two mode of thunderbolt (BIOS-assist and native). 
- set thunderbolt security mode to -> no security

If anyone has an idea :-) ,

Thanks

I'm facing a similar problem after automatic update to BIOS 1.4.0 running Ubuntu 18.04. Connecting Mice, Flash-drives or external USB HD works, but the USB-C Hub does not anymore. The Hub still works on the 1st USB-C slot on the left side though.

I've contacted Dell support and hopefully get a solution soon.

Yes, you have to fully shut down the computer, not just restart.

My feeling is that all other approaches mentioned in this thread work only because they include some form of shutting down and starting again the computer.

To follow up, I shut my computer down for a few hours and when I turned it back on all my ports were working fine again. So it seems the problem is intermittent. Hopefully there will be a firmware update or something that addresses it, but at least it's only a temporary nuisance in the meantime.

Hope you are doing fine. Is the issue with the thunderbolt port resolved?  Let me know if you need any assistance.

Thanks, 

 Sreejith

No, it is not resolved. It is far from resolved.