TB16 Docking Station Firmware Update

Question

Greetings I have an XPS 9550 and a Dell TB16 dock. I downloaded the latest firmware and attempted to install. At first I got a message that the hardware didn't exist. I updated the Thunderbolt driver and firmware; and the latest drivers for the dock. After doing so, the update routine ran. The scan showed that I had the latest version of everything except MST2. That showed a hex number as the current version (see picture). Note: Although the pic doesn't show it, all of the firmware components current and new version numbers are the same; other than MST2. I should point out that I read a post from another dock owner describing the same issue. That is why I started this thread. The log after scanning the system says:  3.12.002Firmware name:Original version:Payload version:  I ran the update and it failed (see  photo) Specifically, the failure was MST2; the item with the strange current version number. The log after the update says: Version: 3.12.002Update result: 247Error description: Can't find so many hub devices I had a session with support on a separate issue and the tech in the midst of downloading and installing drivers, saw the  behaviour of the firmware update. The initial offer was to replace the dock. However, I am certain I purchased the item more than a year ago, Therefore the warranty is expired. Interestingly enough, the inventory tag for the dock is not in Dell's system. But I digress. Apart from the fact that since I upgraded to Windows 10 1903, I occasionally have to restart the machine after a cold start to get the items attached to the dock to function (that will be a different post), the dock seems to function OK. The peripherals attached to the dock show up in device manager appear to do what they are supposed to. There would be no question of buying another TB16 dock if this is on the way out. They are too expensive. This is a long post. However I want anyone who reads it to understand the issue and have background; in case they are able to help me understand what is going on here. Is the hex number indicative of a failing dock? Or is there a quirk in the firmware specific to this dock.  Second major concern is that the Dell does not have any information in their system regarding this device. No inventory tag, no express service code. Does that mean I bought a knockoff or an illegally refurbished part? Any assistance or enlightenment would be most appreciated. Graham

PSCITPRO · Accepted Answer

Hi -

I received the same error. MST version was 0.0.0f7. For me this was a false reading. The firmware update utility was seeing daisy-chained DisplayPort monitors (DP 1.2 mode). Issue was resolved by removing all accessories from the dock and running the update directly from the laptop.

TB16 Firmware Update Procedure

-PSC

BobbyWilliams · Answer

I think you'll find that 1903 Windows isn't fully supported yet for the dock. I've replicated the issues you are having with a Dell K16A Thunderbolt dock and there are a number of people having issues with Thunderbolt docks after the upgrade to 1903. I would wait for an update from DELL or downgrade back to 1803

drivesmeupawall · Answer

Graham,

Regarding this note:

I occasionally have to restart the machine after a cold start to get the items attached to the dock to function

there are two things I have to mention if you are still having these issues.

First is that Windows 10 only hibernates when you choose 'shut down' from the user interface by default. You have to restart to make W10 fully shut down, or shut down with the command line 'shutdown -s -t 0' (shutdown in 0 seconds). This has caused numerous issues with various bits of hardware in my experience, and why a cold start doesn't necessarily solve your problem - it's actually only waking from hibernation.

Second is to make sure you set BIOS settings to match Dell's recommendations found here (scroll down to part 3): https://www.dell.com/support/article/us/en/04/sln308303/dell-usb-c-and-thunderbolt-docks-wd15-tb16-tb18dc-wd19-wd19tb-wd19dc-d6000-bios-settings-and-driver-installation-for-troubleshooting?lang=en

good luck!

gderreck · Answer

Thank you both for the replies.

scarecrowII · Answer

I tried this update on both 1803 and 1903.  Same error on both OS revisions.

gderreck · Answer

Thanks PSCITPRO, That did the trick. Graham

XPS

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