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August 7th, 2020 11:00

WD19TB "Your dock fan has failed." But, actually, it seems to be functioning fine

My XPS13 9300 is connected to a Dell WD19TB dock. All BIOS and dock firmware updates are current.

Oftentimes, when I boot the laptop, before it boots into Windows a diagnostic displays an error reading, "Your dock fan has failed. You may experience reduced performance until your dock is serviced."

But the dock fan appears to be operating fine. I can hear it, from time to time. And I experience no reduced performance.

This suggests the error message is, itself, in error.

Getting past the darned message really slows booting up the XPS13, though.

Has anyone else experienced this here and have you found a resolution?

This fellow over in the Vostro community posted a nice screenshot. But he's found no resolution, either. 

November 14th, 2021 09:00

After almost a year of having this issue, the answer was simple.  

Along with this error message and the dock fan running on high until turned off/on, I also had an issue with my external monitors flickering when the laptop lid was closed.  

Yesterday, instead of receiving the boot up error message about the dock fan I had a different error message.  The new error message said the laptop was being underpowered and may drain the battery.  Ding ding ding.  I was powering my laptop and SSD from the docking station and running two display port monitors.   

So, I connected the provided AC power adapter to the laptop. Lo and behold, my screens no longer flicker when laptop lid closed AND the dock fan is not running at high speed all of the time now. Additionally, I plugged my laptop into a separate outlet.

YEAH!!!!! 

Community Manager

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2.1K Posts

March 26th, 2024 14:08

If you’ve recently encountered this issue, Dell strongly recommends performing Dock reset followed by updating your Windows Operating System and Dell drivers.

Dock Reset Procedure:

  1. Remove the dock USB-C or Thunderbolt cable from the computer.
  2. Unplug AC power from the dock.
  3. Drain any remaining power to the dock by holding the power button for 30 seconds.
  4. Plug AC power into the dock.
  5. The dock LED on the power button should blink three (3) times.
  6. Plug the dock USB-C or Thunderbolt cable back to the computer.

Windows Operating System and Dell driver updates:

  1. Run Windows Update to ensure that the operating system is up to date.
  2. Run SupportAssist (all models), or Dell Command | Update (Precision, XPS, and Latitude) or Dell Update (Vostro, Inspiron, and G-Series) to update the computer BIOS and Drivers for both the computer and dock. Drivers can also be manually downloaded and installed. These computer BIOS (the computer reboots when running the BIOS update), drivers, and the drivers for the dock can be downloaded from the Dell Support Website. (The USB Audio jack driver only applies to docks with 3.5 mm jacks.)
  3. Update the dock firmware
    • The dock must be connected to the computer during the update process to detect and install the dock firmware.
    • Power cycle the dock once the firmware has been updated.
  4. Completely turn off the computer, then turn the computer on (do not skip this step, this is essential to apply the changes)
  5. Test the Docking Station to see if the issues are resolved.
  6. If the error still exists, you might consider replacing the dock. You can contact support by clicking on "Get Help Now" in the bottom right corner of this page.”

(edited)

4 Posts

November 23rd, 2020 13:00

I've had this same issue. It's a bit of a pain as the boot process hangs up until a "Continue" link is clicked on the laptop.

December 7th, 2020 09:00

Just curious if anyone has found a solution for the problem? I had this issue a few months ago on a customers laptop and a bios update fixed the issue, or so I thought. Now the customer is complaining of the same issue. Just wondering if anyone has come across a fix. 

Thanks!

December 9th, 2020 06:00

Me too.   WD19TB with a Dell Precision, 3 Monitors,  Video Camera,  SSD drive.   Its a very important fan.  When it fails I’m dead in the water and working off an ipad.    

1 Message

January 14th, 2021 06:00

Unplugging the docking station from USBC and power supply for 1-2 minutes solved the issue for me.

January 27th, 2021 08:00

Same thing.   The WD19TB dock is a key piece of my setup.  I have to unplug the dock from power and computer then hold down the dock power switch for a minute.  It seems to work.  Why do I have to do this?  Is there something else I could do to prevent it from happening in the first place?

81 Posts

January 27th, 2021 08:00

Is it possible it's overheating maybe? That could explain the "fan failed" message, e.g., perhaps this message is generated when the temperature sensor goes off,  so it thinks the fan is not working, even though it is?

January 29th, 2021 06:00

Dell has agreed to replace my WD19TB dock.

For a long time, they resisted agreeing there was a problem with the dock. At one point the dock was being used by someone else who encountered the same problems. Eventually, Dell relented and sent me a refurbished unit as a replacement.

However, in the interim, I purchased a different dock. The CalDigit USB-C Pro dock is fanless and it has worked without a problem with my Dell XPS13 9300. 

Personally, I suspect there could have been a problem with how this dock was monitoring its temperature. I often found its fan - I think there are at least five speeds available to the fan - running at its highest speed. But the temperature of the air being vented out of it was definitely not hot. Or even warm. My home office is kept cool (65F - 66F).

I realize this is not a great resolution, so far as this thread is concerned; I cannot report on the performance of the replacement WD19TB. I eventually chose to sell it and I've received no complaints from the purchaser.

81 Posts

January 29th, 2021 07:00

I've had a similar story. My dock, however, didn't seem to have temperature/fan issues, but was consistently dropping monitor connections. I got a new unit a couple days ago and spent a full day working with it yesterday. I had no dropped connection issues, so that's good. But I also had this phenomenon that you described: the fan is not working quietly, but rather has these rare insane bursts at full speeds (when it is not even needed, as the unit is barely warm). Now this makes me concerned that I will have more issues in the future. Good job getting rid of your unit!

January 29th, 2021 07:00

Oh. My. God.

I very much regret my most recent reply to this thread.

The DellCares bot now believes I'm opening a new issue on my laptop. DellCares is peppering me with emails demanding I describe the problem, and provide them with my contact information and my system's tag number. They are also preventing me from replying too quickly to each of their five new messages.

My apologies to those of you reading this thread; I'm posting these here on the off-chance a human on Dell's end will intervene in the private message thread they've now opened with me, to stop the insanity their bot is precipitating this morning. 

2021-01-29 07_14_13-Private Messages - Dell Community.jpg

 

1 Message

February 25th, 2021 08:00

Updating the dock firmware by downloading the latest device updates fixed the issue for me, I found the updates here: https://www.dell.com/support/home/en-us/product-support/product/dell-wd19dc-dock/drivers

But regardless of the dock, you can punch in the S/T number at Dell.com/Support and it should give you the latest updates

Moderator

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25K Posts

February 25th, 2021 08:00

Hi,I see you’re looking for technical assistance. If you require our help, you could initiate a private/direct message with us, and we’d be glad to assist you.

1 Message

April 2nd, 2021 05:00

I have experienced this too, but under very specific circumstances. My college provides these docks and laptops to faculty so we have the same setup at home as we do on campus. I only experience this error when taking my laptop home and then bringing it back to campus. The error seems to only show up using the dock in my campus office. When I first reported this to my IT department, they said I was welcome to swap docks with new ones they had in stock - we have a room full of new docks because we are slowly rolling out to systems for the college. I've tried a total of 6 (3 different sets between my two offices) and the same thing happens. I'm thinking there is something inherently flawed with these docks. It's just too easy to replicate the issue with brand new hardware. 

1 Message

April 20th, 2021 12:00

Me too

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