XPS 13-9360, Bios 2.11.0, cable error

Question

It appears that the latest BIOS update (2.11.0) has broken something. Every time I reboot or restore from Hibernate, a BIOS error screen appears stating "The cable you have connected is not supported by this dock".

I have no docking station nor anything plugged in to the laptop ports at all. The laptop is factory standard with no hardware changes other than an up sized SSD which was done some months ago.

The previous BIOS version 2.10.0 does not cause this error so presumably it is specific to the latest BIOS release.

TIA

Ed0109 · Accepted Answer

Robert and SreejithR: That worked! Thank you!

Dazz2017: This is what I did --

Went to the link per Robert. Typed the word "thunderbolt" (no quotes) in the Keyword box. Left other 3 boxes to their defaults: OS = Windows 10, 64-bit. Category = All. Format: All. Left unchecked: Show downloads by Service Tag, Show urgent downloads only.

Two Thunderbolt updates appeared: 1) Intel Thunderbolt Controller Driver 28 May 2019 - I downloaded and installed first. 2) Intel(R) Thunderbolt 3 Firmware Update 05 Apr 2018 - downloaded and installed next. That's it, I no longer see the "cable you have connected" error screen when I boot up.

I have noticed in the past that sometimes Dell Update and SupportAssist don't always show the drivers that you can find by instead going directly to the drivers & downloads page. In fact, I don't really understand the difference between Dell Update and SupportAssist. Ideally, you should be able to go to only one "umbrella" to find all that you need to update your system.

I, too, had similar problems using Dell Update and SupportAssist. I deleted them both and re-installed the latest versions I could find - Dell Update 3.0, SupportAssist 3.2.2. They run fine now.

Good Luck.

Ed0109

Ocdi · Answer

I'm seeing this too

aenon2 · Answer

same here :(

Dazz2017 · Answer

FYI for those who follow, Dell have replied without any assistance claiming the warranty has expired even though this is .

Read the Community Terms of Use which you agreed to when joining our USA Forum.

My only option therefore was to revert back to the prior version bios (2.10.0) but hopefully a later bios version will fix this.

Dell-SreejithR · Answer

Thank you for your message. I apologize for the inconvenience caused. I will be glad to assist you with this.

Please update the Intel Thunderbolt controller driver followed by the Intel Thunderbolt 3 Firmware update. Update the latest BIOS again.

Let me know the outcome. For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Sreejith R) & send a private message with the service tag, registered name & email address.

How to locate the service tag

Dazz2017 · Answer

Hi SreejithR,

Thanks for responding. I'll need a bit more info as I'm don't know what Intel Thunderbolt 3 firmware update you're referring to. All my Dell drivers are up to date or are you referring to something else?

thanks

Dazz2017

Ed0109 · Answer

Me too, I get the same message after this BIOS update. I have not reverted to the prior update, as my machine is working fine with this current version. I just press Enter and that makes the message disappear. But still, I shouldn't have to do this, as I don't have a docking station, and I don't have anything plugged in to the laptop ports.

So I'm asking the same thing: Since I am up to date on my drivers per Support Assist and Dell Update, where do we get the appropriate Thunderbolt driver updates you're recommending?

Robert P (retired) · Answer

Hi Ed0109,

Thanks for posting. The drivers can be found here: Support for XPS 13 9360

If you still require assistance and the system is under warranty, you may contact me privately. Be sure to include your personal information (name, address, telephone, email) and your computer's service tag number in your message. Thanks.

If there is no warranty, then you could contact our Out of Warranty team to get a quote for a paid service request.

Dazz2017 · Answer

Hi Robert, Whilst I appreciate the reply, unfortunately your response doesn't answer the question which is what exactly is the Thunderbolt 3 driver update being referred to? As Ed0109 and I both state, we have all the Dell updates (as far as I know) and further at the link you sent I can see no TB3 updates listed. I my particular case I should also mention that there appears to be an issue with the SupportAssist tool. When I click on 'Detect Drivers' I get a message saying SupportAssist needs to be updated. However, when I download and run this it reports that my version is up to date already. Clicking on Detect Drivers again just goes through the same process in a loop. This may or may not be related to the primary issue but clearly there are problems with the Dell update process. PS. I have tried uninstalling and re-installing the SupportAssist program but this doesn't resolve the problem. regards Dazz2017

Dazz2017 · Answer

Hey Ed, well done. The thunderbird approach you described worked for me! Thanks :smileyhappy:

I'm still having the same issue with SupportAssist though - I already had the latest versions and re-installing them didn't solve it so I guess I'll just have to look for any updates manually from now on - what a pain. Not much point having an automated update process if it doesn't work though, hey Dell! :smileyfrustrated:

XPS

XPS 13-9360, Bios 2.11.0, cable error

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