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Mecka Mais
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June 10th, 2020 09:00
17 R5, USB and TB docks, issues
Hi all,
After over a year of extensive testing, we have identified a persistent issue with Alienware 17 R5 and Alienware 15 laptops when it comes to working with USB-hubs and Thunderbolt docks. They simply do not work with the exception of one dock (so far.)
Specifically, anything connected to a USB-hub (powered or not, monitor-based or stand-alone, etc.) is flaky. Keyboards and mice, external HDDs, etc., simply don't work properly. For the most part, connectivity is intermittent.
Testing has been performed using three Alienware 17 R5 laptops and one Alienware 15 of the same generation, numerous docks, USB-hubs, and many different peripherals—they all behave the same way. In our experience, the problem is predictable and is easily reproducible. Firmware and drivers are up to date for both devices and peripherals. We've swapped out Dell monitors, docks, etc., countless times via Dell support.
The only reliable solution has been to use the VisionTek VT5000 Dual Display Thunderbolt 3 Docking Station, and even with that, you still cannot connect a hub to it. If you try, the problem persists. Ex: Peripheral >> USB-hub (monitor-based or otherwise) >> VisionTek VT5000 Dual Display Thunderbolt 3 Docking Station >> Computer.
I've seen a million problems in the computer industry, but few as annoying as this. I'm posting here in case anyone else is experiencing the same issue. Maybe we'll one day get to the bottom of it.
The main reason we would like to be able to use a USB-hub is that these computers only come with one USB-C Thunderbolt, one USB-C, and two standard USB ports. If you add the dock, you only get two more, which means that every time you unplug your computer from the dock to take it somewhere, you have to unplug a host of USB connections.
First world problems, I know, but it's really is annoying when USB is supposed to be a standard that works universally, and in my 20 years of experience as an IT professional, this is the first series of systems that don't work as they should.
