UNSOLVED

Popstn

updated

2 years ago

P

Popstn

1 Rookie

4 Posts

0

7615

September 9th, 2022 10:00

WD19DC Firmware Issues - USB device not connected

So after updating (2)  WD19DC docks with the latest firmware, a constant popup error of:

USB device not recognized

Recommendation: Try reconnecting the device. If Windows still does recognize it, your device may not be working properly.

Same thing happens on both updated docks with NO other USB devices connected. Common laptop being used is a Dell Precision 7740 (Win 10 Pro), fully updated according to Dell Command Update and Windows Update.

  • Package Version: 01.00.25.01
  • WD19DC MST v05.06.03
  • Gen1 Hub v01.21
  • Gen2 Hub v01.47
  • WD19DC Dock Ec v01.01.00.03
  • DELL-Cares

    Moderator

    27815 Posts

    652 Points

    1972

    0

    Posted September 10th, 2022 04:00

    We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.


    #IWork4Dell

    For all non-technical issues that require your private data, we must communicate via a private Direct Message
    Dell Partner GEM Program
    , Out of Warranty Support Options, BIS (Bureau of Indian Standards) certificate, Get a copy of your Dell invoice

  • LegoManMN

    5 Posts

    1947

    0

    Posted September 13th, 2022 17:00

    I too have this same issue. Just updated the dock a few days ago. Now, when I dock a powered-off Precision 7560, it powers on with no ethernet connection. In the Device Manager, The Realtek USB GbE Family controller doesn't load and I get "Unknown USB Device (Port Reset Failed)". 

    I just installed the Realtek driver (Realtek-USB-GBE-Ethernet-Controller-Driver_3K7FF_WIN_1153.6.0418.2022_A27_01.EXE), and that appears to have fixed it. I’ll keep testing though.

    Support for Dell Dock WD19 | Drivers & Downloads | Dell US

  • Popstn

    1 Rookie

    4 Posts

    1941

    0

    Posted September 13th, 2022 20:00

    I ended up fixing my issue!

    I disconnected everything from the laptop and ran the laptop BIOS updater again. Then plugged nothing but the dock into the laptop and updated the dock firmware again. Once all that was done I plugged everything else back and Bob's your uncle!

  • Popstn

    1 Rookie

    4 Posts

    1929

    0

    Posted September 14th, 2022 21:00

    So may have spoke too soon. Only 1 of my docks is working now. The other one at home is still doing the same thing. I've tried the same process with this 2nd dock as I did with the 1st dock - yeah that didn't work this time.

    Also tried installing the Realtek-USB-GBE driver recommended. Didn't help......

  • rinconman285

    1 Rookie

    62 Posts

    1923

    0

    Posted September 15th, 2022 13:00

    try disconnecting the power from the dock.  wait a minute, and reconnect the power.  re-connect the computer and boot.

  • Popstn

    1 Rookie

    4 Posts

    1920

    0

    Posted September 15th, 2022 18:00

    Yeah tried that A LOT. No dice. 

  • SturgIT

    1 Message

    1846

    0

    Posted October 3rd, 2022 10:00

    I am seeing this exact same issue on one of my users docks after doing Dell Command Updates over the weekend.

     

    So far I have tried the following to no avail:

    • power cycling the dock(s)
    • Rerunning the BIOS update utility
    • Reinstalling realtek-USB-GBE controller driver
    • Rerunning Dell Dock Firmware Utility
    • Verifying all drivers are up to date

     

    I did have the user attempt to plug her computer into a 3rd WD19 dock and that dock appears to be working without any issues. Her home and office dock are still having the constant USB error.

    Ill likely be opening a support case with Dell to see if they have any official answer on this but I am thinking there is some kind of

  • drdamico

    1 Message

    1515

    0

    Posted December 27th, 2022 07:00

    I have also started seeing the same reported issue after updating to the Dell WD19 firmware that was released on 04 Jul 2022. This issue did not occur before the firmware update. Hopefully Dell will release a new firmware that will address this problem as it appears to be impacting many users. 

     

    I have also tried many of the fixes the others have reported with no luck. 

  • Arnoldo6868

    1 Message

    0

    0

    Posted August 14th, 2023 03:10

    I am having this Dock WD19dcs . After dell prompted the critical update for it, i accepted the installation . Then the problem with USB Device not recognized - The last USB device you connected to this computer is malfunction.... pop up constantly. 

    Try this with other laptop and the problem is the same

    The ethernet cable connected through the Dell Dock WD19dcs will not work, so I have to connected to laptop through the USB Ethernet adapter.

    Bios update and other troubleshoot ways guided by Dell / Company IT member dont works. At the end , Dell provided a new Dock and it works . Then today August 14th 2023, dell prompted an update, i accepted it and the problem with USB Device not recognize started again . This is ridiculous 

  • cristiandrei

    1 Message

    0

    1

    Posted January 24th, 2024 09:00

    It is incredible how such an old issue is still not resolved by Dell.

    (edited)