I did end up calling Dell Support. I spoke with five different people and had a tech mess with the drivers for about two hours. At the end he found a driver that was updated yesterday (new version released on dell website). The dock worked for about twenty minutes after I finished talking to support and then it died... I have since emailed them and they escalated to the product support team. :emotion-6:
This email is about your recent email conversation with Dell Technical Support about Thunderbolt port issue.
Todd - I am sorry about the delay in the resolution, I have escalate the case to our engineering team, as soon as I hear from our engineering team I will write to you.
Thank you for your time and patience.
If you need further assistance from our end, either you can reply to this mail, or use any of the below mentioned lifelines.
Live chat with Technical Support / Customer Care you can click on link:
3 weeks and my return is still sitting as "Open - Unassigned."
What really is terrible is the only time I really have to call is on the weekends and they don't answer the phone (or do online chat) over the weekend.
I had my final straw with the dock last night when I was sitting in the other room and just heard it start going though the connect and disconnect sound over and over again. Now nothing I seem to do can keep it connected for more than a few minutes. The thing was working for a full week just fine. Then it just flips out for no reason and dies.
It's just not worth the hassle anymore. I need to get my desktop back up and running for other reasons, so there's not much point in the dock now for me. I could use the $299 elsewhere.
Time to chalk this up as a failed experiment and move on. It will be interesting to see if the Razer Core has similar issues when it comes out next month.
Edit: And as of this morning I have my shipping label finally. That's good at least.
I have brand new XPS 15 9550 with the latest drivers, a TB15 dock, and two Dell P2715Q monitors. At this point, I am only testing with one monitor, since I haven't been able to get that one working yet. It comes on for a couple of minutes and then shuts off. Of course, I'm unable to use the NVidia 960m card in the laptop at all without black-screen crashing. What a disaster.
Docks still not working. We are small biz w/ 35 employees. Trying to replace old HP equipment, we run all notebooks and docks with monitors keyboards/mouse at desks.
Purchased XPS 9550 last month, along with 2 TB15 docks. After updating everything I can sometimes get it to work. However if the laptop ever goes into sleep mode while dock is connected it causes all sorts of havok. The dock stops working and the connection will cycle repeatedly. At this point you have to hard turn off the laptop and power cycle the dock to get it to work (if you are lucky).
Also dock will not work while laptop lid is closed (we run dual monitors).
All sorts of buggy issues. Dell please fix ASAP or stop selling hardware that doesnt work. We need to order 10-15 additional units but cannot until this is resolved.
with the precision 7710 I can keep the lid close with three external DVI screens. In win 10, I set the power options to do nothing with the lid. Not sure if that makes a difference.
Are you doing display port linking or are you using each port on the back of the TB15? I'm using all 3 ports on the back (DP, mDP, HDMI) to each screen. I have my power settings to do nothing. I don't see the Dell screen at start up with my lid closed. I'll wait for a bit and open my lid and the start screen is there just waiting.
Did you make any changes in your BIOS. We have 7510's, may test on one of those today.
Also dock will not work while laptop lid is closed (we run dual monitors).
Still same here. I'm losing my patience. We have 2 TB 15's and 1 XPS 13 9350 and 1 XPS 15 9550. I was testing with the XPS 13 yesterday. I was able to boot up with the lid closed with a single monitor attached and worked on it for about 15 minutes before the screen blinked and came back on, a few minutes later it blacked out and never came back.
My XPS 15 with the TB15 is rock solid with 3 screens all day long, but only if my lid is open. So frustrating.
CAN SOMEONE FROM DELL PLEASE RESPOND TO THIS ISSUE???
I sure am glad I read this forum before purchasing a TB15. I really don't have the time to try to debug this stuff; however, I would like someone to clarify one thing for me. The Dell shopping page lists multiple different docks:
Dell Wireless Dock (452-BBUX)
WD15 with 130W adapter
WD15 with 180W adapter
TB15 with 150W adapter
TB15 with 240W adapter
Do all of these devices suffer from the same problem, or is there one that works? I wouldn't suspect the adapters have an affect on the problems described, but just thought I'd ask.
I wanted to check and see if you have received your refund from Dell yet? I've returned my dock until they get everything sorted since it was unusable after weeks of troubleshooting but haven't received a refund yet (over 30 days ago). Support is telling me it has been processed but how long should it take to see it back in my bank account (debit card used)?
I just installed the latest firmware (XPS 15 9950 -> Chipset -> March 24th) and now instead of connecting/disconnecting loop when I plug in the dock, it's no longer recognized at all.
On top of that, the usb-c port doesn't work at all after trying to connect the dock until I reboot. I am using a usb-c to hdmi adapter for my second monitor, and I thought the firmware fried my port because I could no longer get my second screen to be recognized, but it came up after a reboot.
Think I narrowed down the BSOD problems with my TB15 to the Realtek GbE Ethernet driver thanks to other posts here. No BSOD since I uninstalled it (but of course also no Ethernet Connectivity through the Dock :-( ).
Annoying fan noise problem still makes it impossible to use the dock in an office setting.
I wanted to check and see if you have received your refund from Dell yet? I've returned my dock until they get everything sorted since it was unusable after weeks of troubleshooting but haven't received a refund yet (over 30 days ago). Support is telling me it has been processed but how long should it take to see it back in my bank account (debit card used)?
If it's been over 30 days and they haven't posted a refund to your card yet, it's time to dispute the charges on the card. The email says up to 30 days. If on day 31 I don't have my refund yet, there will be one email sent to support with a 24 hour deadline to get it resolved. If it isn't, then I'm disputing the charge on my card and they'll have to deal with Capital One.
With the utter trainwreck this thing has been, they do not get any wiggle room on getting the refund to me.
Think I narrowed down the BSOD problems with my TB15 to the Realtek GbE Ethernet driver thanks to other posts here. No BSOD since I uninstalled it (but of course also no Ethernet Connectivity through the Dock :-( ).
I found the same thing with "rtux64w10.sys". I returned my dock due to a number of issues. It is interesting that the latest driver that Realtek has for this chip (RTL8153) is v10.5 but Dell released v10.6. I don't know where they got it.
I also had an issue with the Realtek USB Audio software installed for the dock. I had to uninstall that.
I uninstalled 10.6 from dell and installed the 10.5 version from the Realtek Website and had no BSOD for more than a day now, while the Ethernet is working.
No experience with the audio drivers, don't use much audio on my device.
BrandonRedder
2 Posts
0
March 17th, 2016 08:00
I did end up calling Dell Support. I spoke with five different people and had a tech mess with the drivers for about two hours. At the end he found a driver that was updated yesterday (new version released on dell website). The dock worked for about twenty minutes after I finished talking to support and then it died... I have since emailed them and they escalated to the product support team. :emotion-6:
xKloc
19 Posts
0
March 17th, 2016 11:00
Here's the latest status from support:
Hi Todd,
Greetings from Dell.
This email is about your recent email conversation with Dell Technical Support about Thunderbolt port issue.
Todd - I am sorry about the delay in the resolution, I have escalate the case to our engineering team, as soon as I hear from our engineering team I will write to you.
Thank you for your time and patience.
If you need further assistance from our end, either you can reply to this mail, or use any of the below mentioned lifelines.
https://channels.us.dell.com/netagent/cimlogin.aspx?questid=62BBF5CB-D621-4129-AFD9-747668ED5FE2&portid=58C187D9-BF06-4386-BF7E-C2D462D2DBC9
If your issue is resolved please disregard this email.
Thank you for choosing Dell and giving us the opportunity.
Regards,
Santu.
Dell | Technical Support Specialist
Shift Time - 10:00 AM to 06:00 PM CST
Weekly Offs: Saturday and Sunday
bull3964
8 Posts
0
March 18th, 2016 20:00
3 weeks and my return is still sitting as "Open - Unassigned."
What really is terrible is the only time I really have to call is on the weekends and they don't answer the phone (or do online chat) over the weekend.
I had my final straw with the dock last night when I was sitting in the other room and just heard it start going though the connect and disconnect sound over and over again. Now nothing I seem to do can keep it connected for more than a few minutes. The thing was working for a full week just fine. Then it just flips out for no reason and dies.
It's just not worth the hassle anymore. I need to get my desktop back up and running for other reasons, so there's not much point in the dock now for me. I could use the $299 elsewhere.
Time to chalk this up as a failed experiment and move on. It will be interesting to see if the Razer Core has similar issues when it comes out next month.
Edit: And as of this morning I have my shipping label finally. That's good at least.
tigersoft
1 Message
0
March 21st, 2016 02:00
me too..
corygross
18 Posts
0
March 21st, 2016 08:00
I have brand new XPS 15 9550 with the latest drivers, a TB15 dock, and two Dell P2715Q monitors. At this point, I am only testing with one monitor, since I haven't been able to get that one working yet. It comes on for a couple of minutes and then shuts off. Of course, I'm unable to use the NVidia 960m card in the laptop at all without black-screen crashing. What a disaster.
ping2016
2 Posts
0
March 22nd, 2016 17:00
Docks still not working. We are small biz w/ 35 employees. Trying to replace old HP equipment, we run all notebooks and docks with monitors keyboards/mouse at desks.
Purchased XPS 9550 last month, along with 2 TB15 docks. After updating everything I can sometimes get it to work. However if the laptop ever goes into sleep mode while dock is connected it causes all sorts of havok. The dock stops working and the connection will cycle repeatedly. At this point you have to hard turn off the laptop and power cycle the dock to get it to work (if you are lucky).
Also dock will not work while laptop lid is closed (we run dual monitors).
All sorts of buggy issues. Dell please fix ASAP or stop selling hardware that doesnt work. We need to order 10-15 additional units but cannot until this is resolved.
turbochris
10 Posts
0
March 23rd, 2016 09:00
Are you doing display port linking or are you using each port on the back of the TB15? I'm using all 3 ports on the back (DP, mDP, HDMI) to each screen. I have my power settings to do nothing. I don't see the Dell screen at start up with my lid closed. I'll wait for a bit and open my lid and the start screen is there just waiting.
Did you make any changes in your BIOS. We have 7510's, may test on one of those today.
Thanks
Chris
turbochris
10 Posts
0
March 23rd, 2016 09:00
Still same here. I'm losing my patience. We have 2 TB 15's and 1 XPS 13 9350 and 1 XPS 15 9550. I was testing with the XPS 13 yesterday. I was able to boot up with the lid closed with a single monitor attached and worked on it for about 15 minutes before the screen blinked and came back on, a few minutes later it blacked out and never came back.
My XPS 15 with the TB15 is rock solid with 3 screens all day long, but only if my lid is open. So frustrating.
CAN SOMEONE FROM DELL PLEASE RESPOND TO THIS ISSUE???
Schlermie
1 Message
0
March 23rd, 2016 12:00
I sure am glad I read this forum before purchasing a TB15. I really don't have the time to try to debug this stuff; however, I would like someone to clarify one thing for me. The Dell shopping page lists multiple different docks:
Do all of these devices suffer from the same problem, or is there one that works? I wouldn't suspect the adapters have an affect on the problems described, but just thought I'd ask.
sschaut
6 Posts
0
March 24th, 2016 10:00
I wanted to check and see if you have received your refund from Dell yet? I've returned my dock until they get everything sorted since it was unusable after weeks of troubleshooting but haven't received a refund yet (over 30 days ago). Support is telling me it has been processed but how long should it take to see it back in my bank account (debit card used)?
xKloc
19 Posts
0
March 24th, 2016 14:00
I just installed the latest firmware (XPS 15 9950 -> Chipset -> March 24th) and now instead of connecting/disconnecting loop when I plug in the dock, it's no longer recognized at all.
On top of that, the usb-c port doesn't work at all after trying to connect the dock until I reboot. I am using a usb-c to hdmi adapter for my second monitor, and I thought the firmware fried my port because I could no longer get my second screen to be recognized, but it came up after a reboot.
erwinrichard
36 Posts
0
March 25th, 2016 05:00
Think I narrowed down the BSOD problems with my TB15 to the Realtek GbE Ethernet driver thanks to other posts here. No BSOD since I uninstalled it (but of course also no Ethernet Connectivity through the Dock :-( ).
Annoying fan noise problem still makes it impossible to use the dock in an office setting.
bull3964
8 Posts
0
March 25th, 2016 18:00
If it's been over 30 days and they haven't posted a refund to your card yet, it's time to dispute the charges on the card. The email says up to 30 days. If on day 31 I don't have my refund yet, there will be one email sent to support with a 24 hour deadline to get it resolved. If it isn't, then I'm disputing the charge on my card and they'll have to deal with Capital One.
With the utter trainwreck this thing has been, they do not get any wiggle room on getting the refund to me.
johnptd
380 Posts
0
March 26th, 2016 01:00
--------------------------------------------------------------------------------------------------------------------------------
Think I narrowed down the BSOD problems with my TB15 to the Realtek GbE Ethernet driver thanks to other posts here. No BSOD since I uninstalled it (but of course also no Ethernet Connectivity through the Dock :-( ).
--------------------------------------------------------------------------------------------------------------------------------
I found the same thing with "rtux64w10.sys". I returned my dock due to a number of issues. It is interesting that the latest driver that Realtek has for this chip (RTL8153) is v10.5 but Dell released v10.6. I don't know where they got it.
I also had an issue with the Realtek USB Audio software installed for the dock. I had to uninstall that.
JohnD
erwinrichard
36 Posts
0
March 26th, 2016 03:00
I uninstalled 10.6 from dell and installed the 10.5 version from the Realtek Website and had no BSOD for more than a day now, while the Ethernet is working.
No experience with the audio drivers, don't use much audio on my device.