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Dell XPS 15 9560 with Thunderbolt Dock TB16 doesn't see USB devices before restart
Hello,
I have problem with connecting my Dell XPS 15 with my working station.
I have TB Dock and connected on it 2 monitors, Ethernet cable, USB mouse and keyboard. When I finish work, I just unplug TB and carry laptop with me. When I get back, and connect TB port again, laptop doesn't see my USB devices ( mouse and keyboard) and does't see my cable Ethernet connection.
Am I missing some software maybe or something? It's really inconvenient to restart laptop every time I connect it to TB Dock
n00b2
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May 15th, 2017 04:00
Are you using Windows 10? I was having the same problem except it was affecting all my USB ports (laptop and dock) as soon as I first connected the TB16. The way I fixed it was go into device manager > Universal Serial Bus controllers > right click ASMedia USB Root Hub > Power Management > uncheck allow the computer to turn off this device to save power. I ended up unchecking it on every single USB device and also all the USB devices in the Human Interface Devices section and that fixed the problem but I believe ASMedia USB Root Hub was the one that fixed it for the TB16.
DELL-Chris M
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May 12th, 2017 09:00
Check the TB16 AC adapter. If the part number is DW5G3, contact Technical Support and get it exchanged for part WW4XY. Read this for more information.
Nutic
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May 12th, 2017 09:00
AC adapter model is: GA240PE1-00
Nutic
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May 12th, 2017 10:00
AC adapter is model: GA240P1
I am not sure that problem could be in adapter. Since when I connect dock on TB monitors start working and it's okay.
But as I said, laptop does not see LAN cable from dock, and does not detect usb keyboard and mouse.
Saltgrass
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May 12th, 2017 12:00
Before I check mine, you do not unplug the dock power but only unplug the USB C to the computer? So the dock stays powered until you reconnect the computer?
Nutic
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May 13th, 2017 04:00
No, I leave TB plugged with monitors and everything, just disconnect XPS and connect it back and it doesn't see devices again.
Saltgrass
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May 13th, 2017 07:00
Mine seems to be working the way you think it should. I pug in the TB to the computer and the white power light comes on. A second or two later I start getting the chimes for devices connecting. When I unplug it I get the chimes
If the ports on your system recognize a device when plugged in, it should recognize them when on the dock. You might try removing all but one device to see if it gets recognized. You might check the Device Manager to see if any of the USB hubs have and option in the Properties - Advanced tab to reset the hub.
Using the Device Manger to search for devices may have some effect.
I am using my 9365 so it might behave differently.
DELL-Chris M
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May 13th, 2017 08:00
Are you doing a hot disconnect, meaning the operating system is up and running and you simply disconnect? If yes, try placing the operating system into standby mode, then disconnect. Then reconnect and try to wake up the operating system.
Nutic
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May 13th, 2017 08:00
Yes, usually hot disconnect, but even when XPS wakes up from sleep connected on TB, it doesn't work. I have to manually click on restart button in windows and then it works.
DELL-Chris M
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May 14th, 2017 09:00
Per the article, did you follow the step by step, "Dell Thunderbolt Dock TB16 Driver Installation Guide" ? If yes and the Intel Thunderbolt 3 firmware was successful, then contact Technical Support and have them issue a TB16 exchange.
Nutic
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May 15th, 2017 10:00
It worked today as it should by some miracle. I have reinstalled all drivers 2 days ago tho