ThomasXPS15

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July 22nd, 2018 23:00

Mouse freeze after TB16 wakeup from hibernate on XPS 15 9570

After waking up my XPS 15 9570 from hibernate after connecting it to my TB16 by pressing the power button on the dock, mouse and keyboard are not usable on the appearing Windows 10 logon screen. Mouse and keyboard are freezing for seconds before some interactions is possible for a very short moment. Than it freezes again and again...

I need to press the dock power button again to hibernate XPS 15. After a new press to the dock power button the XPS wakes up from hibernate without troubles.

Any one else which this troubles?

BIOS, drivers and TB firmware are on latest version.

Regards,

Thomas.

Responses(8)

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ThomasXPS15

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November 15th, 2018 01:00

Hello, The problem is currently solved for me! I have installed all updates (BIOS 1.5.0, ASMedia 1.16.54.1, TB16 firmware up-to-date,...) Not sure what has fixed this but I think BIOS 1.5.0. Great! Regards, Thomas.

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ThomasXPS15

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July 25th, 2018 04:00

Hallo,

Here are the steps to reproduce the problem:

1. While on the dock and Windows is started (XPS15 lid closed, not on power supply, power supplied by dock) -> press the TB16 power-button (which hibernates my system per settings...)

2. Disconnect the Dock after XPS15 is hibernated.

3. Start XPS15 by pressing the power button from hibernate while it is disconnected from the Dock (and from power supply, lid opened)

4. After some work has been done, press power button of XPS15 to hibernate the system.

5. Connect the XPS15 to the dock (while the power supply is disconnected and the lid is closed)

-> on the appearing Windows login screen on my external monitor connected to the TB16 mouse and keyboard are frozen (mouse and keyboard are connected to ASMedia USB3.0 eXtensible Host Controller -> ASMedia USB Root Hub -> Generic USB Hub -> Generic USB Hub -> USB-Composite -> Logitech USB Input Device... which is a logitech wireless USB dongle connected to a USB 2.0 port of the Docks back side)

I hope this description helps to fix the problem. Unfortunately this is what I do every day: Working on the dock with closed lid -> hibernate the system -> use the system out of office -> hibernate -> connect to dock again -> wake up from hibernate on the dock ....

LG

Thomas.

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ThomasXPS15

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July 27th, 2018 02:00

Hello,

Thanks to the Dell support I have now a workaround for the problem. You need to deactivate the option "Allow the computer to turn of the device to save power" for all device nodes in the devices manager from "ASMedia USB 3.0 eXtensible Host Controller" down to your input devices including "Generic USB Hub" and so on....

Maybe deactivating the power saving mode is not needed for all nodes but I have not tested this.

Thanks! To Dell support for this. Hopefully this will be fixed with a further driver update.

Regards,

Thomas.

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ThomasXPS15

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August 21st, 2018 21:00

Ok, the problem was not solved with the above power settings within the Device-Manager. This was only a temporary fix.

No workaround for this so far. I always need to wake up my XPS 15 twice on my TB16 before I can use mouse and keyboard. Very annoying!

LG

Thomas.

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improwise

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October 8th, 2018 10:00

Did you ever find a solution for this? These problems where the main reason I just ordered a Thinkpad having gone through 3 9570s with the exact same problems (among many)...

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ThomasXPS15

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October 9th, 2018 01:00

Hello, no! So far I have only a workaround: 1. Before I connect the hibernated XPS to the TB16, I open the lid and press the power button of the XPS15. 2. After XPS shows the login screen, I close the lid (this does not put my XPS into sleep or hybernation because I have configured, that XPS should stay running after closing the lid while on battery). 3. Than I connect the running XPS to the TB16 and so I get my running configuration: TB16 with two screens, mouse and keyboard, power supply via TB16 and lid of XPS15 closed. This is very uncomfortable, since I can not use the TB16 power button and I always need to open and close the lid and I have to wait for for the login screen..... Regards, Thomas.

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GosuBuster

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December 25th, 2018 00:00

Did you downgrade BIOS from 1.6 to 1.5? I have this problem with 1.6.

Dell-SreejithR

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December 26th, 2018 09:00

Thank you for your message. Please update the TB16 firmware from this link

Double click Firmware Utility, read the message shown on the screen carefully. Then click the “OK” button;

DO NOT INTERRUPT THE UPDATE PROCESS and DO NOT DISCONNECT THE DOCK AND POWER SOURCE. It will take about 5 minutes for this step:

When update complete, Click “OK” button on the new dialog window. DO NOT DISCONNECT THE DOCK FROM SYSTEM.

Dock firmware flash starts after clicking “OK”. Remove Dock from the system and remove power source from Dock.

Connect power source to Dock and connect the dock to the system.

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

What is a Dell Service Tag and how do I locate it?

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