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2 Bronze
2 Bronze

"Your Dock fan has failed." error, frequently on many WD19TB docks - Design/firmware flaw?

Error "Your dock fan has failed. You may experience reduced performance until your dock is serviced." error comes up on average of once every two weeks for many of my 250+ dock users.  I have had it occur 3 times this week on my dock alone.  It will now probably be another month until I see the error again on my PC.    

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I believe that there is a real flaw in the design and/or firmware of the WB19TB devices and it is either not recognized as a systemic issue or Dell is ignoring the issue, hoping that people will just continue to work around the issue without having to address it properly.  

How do we get Dell to realize and take this issue seriously?  Replacing the docks does not seem to help for much time and is a lot of hassle and wasted time and cost.  

The firmware on the WD19TB docks and Latitude 7420 PCs are up to date, the Windows 10 Pro OS is fully updated, and Dell Command updates are fully updated.  This does not help.  (Incidentally, the PCs are almost all Latitude 7420 units.)

As a workaround, we advise users to:

(This only temporally addresses the issue.)


- Disconnect dock cable from PC
- Disconnect dock power supply from dock
- Wait 10 sec.
- Connect dock power supply back to dock
- Wait 5 sec
- Connect dock cable to PC
- Restart PC by holding down power button on dock for 5 sec (if computer does not automatically power on / display)
- Restart PC by pressing power button on dock



Please let me know how we can best get Dell engaged properly to address this issue?

I feel like that if the right people and larger companies were involved, this would be recall and/or class action material.  

(If my company was a fortune 500 company with 60K+ WD19TB units, I could probably get their attention very easily, but it is very hard to do so as small/medium company.)


(FYI: I not too long ago I had to convince Dell they had a config/programming flaw with their F12 Dell Support Assist Recovery process for Latitude 7420 PCs.  It took me the better part of 1 months to get them to realize the systemic issue and then another 2 months of working with them and testing to get the issue truly fixed for all of the Latitude 7420 PCs.  I do not look forward to that kind of experience again.)


Thank you for your time.



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