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Article Number: 000184585

WD19 series dock firmware update fails on computers with Windows 10 19H1 or higher

Summary: WD19 series dock firmware update fails on system with Windows 10 19H1 or higher.

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Article Content

Symptoms

WD19 Series Docking Station Firmware Update Failure

An error may occur while updating WD19 Series dock firmware. “Error: Unable to reboot WD19. Please power cycle the dock to complete the update.” A red X is displayed next to the EC firmware portion of the update. (Figure 1.) This error may occur updating the firmware on any WD19 or WD19S series dock.

WD19x updated fails

Figure 1. - WD19 Dock Firmware Update Failure.

Cause

These computers use legacy thunderbolt driver, and BIOS assist thunderbolt firmware. However, later versions of Windows 10 (19H1 or higher) do not support the legacy driver. These versions of Windows 10 require native thunderbolt firmware.

Resolution

Note: The power button on the dock does not power cycle the WD19. The power button emulates computer power button.

To resolve the firmware update error, complete these troubleshooting steps:

  1. Click Exit in the firmware update utility.
  2. Disconnect the WD19 USB Type-C connector from the computer.
  3. Unplug AC adapter from the WD19 dock.
  4. Wait 30 seconds.
  5. Reconnect the AC adapter connection to the WD19 dock. (The power button LED should flash three times then go off.)
  6. Reconnect the dock USB Type-C cable connection to the computer.
  7. Rerun the WD19 dock firmware update.
  8. The firmware update should now complete without errors.

Additional Information

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Article Properties

Affected Product
Dell Dock WD19, Dell Performance Dock - WD19DC, Dell Performance Dock – WD19DCS, Dell Dock – WD19S, Dell Thunderbolt Dock - WD19TB, Dell Thunderbolt Dock – WD19TBS, Latitude 7280, Latitude 7380, Latitude 7480, Latitude 5580, Precision 7520 , Precision 7720, Latitude 5280 mobile thin client ...
Last Published Date

23 Apr 2024

Version

6

Article Type

Solution

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