Damaged USB Type-C Cable Causes Laptops to Not Charge and No Video with Monitors

Affected Platforms:

• Latitude
• Alienware
• Dell G-Series
• Vostro
• XPS
• Precision Mobile Workstations

Affected Products:

• Dell C Series Monitors
• Dell D Series Monitors
• Dell E Series Monitors
• Dell P Series Monitors
• Dell S Series Monitors
• Dell SE Series Monitors
• Dell U Series Monitors
• Dell UP Series Monitors

Users may notice that the monitor does not have video, and no charging when connecting using USB Type-C cable between computer and monitor.

The monitor fails to display video, or the laptop does not charge due to the Type-C connector being damaged by inserting or being removed improperly.

• Avoid abnormal force causing the USB Type-C cable to be damaged.
• Ensure that the cable is parallel plugged-in and unplugged from port.
• Ensure that the cable is flexible before adjusting the monitor stand height.
• Ensure that the cable is flexible even using the cable clip cord holder to bend the cables.

1. To avoid damage to the USB Type-C connector:
   • Hold both sides of the connector and pull out horizontally in the direction of the arrow to avoid damage to the connector:
     
   • Do not hold the end of the connector when detaching the cables, because the force is likely to be an improper force like a red arrow, and the connector can bend improperly.
     
2. To avoid, bend the USB Type-C cables.
   • Ensure that the cable is inserted into the monitor with a vertical arrangement.
     
   • Do not bend the cable when inserting into the monitor. If the cable is not placed correctly, it becomes improper force as the two photos show below and damage the connector.
     
   Raised level object (suspect to be monitor stand base) that is constantly adding pressure to the cable ensure no obstruction that caused any stress on type-C connector when plugging in and out.
   
3. Avoid using force or abuse that can induce the USB Type-C connector to rupture.