Dell Docking Station WD19 Thunderbolt User Guide

1. No video on the monitors that are attached to the High Definition Multimedia Interface (HDMI), or DisplayPort (DP) port on the docking station.

• Ensure that the latest BIOS and drivers for your system and the docking station are installed on your system.
• Ensure that your system is connected to the docking station securely. Try to disconnect and reconnect the docking station to the notebook system.
• Disconnect both ends of the video cable and check for damaged/bent pins. Securely re-connect the cable to the monitor and docking station.
• Ensure the video cable (HDMI, or DisplayPort) is connected properly to the monitor and the docking station. Ensure to select the correct video source on your monitor (see your monitor’s documentation for more information about changing the video source).
• Check the resolution settings on your system. Your monitor may support higher resolutions than what the docking station can support. See the Display Resolution Table for more information about maximum resolution capacity.
• If your monitor is connected to the docking station, the video output on your system may be disabled. You can enable the video output using the Windows Control Panel or see the User Guide of your system.
• If only one monitor is shown, while the other is not, go to Windows Display Properties, and under Multiple Displays, select the output for the second monitor.
• Using Intel graphics and using the system LCD, only two additional displays can be supported.
• For NVIDIA or AMD discrete graphics, the dock supports three external displays plus the system LCD.
• Try with a different monitor and cable that is known to be good, if possible.

2. The video on the attached monitor is distorted or flickering.

• Reset the monitor to Factory Defaults. See the User Guide of your monitor for more information about how to reset the monitor to factory defaults.
• Ensure that the video cable (HDMI, or DisplayPort) is connected securely to the monitor and the docking station.
• Disconnect and reconnect the monitor/s from the docking station.
• First power off the docking station by disconnecting the Type-C cable and then removing the power adapter from the dock. Then, power on the docking station by connecting power adapter to the dock before connecting the Type-C cable to your system.
• Undock and reboot the system if, the above steps do not work.

3. The video on the attached monitor is not displaying as an Extended Monitor.

• Ensure that the Intel HD Graphics driver is installed in the Windows Device Manager.
• Ensure that the nVidia or AMD Graphics driver is installed in the Windows Device Manager.
• Open the Windows Display Properties and go to Multiple Displays control to set the display to the extended mode.

4. The audio connector is not functioning or there is a lag in the audio.

• Ensure that the latest BIOS and drivers for your system and the docking station are installed on your system.
• If your BIOS Setup has an Audio Enabled/Disabled option, ensure it is set to Enabled.
• Ensure that the correct playback device is selected on the notebook system.
• Try to re-plug the audio cable to the external speaker output on the docking station.
• First power off the docking station by disconnecting the Type-C cable and then removing the power adapter from the dock. Then, power on the docking station by connecting the power adapter to the dock before connecting the Type-C cable to your system.

5. The USB ports are not functioning on the docking station.

• Ensure that the latest BIOS and drivers for your system and the docking station are installed on your system.
• If your BIOS Setup has a USB Enabled/Disabled option, ensure it is set to Enabled.
• Verify if the device is detected in Windows Device Manager and that the correct device drivers are installed.
• Ensure that the docking station is connected securely to the notebook system. Try to disconnect and reconnect the docking station to the system.
• Check the USB ports. Try plugging the USB device into another port.
• First power off the docking station by disconnecting the Type-C cable and then removing the power adapter from the dock. Then, power on the docking station by connecting the power adapter to the dock before connecting the Type-C cable to your system.

6. The High-Bandwidth Digital Content Protection (HDCP) content is not displayed on the attached monitor.

• Dell Thunderbolt Dock supports HDCP up to HDCP 2.2.

7. The LAN port is not functioning.

• Ensure that the latest BIOS and drivers for your system and the docking station are installed on your system.
• Ensure that the RealTek Gigabit Ethernet Controller is installed in the Windows Device Manager.
• If your BIOS Setup has a LAN/GBE Enabled/Disabled option, ensure it is set to Enabled
• Ensure that the Ethernet cable is connected securely on the docking station and the hub/router/firewall.
• Check the status LED of the Ethernet cable to confirm connectivity. Re-connect both ends of the Ethernet cable if the LED is not lit.
• First power off the docking station by disconnecting the Type-C cable and then removing the power adapter from the dock. Then, power on the docking station by connecting the power adapter to the dock before connecting the Type-C cable to your system.

8. Cable LED is not ON after it is connected to your host.

• Ensure the WD19TB is connected to AC power.
• Ensure that the system is connected with the docking station. Try to disconnect and re-connect again with the docking station.

9. USB port has no function in a pre-OS environment.

• If your BIOS has an Thunderbolt Configuration page, ensure that the following options are checked:
• 1. Enable USB Boot Support
• 2. Enable External USB Port
• 3. Enable Thunderbolt Boot Support

10. PXE boot on dock does not function.

• If your BIOS has an integrated NIC page, select Enabled w/PXE.
• If your BIOS Setup on your system has an Thunderbolt Configuration page, ensure that the following options are checked:
• 1. Enable USB Boot Support
• 2. Enable Thunderbolt Boot Support

11. USB Boot does not function.

• If your BIOS has an Thunderbolt Configuration page, ensure that the following options are checked:
• 1. Enable USB Boot Support
• 2. Enable External USB Port
• 3. Enable Thunderbolt Boot Support

• 1. Ensure the Dell Thunderbolt Docking Station WD19TB is connected properly to its own adapter (130 W or 180 W).
• 2. Ensure the cable LED of your docking station is ON.
• 3. Disconnect and re-connect the Thunderbolt 3 (Type-C) cable to your system.

• Thunderbolt Boot Support is by default that is disabled in BIOS Setup on your Dell system. With such default setting the docking station and the peripherals that are connected to the docking station do not work in a pre-OS environment.
• If the BIOS Setup on your system has an Thunderbolt Configuration page, check the following options to enable docking station function in a pre-OS environment:

• Enable External USB Port

• Enable Thunderbolt Boot Support

• Ensure that the docking station is connected properly to its own power adapter. Computer requiring more than 130 W power input must also be connected to their own power adapter for charging and operating at full performance.
• First power off the docking station by disconnecting the Type-C cable and then removing power adapter from the dock. Then, power on the docking station by connecting the power adapter to the dock before connecting the Type-C cable to your system.

• The docking connector has disconnected from the system's Thunderbolt ports. Reconnect the docking cable from the system, wait for 15 seconds or more, and then dock again.

• The docking connector has disconnected from the system's Thunderbolt ports. Reconnect the docking connector.
• Undock and reboot the system if the above steps do not work.

• Avoid moving the system/dock when the docking cable is connected to the system.

• Please uncheck the option Control WLAN radio in BIOS.
• Option is available in - Settings -> Power Management -> Wireless Radio Control.