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Last reply by 10-27-2022 Solved
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5085

"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.    

2022-06-30 01_10_47-photo.jpg ‎- Photos.png

 

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.

 

 

Solutions (2)

Accepted Solutions
2 Bronze
2 Bronze
4239

Dell replaced the impacted units. Thank you, Dell.  If any more units come up with the same issue, we will report to Dell and, I imagine, that they will replace them too.  

thx.

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4189

Update = After completing troubleshooting, a DELL-Cares agent setup a part replacement.

If still under warranty, click the "Get help now" icon on the right to start a live chat session.
Find your Service Tag

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Replies (13)
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3733

Also, if you are having similar experiences, I would like to know.  Please describe them here with any relevant details, but do not any sensitive/confidential info.  thx.

2 Bronze
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4523

FYI: "DELL-Cares" in the community has requested some details about our systems.  I hope that this to some favorable outcomes.  

10 Diamond
4514

You mentioned WB19TB and WD19TB in your OP but I assume you did mean WD19TB.

Do you have the all the latest firmware and drivers installed for this dock? Firmware 01.00.24, A07 applies to the WD19TB dock and:  "Fixed the issue where the Dell Dock WD19 cannot be detected after plugging it in to the system." This might be related to the error message you're seeing.

Be sure to select the correct OS from the list before downloading/installing any drivers.

Ron

   Forum Member since 2004
   I'm not a Dell employee

4511

You are correct.  The model is "WD19TB"  (not WB19TB).

The most updated firmware "01.00.24, A07" unfortunately does not resolve the "Your Dock fan has failed." issue.

thx.

10 Diamond
4491

I pinged by Dell contacts with a link to this thread...

Ron

   Forum Member since 2004
   I'm not a Dell employee

2 Bronze
2 Bronze
4487

Dell has agreed to replace any of the identified units having the fan error issue.

 

It will take some time to gather all the relevant data: Dock Service Tags, Users' names and mailing addresses, etc.

 

I think that we will also need to keep a close eye on the replacement units to make sure that the replaced units do not also have the same issue.  

 

I'll keep you up to date.

 

Thank you for your thoughts and input.  

10 Diamond
4484

Glad they're going to replace those units...

Hope the new ones don't have the same problem.  Keep us posted...

Ron

   Forum Member since 2004
   I'm not a Dell employee

2 Bronze
2 Bronze
4240

Dell replaced the impacted units. Thank you, Dell.  If any more units come up with the same issue, we will report to Dell and, I imagine, that they will replace them too.  

thx.

2 Bronze
2 Bronze
3943

Hi LoganFive... we have seen this in one unit to date, (on the slightly different WD19TBS).  Curious - did they replace the units with the same model (WD19TB)?  We are now ordering the WD22TB4's and are hoping that they have fixed the issue with the newer model.  My suspicion is that somewhere on some assembly line, due to shortages caused by the pandemic, there was a swath of units that got a substitute component that wasn't to original Dell specs.

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