Storage, Drives & Media

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Dell Thunderbolt Dock - WD19TB - issue with mouse/keyboard

Dell Thunderbolt Dock - WD19TB is connected to Dell latitude 7410. external USB keyboard and USB mouse connected to the dock station don't work until Windows credentials entered on built in keyboard. as soon as windows session starts the keyboard and mouse work happens only after powering of the laptop. if the windows session locked the external keyboard/mouse work without any issues.Thunderbolt settings in BIOS set to No security. the laptop works fine with another dock station WD15. i called to Dell support and got explanation that the Dell Thunderbolt Dock WD19TB behavior is setup by manufacture and can't be changed. I have to open laptop keyboard and enter windows credentials every time the laptop switched on ? is it a joke ?

Replies (24)

Thank you! We have received the required details. We will work towards a resolution via private messages to ensure the security of your information. In the meanwhile, you may receive assistance or suggestions from the community members as well.


Alexei Drozdov


You can also click here for possible resolution.

Hi Jesse, Thank you for your advice, i tried to upgrade BIOS 1.2.11 to 1.3.1 but failed.( i can see a black screen and nothing happens after running Latitude_7X10_1.3.1.exe. BIOS reset to Factory settings didn't help. the Latitude_7X10_1.3.1.exe file was run from Windows and from a USB disk) serial tag of Dell 7410 is <Service Tag removed> Kind regards


Alexei Drozdov,
Have you updated the system to the latest Windows 10 update-20H1(2004)? I found an article that updating to Windows 20H1 will fix the issue.  Let me know.

Thank you Jesse, i'll try in October with another laptop. Kind regards Alex

Alexei Drozdov,
Thank you for letting me know. Keep us updated.

I have same issue. Updated BIOS, Firmware for dock, and installed the dell keyboard drivers. We are using Dell Keyboard and mice. Opened up Thunderbolt in the BIOS. can not figure out what I need to do. Just an FYI I have a WD19 with no issues it is only an issue with the WD19TB docks. Thanks for any help.

2 Bronze

We are using the XPS15" and the WD19TB, same issue, same behavior.

  • firmware update of WD19TB dock
  • just wait a minute until devices are recognized
  • changed thunderbolt security settings in Bios
Nothing is helping so far.
We want to use the WD19TB in our company. The need to open the Laptop every day at least once to unlock the peripherals is not really a good user experience.
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