USB Connectivity issues on Dell WD19TBS Dock

[SetOutMode]

Originally posted to r/Dell with no replies three weeks ago.

 

Okay, I'm having some weirdness with USB connectivity on a Dell Dock. Connected to this dock is an Aukey powered USB hub with all of my peripherals plugged in.

I'm using three different computers with a WD19TBS, one at a time. I do not attempt to connect two systems to the dock at the same time.

System number 1 is an Asus laptop I use for games. It sucks to work on and it's really only good for games.

System number 2 is a personal Dell Latitude 7400 that I use when I want to be mobile, but I also use it at home for general tasks. Windows 11 8th gen i7 8665U with 32gb RAM.

System number 3 is a work issued Dell Latitude 5440 that I use for work related purposes.

I use the same dock for all three of these devices to mate up to my dual monitor set up on my desk at home. All three systems are up to date as of today.

Systems 1&3 work flawlessly. No issues whatsoever. However, When I use system 2, nothing in the USB hub is detected by windows. Displays, wired networking, and charging all work. When my peripherals are attached to the hub and not connected to a computer, they enter a default state with pulsing rainbow LED's, stream deck shows the stream deck logo, etc.

When I boot up system 2, everything works flawlessly aside from anything connected to any USB port is not detected by windows. Display output and networking work perfectly fine. But nothing connected to any USB port on the hub is detectable by windows.

Here's a list of steps I have tried to fix the issue:

• Rebooted, numerous times

• Installed all updates through Windows Update, Dell Command Update, and Dell Support Assist

• Disabled power management on all USB devices in Windows

• Moved individual peripherals to USB ports on the laptop and verified that peripherals work

• Moved the USB hub to a USB port on the laptop and verified that peripherals work

• Plugged a USB drive directly into dock when connected to System 2 does not work

• Plugged a USB drive directly into dock when connected to System 1 and System 3 and verified that it does work

• Attempted to update the firmware through the Dell Firmware Update Utility|Dell Dock which states "No Dell Dock attached. This firmware utility only works with a single Dell Dock attached".

• Reset the dock by removing the thunderbolt cable from the laptop, removed the AC adapter from the dock, held down the power button for between 30-40 seconds, then plugged the AC adapter back in.

• When attached to System 3 utilizing the Dell Firmware Update Utility|Dell Dock that the dock firmware is up to date.

I'm really not sure if this is a windows problem or a dock problem, but these two certainly don't seem to get along very well.

[AbydosOne]

59 minutes ago, SetOutMode said:

I'm really not sure if this is a windows problem or a dock problem, but these two certainly don't seem to get along very well.

What does USBTreeView show for all three of them?

[SetOutMode]

On 4/17/2024 at 6:38 PM, AbydosOne said:

What does USBTreeView show for all three of them?

Here's the output for USBTreeView.

 

Also, it occurred to me that I had not isolated this to being a port issue, so I grabbed a Generic USB dongle and attached USB devices to that and the system recognizes all of the USB devices through that dongle on the same thunderbolt port that I am attaching the dock to.

 

 

System 1:

 

 

System 2:

 

System 3:

 

Edited April 19 by SetOutMode
Added further information, edited formatting.

[SetOutMode]

I noticed this appearing as "Unknown Device" change during further troubleshooting attempts after attaching the cable to the Dell Dock:

 

 

 

I also noticed that I'm a dunce and System 2 was connected by WiFi, not ethernet. Disabling WiFi reveals that the ethernet on the dock is not working on System 2, but two displays work. It appears that on system 2 I may only be getting display output through the dock.

[SetOutMode]

I performed a clean install of Windows 11 on System 2 and the issue was resolved.