Symptoms

Most problems when using a USB-C or Thunderbolt Docking Station can be solved by installing the latest BIOS, firmware, and drivers. There are up to nine software components that must be installed depending on the model of the Docking Station. Follow the instructions in sections 1 and 2 carefully to ensure that the software is installed correctly. Then, follow the instructions in section 3 to configure the BIOS settings for your computer. Table of Contents Updating Docking Station to Resolve ProblemsImportant BIOS SettingsAdvanced Troubleshooting Links

Cause

No cause information is available.

Resolution

1. Updating Docking Station to Resolve Problems WD15, TB16, TB18DC Updates When troubleshooting a Docking Station problem. Dell Technologies recommends manually downloading and installing updates from the Dell Drivers & Downloads page. This ensures that all required software is installed, and the latest versions are used. Note: If the Docking Station has no power or is not recognized, try the following steps: Remove the Docking Station USB-C or Thunderbolt cable from the computer.Unplug AC power from the Docking Station.Drain any remaining power to the Docking Station by holding the power button for 30 seconds.Plug AC power into the Docking Station.Plug the USB-C or Thunderbolt cable back to the computer. Windows Operating System and Dell Driver Updates: Manually download and update the Docking Station firmware from the Dell Drivers & Downloads page. The Docking Station must remain connected to the computer during the update. Power cycle the Docking Station once the firmware has been updated. (See instructions for the reset procedure above.)Run Windows Update to ensure that the operating system is up to date.Run SupportAssist (all models), or Dell Command | Update (Precision, XPS, and Latitude) or Dell Update (Vostro, Inspiron, and G-Series) to update the computer BIOS and drivers for both the computer and dock. Drivers can also be manually downloaded and installed. (Table 1.) These computer BIOS (the computer reboots when running the BIOS update), drivers, and the drivers for the dock can be downloaded from the Dell Support Website. (The USB Audio jack driver only applies to docks with 3.5 mm jacks.) Table 1. WD15, TB16, and TB18DC Docking Station Drivers and Firmware. Dock Drivers and FirmwareNotesRealtek USB Audio Realtek USB GBE Ethernet Controller Driver WD15/TB16/TB18DC Firmware Update Utility ASMedia USB eXtensible Host Controller DriverOnly for the TB16 or TB18DC. System Drivers and Firmware Intel Thunderbolt Controller Firmware Update Utility This is for computers that support Thunderbolt III technology.Ice Lake and Tiger Lake chipsets have native Thunderbolt support and do not use this driver. Intel Thunderbolt Controller Driver This is for computers that support Thunderbolt III technology.Ice Lake and Tiger Lake chipsets have native Thunderbolt support and do not use this driver. Intel UHD Graphics DriverRequired even if the computer has discrete graphics.BIOS Windows Operating System UpdatesRun Windows Update. The dock must be connected to the computer to run the firmware update.Power cycle the dock once the firmware has been updated. (See instructions above) Test the Docking Station to see if the issues are resolved. Note: A Dell Command Cloud Repository Manager plug-in is available for computer administrators for enterprise deployment. If the issues persist, confirm that the BIOS settings are correct: Important BIOS Settings Dell Universal Docking Station (D6000 Series) Updates For the Dell Universal Docking Station (D6000 Series), download and install the following drivers and firmware: The system BIOS (the computer reboots).The DisplayLink driver from the DisplayLink Page .The D6000 firmware update from the Dell Drivers & Downloads Page. Back to Top 2. Important BIOS Settings The necessary BIOS settings are similar for all USB Type-C Docking Stations. See the individual notes in the following instructions. Reboot your computer and press the F2 multiple times when the Dell logo appears. In the BIOS, proceed as follows: Note: For some computers, the following settings are all found under the section USB-Configuration. Browse to System Configuration and then to USB-Configuration.Select the options Enable USB Boot Support and Enable External USB Port.Browse to Dell Type-C Dock Configuration and select Always Allow Dell Docks. Note: If you are using a Dell Universal Docking Station (D6000 Series), this option must be disabled. Under System Configuration, browse to USB PowerShare and activate this option.Browse to Thunderbolt Adapter Configuration, and select Enable Thunderbolt Technology Support, Enable Thunderbolt Adapter Boot Support and Enable Thunderbolt Adapter Preboot Modules. Note: If you are using a Dell Universal Docking Station (D6000 Series), this option must be disabled. In the same category, select Security Level - No Security. Note: Items 5 and 6 apply only to computers with Thunderbolt controllers. If your computer does not support Thunderbolt, the options are disabled or not available. Now browse to POST Behavior and Fastboot. Select Thorough.On the bottom right, click the Apply button to save the changes made. Exit the BIOS by clicking the Exit button. Back to Top 3. Advanced Troubleshooting Links General Information about the Docking Stations: How to Use and Troubleshoot Dell Docking Station WD15Dell Universal Docking Station (D6000 Series) User GuideWhat is MAC Address pass through? Troubleshooting: WD15, TB16, and TB18DC docks not detected when AC power is cut/disconnected then reconnected.How to Use and Troubleshoot Dell Docking Station WD15How to Use and Troubleshoot Dell Thunderbolt Dock TB16Dell Universal Dock (D6000 series) system charging limitationsKaby Lake systems with USB Type-C DP only (non-ThunderBolt) connections using WD15 or DS1000 may have blanking external video.Driver Installation Guide for Dell Thunderbolt Docking Station WD19TB/WD19TBSDriver Installation Guide for Dell Performance Docking Station WD19DC/WD19DCS Back to Top

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