Symptoms

WD19 Series Docking Station Firmware Update Failure An error may occur while updating WD19 Series dock firmware. "Error: Unable to reboot WD19. Power cycle the dock to complete the update." A red X is displayed next to the EC firmware portion of the update. (Figure 1.) This error may occur updating the firmware on any WD19 or WD19S series dock. Figure 1. - WD19 Dock Firmware Update Failure

Cause

These computers use legacy thunderbolt driver, and BIOS assist thunderbolt firmware. However, later versions of Windows 10 (19H1 or higher) do not support the legacy driver. These versions of Windows 10 require native thunderbolt firmware.

Resolution

Note: The power button on the dock does not power cycle the WD19. The power button emulates the computer power button. To resolve the firmware update error, complete these troubleshooting steps: Click Exit in the firmware update utility.Disconnect the WD19 USB Type-C connector from the computer.Unplug the AC adapter from the WD19 dock.Wait 30 seconds.Reconnect the AC adapter connection to the WD19 dock. (The power button LED should flash three times then go off.)Reconnect the dock USB Type-C cable connection to the computer.Rerun the WD19 dock firmware update.The firmware update now completes without errors.

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