USB-C Docking Station Resetting

Hello,

I am experience problems with my docking station periodically disconnecting and reconnecting. I have tried reading similar posts trying to identify my problem, but have not had any success. I am on a Dell Latitude 7390 on Windows 10. Things I have tried

  • Completely uninstalling and reinstallingthe Display Link drivers (including running the sweeper before reinstalling)
  • Installing the latest Dell drivers
  • Replacing the USB-C cable

I looked for the wifi power setting as there a post suggesting that is the solution. However, I could never find that setting for my laptop. I have disabled the ethernet so I am always connected to the wifi.

Hello Nathan,

Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.

I think our next step will be to get a closer look at the system configuration and see if anything stands out. We have a troubleshooting tool that helps us find out what is going on in situations like this. Please plug the dock into your computer, then go to this page and follow the instructions there:

http://plugable.com/support/plugdebug

Please don’t hesitate to let us know of other questions.

Thanks again for contacting Plugable support and best wishes!

Joshua Henry

Senior Engineer
Plugable Technologies


http://plugable.com | http://performance.plugable.com/

I have emailed the .zip to the support email.

1 Like

Hello Nathan,

After looking at the diagnostics there are actually some updates that appear to still be missing:

Latest BIOS: https://www.dell.com/support/home/ba/en/babsdt1/drivers/driversdetails?driverid=ftgr2&oscode=wt64a&productcode=latitude-13-7390-laptop

Thunderbolt 3 firmware update: https://www.dell.com/support/home/ba/en/babsdt1/drivers/driversdetails?driverid=7h18f&oscode=wt64a&productcode=latitude-13-7390-laptop

Latest Intel Graphics drivers: https://www.dell.com/support/home/ba/en/babsdt1/drivers/driversdetails?driverid=977fv&oscode=wt64a&productcode=latitude-13-7390-laptop

Also, there’s a newer DisplayLink driver as well:

  1. Disconnect the dock from the system and please remove the power cable from the dock so it turns off completely. Please keep it disconnected until the last step.

  2. Uninstall any and all software with ‘DisplayLink’ in the title that is present from within the Control Panel -> Programs and Features. Don’t worry if these entries are not present or if the process does not work, just move onto the next step.

  3. Download, extract and run the DisplayLink cleaner tool, found here --> http://www.displaylink.com/downloads/file?d=64 and ensure it displays “Cleaning Complete”
    when done (video walk-through if you need it -> https://youtu.be/AcVV1gD_FvI)

  4. Once the Cleaner has been run, reboot (even if not prompted to)

  5. Now download and install the 9.2 M2 DisplayLink software, found here --> https://www.displaylink.com/downloads/file?id=1420

  6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect it to your system which will trigger the final portion of the installation. If the device is not detected, please reboot the system.

Let’s give these updates a try and see if the stability improves.

Thanks!

Josh

I guess when Dells Driver support says its going to install all the drivers, it doesn’t mean all the drivers. Sorry about that.

I was able to do the BIOS, graphics drivers, and the displaylink. However, I am having issue with Thunderbolt one. If I try to install. I get this message:
The intel Thunderbolt Controller Driver needs to be installed or updated before the Thundrebolt firmare can be updated.

I tried updating the controller, but the installer only gives me an option to remove. I believe before I tried removing and reinstalling, but I suppose I could try again? Is there a way to verify what version of the controller I have installed?

No problem, we’re used to the update utilities not doing everything as expected.

For the Thunderbolt firmware, I am not aware of a way to check the currently installed version. For the Thunderbolt controller drivers it appears you already have the latest available from Dell: “Thunderbolt™ Software 17.4.79.510”. It’s also possible this firmware update was already done and it’s just putting you in kind of a feedback loop. It’s also possible that the firmware update needs the “Legacy” Thunderbolt 3 driver, but rolling back to that may be tricky (if possible at all).

Perhaps for now let’s ignore the update and see if the other updates make any improvements or not.

Thanks!
Josh

Well - I thought we were good because I went most of yesterday and today without issue, but I just had it “reset” twice on me.

Sorry to hear the issues seem to have resurfaced. Do you mind sending me one more set of diagnostics to take a look at so I can see the most current state of the system?

http://plugable.com/support/plugdebug

Will it be an issue if it needs to wait for a week? My IT team has to lower the security on my system so I don’t get blocked when running the diagnostic and I am traveling next week for work so I won’t be at my desk.

1 Like

There’s absolutely no rush at all on our side. At your convenience is completely OK. Thanks for asking!

I’m back! I have emailed the results of my latest run.

Thanks for letting me know! I’ve received the diagnostics and will take a look!