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PaulTacchi
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4 Posts
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16376
October 7th, 2021 01:00
Latitude 5420 having issues with WD15 Dock
Hi all,
I have recently had a new Latitude 5420, was formally using a 5480 without issue but this died unfortunately. Ever since getting the new laptop I am having issues with the WD15 Dock on USB-C. It appears to be dropping connection.
Some background, I have two monitors and my ethernet connection going in to the Dock, and then the USB-C cable to my laptop.
The issue doesn't seem to follow any pattern, happens at random. Firstly I hear the 'hardware connection' sound you hear when plugging or unplugging something in twice (as in something is being unplugged and being plugged back in), and then whatever I am using drops, for example if I am on a Skype call the call drops, or my work VPN drops etc. Interestingly the two monitors don't drop or falter at all, which to me rules out a dodgy connection or damaged USB-C cable between the Dock and my laptop.
So far I have ran the Automatic Del Driver update utility and all of my system drivers etc are fully up to date. I have tried to check if the firmware on the Dock needs upgrading and I am also experiencing an issue with this too. When running the tool after 20 seconds it errors and says 'Error: Collecting Dock Information failed'. This happens every single time I run the utility. See attached screen grab.
I should say that the Dock is functioning well 80% of the time, but this frequent random issue is really starting to affect my working day as when it happens calls drop and I have to keep calling clients back.
Any help would be really appreciated.
Thanks,
8059
1
Posted October 7th, 2021 19:00
We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.
#IWork4Dell
For all non-technical issues that require your private data, we must communicate via a private Direct Message
Dell Partner GEM Program, Out of Warranty Support options, No free goodwill repair, Get a copy of your Dell invoice8044
0
Posted October 8th, 2021 09:00
I have replied to the PM,
Thanks
8010
0
Posted October 13th, 2021 11:00
I'm having a similar problem. Had a Latitude 5480, mine still working, which is nice connecting with the WD-15 docking station. Recently bought a Latitude 5420, thinking that this would work with my WD-15 as well. But there were some troubles (had already contact with support):
- sometimes the internet connection does not work when connecting the dock. Changing the plug may help. I have the impression, that ethernet is not working, my connection stays on Wifi.
- USB-devices work. Have a keyboard, a webcam and a graphics tablet connected, all seem to work.
- Dual Monitor Setup (2 external HD monitors) works also.
- Loading the battery over USB-C works also.
Firmware update does not work using the 5420. With the 5480 it was no problem, but I noted that the last firmware was already installed.
Would be great if Dell would provide a new firmware which addresses this glitch. I am willing to buy a new docking station (actually I ordered it already, but delivery time is high...), but I would highly appreciate if I could keep using the WD-15 too.
8002
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Posted October 13th, 2021 14:00
You have literally just explained my exact issue! So I am not alone
7373
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Posted December 15th, 2021 22:00
Hi
If you have solution for this problem? I have 150 laptops 5420 for my company and i have same problem with wd15 dock connections lan drop same times
7313
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Posted December 20th, 2021 01:00
I've have exactly the same issue. Has someone fixed it?
5919
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Posted December 20th, 2021 10:00
I too am having the same issue.Can Dell provide some direction? Dock firmware tool gives the same error.
5663
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Posted January 3rd, 2022 10:00
The "Dell WD15, TB16, TB18DC Commercial Docking Compatibility chart" does not list the Latitude 5420 as compatible. Note the Rugged 5420 is not the Latitude 5420.
The "Commercial Docking Compatibility chart" does list the Latitude 5420 as compatible with the WD19, WD19S, WD19TB, WD19TBS, WD19DC, WD19DCS.
DELL-Chris M (old account)
#IWork4Dell
3698
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Posted January 5th, 2022 14:00
Chris,
I'll take it up with my rep but a once and done dock is not an acceptable solution - I have 3 palettes of 5420s I'd kindly like to send back.
Any roadmap on when you will drop support on future systems for my WD19, WD19TB, and WD19TBS docks?
Feel free to reach out, my number's on the linked premier account.
Regards,
Mike
mornvall
1 Message
8071
0
Posted October 7th, 2021 06:00
Hi,
I have the same issue. As a workaround I connect the ethernet connection to the computer.
This way the connection is stable.
Regards