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4878
July 13th, 2021 07:00
Precision 5550 + WB19TB dock -> USB 3.1 ports are not working
Dear Dell Community,
• If I connect the WB19TB docking station on right sided port (USB 3.2 Gen 2 Type-C Display port):
(+) I can use the USB 3.1 devices on the docking station (headset, wireless mouse/keyboard)
(-) I can't use my external monitor (LG27UL850) at 4K 60hz, works only on 4K 30hz from the docking station
(+) WB19 Firmware update software can read the type of the docking station. (According to this I have the latest firmware in the dock)
• If I connect docking station on any left sided port (USB 3.2 Gen 2 Type-C port with Thunderbolt 3
(Power Delivery))
(-)I can't use USB 3.1 devices on the docking station
(+) I can use my external monitor at 4K 60hz from the docking station.
(-) WB19 Firmware update software is not recognizing the dock (it says no WB19 is attached. Funny, because the monitor is working perfectly through the docking.)
- I have a Thunderbolt 3 cable connected with the docking in the monitor.
- I updated firmware of thunderbolt & the latest bios is running on the precision 5550.
- I am using a 180 W charger with the dock.
Can you please recommend any connection setup?
• Where to plug to dock in the computer?
• Where to plug USB-C from the monitor?
Looking forward your feedback.
Cheers,
Tamas
jphughan
9 Legend
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14K Posts
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July 13th, 2021 10:00
@Tamas The right-side USB-C port does not support Thunderbolt, so if you connect the WD19TB there, it will run in USB-C backward compatibility mode. With that system, that mode means you will only have 25% of the video bandwidth that you would have over Thunderbolt. That's why you can only run a 4K 30 Hz display, whereas when using the dock in Thunderbolt mode you would be able to run dual 4K 60 Hz displays. So you definitely want to get the left-side port setup working properly.
Based on your description of how the dock behaves on the left-side port, with USB not working even though video output does work, it sounds like your system doesn't have the dock as an approved Thunderbolt device, in which case it will allow video output to the dock but will not allow a PCIe connection between the system and dock, which is necessary for any non-video data. To try to fix this, connect the dock to a left-side port on the 5550, then open the Thunderbolt Control Center application on your system and make sure the WD19TB is detected as a Thunderbolt device and shows as approved. If that doesn't solve the issue, go into your BIOS Setup and check the Thunderbolt Configuration section. The Thunderbolt Security setting should be set to SL1 "User Authorization". As a test, you can temporarily try switching that to "No Security" to see if that gets the dock working, but I wouldn't recommend keeping that configuration long-term. If you have the system's security set to User Authorization, then the dock should work properly once you approve it in that app.
DELL-Cares
Moderator
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27.3K Posts
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July 13th, 2021 07:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
jphughan
9 Legend
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14K Posts
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July 13th, 2021 10:00
@Tamas I forgot to address your last question. If your display supports USB-C, then with that system model, you can use either the USB-C port near the HDMI output or the downstream TB3 port at the edge of the dock, near where the system cable attaches to the dock. With your system, which uses DisplayPort HBR2 over USB-C/TB3, either of those ports will allow 4K 60 Hz when the dock is connected to an actual Thunderbolt port. With some other systems that support the newer DisplayPort HBR3 system, the dock allocates video bandwidth across its outputs differently, and in that case the downstream TB3 port would only support 1440p 60 Hz. You would need to use the USB-C port near the HDMI output for 4K 60 Hz (or the DP or HDMI outputs).
Tamas
1 Rookie
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2 Posts
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July 13th, 2021 11:00
Hi,
Thanks for the detailed description about the ports. Now I understand.
I used your suggestion but somewhat different way.
I changed Thunderbold security setup from "User Authorization" to "No security" and now the dock is recognized in the left port (TB3). USB 3.1 ports are working well while I have 4K resolution with 60Hz. Exactly what I wanted.
My only concern this Security setup. The dock is recongized with the lowest setting, which is strange to me.
I wouldn't like to keep this lowest level, so do you have any idea how to fix this?
jphughan
9 Legend
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14K Posts
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July 13th, 2021 11:00
@Tamas Good to hear the dock works in the No Security configuration. In terms of how to get it working using the default User Authorization security setting, I already explained that above before I even suggested trying the No Security option. You need to go to Thunderbolt Control Center in Windows and approve the dock as a trusted device. If you don't have that application installed, reinstall the Thunderbolt software for that system. The latest version for the Precision 5550 as of this writing is here.
JayBird715
4 Posts
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April 9th, 2022 12:00
Excellent Solution. I did not realize, when I clicked on "Thunderbolt Software" in the Taskbar and an Attached Thunderbolt Devices Window opened, where it said Connection Status "Unconnected" was a Hyperlink that opened the App that allowed me to Set the Connection Status to Disconnected, Connect Once or Alway Connect. Once I selected Always Connect and rebooted the Thunderbolt, all my USB Devices connected downstream of the the Thunderbolt. Dell Latitude 7490 using Wireless Mice and Keyboard on USB Dongles plus a USB Printer Connection with HDMI & Mini-DVI Monitor Connections.