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April 14th, 2024 13:41

Dell Vostro 7620 with a Dell WD22TB4 Thunderbolt 4 dock - USB Intermittent Disconnect

I am having a problem with something blocking/disconnecting my USB ports. 

When using the computer in a docked configuration, my peripherals keep disconnecting when plugged into the dock (e.g. Web Cams, Speakers, MuteMe, Wireless keyboard/mouse dongles, etc.). 

I have tried everything I can think of, followed all suggestions that I can find, but still have no solution.

Does any else have this issue? And how was it solved?

 

The full (long) explanation: I have a Dell Vostro 7620 with a Dell WD22TB4 Thunderbolt 4 dock, and a powered USB hub.  I have a problem with USB devices connected to either the hub or directly to the dock loosing connectivity momentarily and then not properly reconnecting.  Unplugging the dock and device and plugging it back in seems to clear whatever fault there is and the USB port works properly again. I can sometimes re-activate the devices by unplugging them and re-plugging, however, that is normally problematic since the dock is located behind the monitors - and does not always work.

This problem has been plaguing me since I purchased the computer in 2022, along with the dock recommended by Dell.  I have had three replacement docks, and replaced the computer once, however the problem still remains - exactly the same.  At this point, I am convinced that it may be a design issue in the dock.

Using the computer alone, has no such issues - The USB devices work perfectly all of the time.

 

I have tried the following:

  • Update the software and firmware in the Vostro 7620 computer,
  • Update the firmware in the Thunderbolt Dock WD22TB4,
  • The power configuration in Windows is set to keep the USB ports always at full power - no power save or sleep function,
  • Tested all peripherals in other computers (yes they all work perfectly),
  • Removed the hub and only used the dock ports,
  • Replaced the USB A hub with a USB-C version (no change)
  • Tried different models of peripherals (different brands), Powered, unpowered, etc.

 

Recently, Dell released Article Number: 000207819 that seems to describe my exact problem, and temporary solution.  The article states: "Test to find out if an installed security suite software is causing the issue by temporarily disabling your security suite software. If temporarily disabling your security suite software results in the USB ports working again, the security software suite is blocking the dock’s TB4 functionality."

I have spent a great deal of time working with McAfee (the supplier of the software included on the computer), and they insist that it is not their software blocking the USB. 

 

I am all out of ideas.  It is clear that Dell has acknowledged there is an issue, however, it seems there is no solution yet presented.

9 Legend

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33.4K Posts

April 14th, 2024 14:32

I Have an Inspiron laptop and the WD22TB4 dock. No problems with USB devices.  I uninstalled McAfee and use the built in Windows Defender AV (and Malwarebytes).

Have you tried disabling McAfee to see if is the problem?

1 Rookie

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11 Posts

April 18th, 2024 19:22

I have disabled McAfee for the last three days, and the problem still occurs.  The USB peripherals will disconnect (the power remains on, but no communication).   I can get them going again by unplugging and re-plugging the items.

This is most noticeable when my microphone/webcam stops working during a meeting.  

This is extremely frustrating, especially that Dell tech support is no help at all. 

Any other ideas would be helpful.

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11 Posts

November 13th, 2024 15:29

Update - It turns out that when I ordered the Vostro 7620 and Thunderbolt dock WD22TB4, the sales agent provided a Compatibility chart that showed the Vostro 7620 and WD22TB4 Dock as Compatible. 

After many tech support calls, dock and computer replacements, the last tech support agent said the problems were not possible to correct given that the computer and dock were not compatible.  The tech support agent provided a new Compatibility chart that showed the Vostro 7620 and WD22TB4 Dock were not compatible.

Now that we established that this entire fiasco was due to Dell's original (but wrong) compatibility chart, I called customer service to see what could be done.  After many hours on the phone and about a dozen transfers, it became clear that Dell had no interest in resolving this problem. 

Dell's solution, buy a new dock, or computer that is compatible.

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