Vostro 7620 and D6000 docking station - keyboard and mouse not working

Also, the docking station with the mouse, keyboard and monitor works fine with my old Inspirion. 

Hi, I am having the same problem, the Dock works great with my old laptop (I tested with 3 laptos) but I have the same problem in Dell Vostro 7620. I have updated bios and everything.

Did you solve the problem? how?

Similar problem here. 2 year old Vostro 7500 replaced by a Vostro 7600 4 days ago. Dock is a WD19TB. Worked without problems on the 7500 but the 7600 causes all these lags. I'll type for 3 seconds and nothing happens then....vrooooop...all the typed words zip onto the screen. Mouse scrolls lag. A bunch of other things lag, too. None of this happens when working of the integrated screen and keyboard. 

Windows 11pro 64 on the 7600, Windows 10pro 64 on the old 7500.

Every driver I could find has been updated, except the dock. I don't know how to auto update the dock drivers and the instructions on how to choose the right one and upload them manually scare me. If anyone has some tips in that area, would love to get those and maybe I'll try a driver update on the dock.

I spent an hour on a call with Dell hardware and they said all the hardware is working fine but they found a corrupted software file. Of course, they pointed their finger at that and said I need to call Dell software support and pay for it.  was the gist of my response to that suggestion.

I hope someone finds a common problem. What version of Windows are you guys running? I think that's the problem. I've got 26 days left to return the 7600.

Try restoring bios in default 

Same issue here.  We have tons of Latitudes and D3100/D6000 docks.  We moved to the Vostro line (7620) and I can confirm this is a problem with the Vostro's only.  The rest of the laptops connected to these docks do not exhibit these issues.  The software configuration is the same:  Fresh instance of Windows 10, all drivers up to date, problems still exist.  

I have created (and updated) a support ticket with Dell but the responses are fairly typical.  For clarity here, these are the troubleshooting steps I provided to them (when asked):  

May I know the exact or more symptoms and troubleshooting performed (if any)? 

The symptoms are as described in the ticket.  After an undefined period of time (could be 10 min, could be 2 hours) the USB devices attached to the dock stop working.  The monitors attached to the dock, via HDMI, however, continue to function.  The only way to get the USB devices working again is to either 1) physically unplug the dock from the laptop and plug it back in or 2) reboot the PC

Troubleshooting performed: 

Installed a clean instance of Windows 10

Installed DisplayLink drivers for Dell D3100 dock

Disabled power management features for USB root hub and USB host controller (allow computer to turn off this device to save power unchecked)

Disabled c-states in the BIOS

Upgraded BIOS to 1.6.1 (Oct 13th  Rev)

Installed v 10.1.18950.8298, A20 Intel chipset software

Installed Dell Update application to ensure all drivers installed were present/good – no updates needing to be installed according to the application

I responded to them several days ago but no reply.  I have a feeling Dell is going to sweep this one under the rug and hide behind their off shore tech support.  I am still a fool, though, and remain hopeful they may come thru here.  The bottom line:  this is absolutely an issue with Vostro hardware/BIOS configuration and is not a Windows 10 / software configuration problem.    

By the way, look at all the views on these posts.  Dell?  Where are you?? 

This reply probably doesn't help your situation because of the w10/w11 operating system difference, but when I did the massive w11 update about 3 weeks ago, this problem basically went away. Bluetooth will still lock up once every few weeks, but I can live with that. I also updated all the BIOS and every other recommended update, but the w11 overhaul was the one that seemed to make a difference. 

Thank you for coming back here and posting this update.  While some of our software vendors haven't adopted Windows 11 as of yet, it's nice to know the upgrade appears to resolve this very frustrating issue.  Appreciate it.  

I have an update to share.  

I submitted a support request with Dell and after a bunch of back and forth, they offered to send me out a motherboard replacement.  Knowing this would be a waste and not solve the problem, I asked to speak with a manager.  

A day later, I was pleasantly surprised and received a phone call from an escalation analyst.  Nice guy, wanted me to collect a bunch of logs, etc., but the end result was since we are running Windows 10, the issue would need to be reproduced in Windows 11 before they could help further.  Understandable, Dell can't possibly support every piece of software and hardware known to humankind.  This just meant I was left to troubleshoot this on my own.  

That said, I am pleased to share this USB device issue is related to the nvidia driver provided by Dell's site.  I will summarize below, if you need further details, let me know and I'll provide more instruction: 

Disable the nvidia driver completely (good fix if the card is not needed for the end user as it conserves battery and helps prevent the PC from overheating when in S1 sleep state)

• Disable driver in device manager
• Uninstall nvidia software via control panel
• Disable nvidia service

Replace the driver provided by Dell with one directly from nvidia

• Uninstall nvidia driver in device manager
• Uninstall nvidia software via control panel
• Disable nvidia service
• Navigate to https://www.nvidia.com/download/index.aspx# and select the following:
• • geforce RTX 30 series notebooks
  • geforce RTX 3050 laptop GPU
  • Windows 10 64-bit
  • Studio Driver
• This will download and install 522.30 WHQL of the nvidia driver which functions perfectly with Dell/other USB hubs 

I hope this helps someone out there.... 

Thank you sooo much for posting the nvidia solution above. I was going say that I disabled my touchpad and it seemed to make a difference (I haven't had the mouse or keyboard lock up since). I'm gonna stay here unless I get another problem again and then look into the nvidia fix above. What a mess

Dell Vostro 7620

40GBs

2tb SSD

W11 with all updates as of 3/19/23

Dell D3100 Docking Station

Reposting here to the old chain. I upgraded to the D3100 and new keyboard and still have the same issue. I updated all the bios and drivers as directed by Dell tech support. Issue

*** just occurred now...so now I am typing with my laptop keyboard***

still remains. It never went away. I have just been dealing with it, but now I am just so frustrated as it continues to affect my ability to work. I have been on with Dell tech support continuously for 2 months.

https://www.dell.com/community/en/conversations/vostro/external-keyboard-stops-working/6623ea8bfcb3f754c1d5af34

Luke - your answer is above.  Disable the nvidia driver in Windows Device Manager (under the display adapters category) and the issue will no longer occur.  If you prefer to not outright disable the driver, because you need the card, follow the more detailed instructions.  You need to install a very specific nvidia driver for this to work with the DisplayLink hardware found in the D3100 dock.   Dell tech support will not be able to help you here (they just follow a script and their script doesn't include any of this info).