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Dock TB16 USB connection issues - Tech support teams not taking responsibility

Q: Dock TB16 USB connection issues - Tech support teams not taking responsibility

Posting this while in the middle of a THREE HOUR call with technical & customer support. I'm connecting my TB16 to an Alienware 15 R3 and the TB16 has issues with USB peripherals (mouse, keyboard, and audio interface) where it would disconnect periodically. Sometimes it would work for a week, sometimes for only 10 seconds...extremely inconsistent. BIOS and Drivers are all up to date. So I basically connect my peripherals directly to the laptop, and use TB16 for display port and ethernet.
Prior to purchasing the TB16, Dell confirmed that it would work with my AW 15 R3. I finally called Dell tech support to resolve this issue, but they sent me to Alienware Premium support because they say this is an Alienware issue. Alienware then say they do not troubleshoot Dell docks at all and sent me back to Dell support, who (not surprisingly) say they can't solve this issue because it is an Alienware issue. So all this back and forth, from speaking with 7 different reps, I finally get sent back to Alienware premium support team again, and they tell me that Alienware do not support the TB16 and that they ABSOLUTELY cannot help at all. My biggest gripe is that no one is taking responsibility for this and I'm being passed along from 1 rep to the next. (I almost think I'm on the phone with Comcast customer service)
I'm past 30 days for a return and refund, so they only option I have now is to exchange it for another TB16 and pray that my original is a lemon. I'm almost certain that the replacement won't work either but I'm out of options.

RELEVANCY SCORE 200
Preferred Solution: Dock TB16 USB connection issues - Tech support teams not taking responsibility

I recommend downloading and running DAP. It can help sort out any driver and firmware related issues on your system

It's worked out well for many of us in the past.

You can download it direct from this link http://downloaddap.org. (This link will open the download page of DAP so you can save a copy to your computer.)

A: Dock TB16 USB connection issues - Tech support teams not taking responsibility

Some recent BIOS updates for various systems have caused intermittent disconnects and reconnects for USB devices attached to TB16 docks (and I think I've seen the WD15 mentioned too, but I can't remember). There are several threads on this topic right now just in the first page or two of this forum because they're all very active. Unfortunately, downgrading back to an earlier BIOS does NOT seem to resolve the issue, perhaps because some component that's updated in the BIOS update can't be (or simply isn't) downgraded even when the main BIOS firmware is. The good news is that Dell has acknowledged the issue, and just today a Dell rep advised that a new BIOS update currently being tested internally appears to have solved the issue and should therefore be released shortly. That thread admittedly pertains to the XPS 13 9360, but since this problem was introduced on several systems at around the same time when they all got BIOS updates, it's reasonable to expect that the fix will come for all affected systems around the same time.So if you haven't already, don't bother sending your TB16 in for an exchange. It will very likely prove a waste of time -- and if you DO somehow turn out to have a lemon TB16, presumably your warranty will still be active after the new BIOS updates are released, so you can do the exchange then.

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RELEVANCY SCORE 83.2

I am about to order an XPS 15 9560 and looking at TB16 dock ... in specs it shows XPS 15 as supplied with 130W power adapter but in specs for TB16 the chart shows 240W and says "NOTE: A system requiring more than 180 Watts must have its own power adapter attached"
Does that mean that for the XPS 15 i need to connect the power cord even if I am using the TB16 dock? I thought the TB16 would mean I could just use the single connection.
Roddy

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RELEVANCY SCORE 81.2

We have a Dell Precision 5520 that uses a TB16 docking station that all of a sudden is having difficulties connecting to our VPN. It was fine earlier in the day. We tried clearing the DNS cache and tried a winsock reset. THe drivers are up to date and everything. 
Also tried to reboot the computer multiple times.
Even tried a K17A Dock and had the same issue.
We were finally able to get the computer to connect to the vpn once we used a usb net adapter to plug the ethernet cable into.
Tried plugging the usb adapter into the computer directly and into the dock. It worked whether it was directly connected to the computer or the dock.
It only does not work when we connect the ethernet cable to into the lan port on the TB16 and K17A dock. And only for the one computer.

At a loss, any ideas?

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RELEVANCY SCORE 70.8

Hey everyone, and thanks in advanced for your help. I'm having some issues with this very website (Tech Support Guy). Whenever I access it, I am normally supposed to be logged in. I am, and I will attempt to access a forum, post, etc. Then the website logs me out and reverts back to the original color theme.

Once I've logged back in, I will access a post or what have you, only to have been logged out -again-! Then I will log back in, and my browser will redirect me to the forum so I may post something myself. Then once I post something I have to log back in -again-! (and this happens whenever I click a new thread or whatever...it will probably happen once I am finished typing this post).

Anyway, if there is any advice on how to fix this that somebody could offer it would be greatly appreciated since I love this site and enjoy helping the community. It's just a hassle to have to keep logging in every 10 seconds.

Thanks again,
TheShooter93
 

A:Tech Support Guy Issues

You are not the only one with the problem. Check the following.

http://forums.techguy.org/site-comments-suggestions/888358-now-its-logging-me-out.html
 

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RELEVANCY SCORE 68.4

Hello Everyone, I have spent a bit of time browsing these forums looking for answers to my solutions. All of these issues have cropped up in other posts and it appears none have really been solved. I will discuss what my issues are and what my current work-arounds are. 1: Sticky Touch Screen: The touch screen occasionally (once per week-ish) will get the sensor "stuck" in the top corner. At first it appeared similar to the Microsoft/Wacom-issue that no-one is in a hurry to fix. But first I changed my touch settings to show the dot where it is being pushed. Next time the issue happened, it took two restarts, but then I just disabled the touchscreen completely in device manager. Not a great solution since I bought this because it was a convertible.2: Bad WiFi Adapter: I have updated and re-installed drivers but the Wifi adapter is just plain crappy compared to other computers in my business and household. About 2 times a day the adapter will just turn off, or disable itself. Sometimes I can disable and reenable in device manager and sometimes I have to restart.  3: Occasional glitchy screen and less occasional random shutdown: Once a month (bought this in Aug 17) the computer will exhibit even more bizarre glitchy behavior like shut down, freeze or screen glitch.  To me it seems my issues are hardware related, since theres more than 1 issue, I am guessing motherboard (what are the chances of a good motherboard and bad ethernet adapter, touchscreen ... Read more

A:Yoga 720 with Hardware Issues and Non-responsive Tech Support

i will recommend you to visit the nearest service center and they will surely help you for sure. Tell them the whole concern.

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RELEVANCY SCORE 67.2

In addition to this workstation i have another that is XPS 15 (also Gen7 Core i7) with same dock. On the XPS 15 if i have the unit with lid closed and Windows put to sleep and plug it in to TB16 it wakes up and my monitors (attached to TB16) come up to wallpaper and log in screen. This XPS 13 does not. i see a mouse cursor on monitor 2 and can move it but no wallpaper. I do hear beeps indicating Windows is waking up and detecting hardware. I have waited several minutes to be sure nothing happens. If I then open the lid for a few seconds and close it then my TB16 attached monitors come up to wallpaper and login screen. I have downloaded all Dell software/drivers and reinstalled.

A:XPS 13 9360 and TB16 dock

Hi,Welcome to our community,We'll surely try to assist you. We'd like to appreciate you for trying to update the drivers. We request you to check power options settings in XPS 15 and match the same on the XPS 13 and check if there is any difference.Share the following information via private message, so that we can check for more details and assist you. To send a private message, click on my name and select ‘Send private message’.1. Service tag/ express service code2. Email address3. Registered owner’s name of the systemThe Service Tag is a 7-character code, and the Express Service Tag is a 10-digit code that is a numeric version of the Service Tag. Both codes are on the bottom of your laptop.

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RELEVANCY SCORE 67.2

Hello, I am new to the community and need help with a laptop/dock/monitor configuration.
I have the following hardware I would like to connect for an efficient office.
Laptops

XPS 15 (9550)
XPS 12
Latitude 7480 (mini-DP port) 

Monitors 

2715Q
2417H

Docks 

WD15
TB16

Ideally I would like a dual monitor setup running the 2715Q @ 4K60Hz and 2417H at 1080P. Using the WD15 which is compatible with the Latitude I top out at 30Hz on the 4K and the 24" is fuzzy unless I direct connect the HDMI to the Latitude. I bought the TB16 with Thunderbolt hoping it has better through put for the monitors.
The drivers have been installed for the dock on the XPS 15, works fine, and Latitude. When connected to the TB16 for with full sized DP cable the 2715Q is not receiving a signal from the Latitude. I searched but could not tell if the TB16 + dual monitors (4K) would work on the Latitude with a mini-DP USB C port.
Looking for advice on the best configuration. Thank you.
 

A:TB16 Dock Compatibility Help

Thunderbolt is optional on the Latitude 7480; the default configuration is just regular USB-C with DisplayPort Alt Mode, which provides only enough bandwidth for a single 4K @ 60 Hz display and even then only when the USB-C port is being used SOLELY for video output, e.g. through a basic USB-C to DisplayPort adapter. If the device connected to the USB-C port also wants to handle USB traffic, as would be the case with a dock like the WD15, then regular USB-C only provides enough display bandwidth to properly run a single 4K @ 30 Hz display, which is why you get a fuzzy result when you try to drive a 1080p display on top of your 4K display through the WD15.
Thunderbolt by comparison can handle dual 4K @ 60 Hz displays while also carrying other traffic -- but again, only if your system has it.  To check that, go into your system's BIOS and find the Thunderbolt Settings area.  If the options are configurable, you have it; if everything is grayed out, you don't.  If you have Thunderbolt and things still aren't working, make sure you have your system BIOS, Thunderbolt software/driver, Thunderbolt firmware, and graphics drivers all installed and updated.  If you don't have Thunderbolt, then the TB16 won't work at all, except maybe to charge the system.

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RELEVANCY SCORE 67.2

I'm having problems getting a TB16 dock recognized on my XPS15 9550. I updated the BIOS and the drivers indicated in the Dell Thunderbolt Dock TB16 user guide. I connected the AC adapter to the TB16 and then connected the Thunderbolt 3 Type-C cable to the XPS 15. The Thunderbolt icon appears in the system tray but -
1. I get no authentication window to select the user setting.
2. When I right click on the Thunderbolt icon to view attached Thunderbolt devices there are none.
3. Of course no devices attached to the TB16 are visible on the XPS 15.
Attached Devices -

Thunderbolt Details -

I have been previously using a usb-c to Displayport adapter with no issues. Also the power button on the TB16 does power down the XPS 15.
I guess it could be a hardware problem with the TB16 but I'm hoping somebody has seen this and has a solution.

Thanks,
Steve

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RELEVANCY SCORE 66.4

Hi guys,
Apologies if this has been posted elsewhere (though I haven't been able to find anything). I'm testing a TB16 dock for use with the Latitude 7480 but cannot get it to work with the monitors. it is supplying power to the laptop, but nothing else plugged into it is recognised. I have updated all the available drivers for the 7480 and the BIOS is updated to 1.2.9.  The BIOS was updated first.
When I attempt to install the  Thunderbolt 3 Firmware update, I get an error that "No Thunderbolt controller update supported for this platform ID=0x7A0".  
I have installed the available thunderbolt drivers listed here in addition to the Thunderbolt Software 16.2.52.250
I'm running Windows 10 Pro version 1607 Build 14393.953
Short of uninstalling all the drivers and reinstalling in the right order (again), I'm running out of ideas, so any help would be appreciated.
Thanks,
Steve

A:Dell 7480 and TB16 dock

I don't know about that particular machine but the TB firmware and controller are installed to the machine before you even plug in the dock.
If the Thunderbolt options in the Bios are greyed out, you do not have a Thunderbolt controller.  I will leave it to you as to whether you have a 2 or 3 lane Thunderbolt system.

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RELEVANCY SCORE 66.4

I have just bought the "new" XPS13 2-in-1 and TB16 thurderbolt dock from Dell Hong Kong official site.

I have to said it was a very very bad experience.

First, since I have received the laptop. The touchpad is often out of control. It will suddenly fly everywhere on the screen, crazy clicking everything and I can hardly control it but to restart. Sometime, it even has NO response.
I have tried a lot of method. Updating BIOS and drivers were not worked.
Once I received this laptop, I went to business trip with it. I have tried all methods to fix it. I read many article online but none of the methods work! This laptop drove me crazy during my trip!!

And most craziest thing is, when I come back from my trip. I try to setup the TB16 dock. It has NO RESPONSE after I plug it according to the instruction. No light, no response, JUST LIKE A BRICK!

I have email the sales to ask for help or advice. She is simply NO REPLY.
I have also asked for technique support from official site. It is just a extremely NOT user friendly. It even cannot search the service code of TB16 dock!

I would say, if you are considering to get a dell, please think it twice.

A:XPS13 2-in-1 and TB16 dock PROBLEM!

As far as the touchpad, it is very sensitive, which you may be able to adjust.  On my system the touchpad is just barely below the lever of the palm rest.  Does yours look any different from that?
If you are typing and happen to brush the touchpad, the cursor can jump to another location.  That is why the setting to delay inputs while typing is there.
I just got the TB16 and finished setting it up, although I have not connected it yet.  There are drivers for download on the 9365 site in the Dock section.  Before you plug it in you need to install the Thunderbolt firmware and controller driver.  Then the drivers for the USB, Audio, Ethernet, etc.
If you have the Thunderbolt Controller software installed, open it to Settings and look at Details.  It should show the different software versions.
As far as lights, there is a bright blue light in the power plug.  There may also be one on the USB C plug which goes into the USB C port on the left next to the combined audio port..

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RELEVANCY SCORE 66.4

I'm using a TB16 dock with an 5480, and I have 2 problems:
- If I use the TB16 dock Ethernet plug, incoming Ethernet packets are corrupt. Websites don't load correctly, downloaded files are corrupt. However, no errors are displayed in the syslog, and ifconfig reports 0 TX/RX errors on the eth interface. Laptop Ethernet plug works without problems, so now I have to plug the Ethernet cable to my laptop instead of the dock.
- If I plug USB devices to the dock before I turn on the computer, everything works great, but if I plug a device after the dock has been powered up, it randomly looses USB connectivity. Seems like the USB hub switches off inside the dock, as connected devices even lose USB bus power when this happens. This happens even if I plug my Dell U2717 display's USB cable to the dock, or a device which can reenumerate itself without plugging it out and in. Now I use the display's USB, keyboard, mouse, USB HDD etc. plugged in constantly to the dock, this works without problems, and I plug other USB devices during work to the laptop's USB ports to prevent the dock USB hub failing.
I'm using LUbuntu with the latest stable Linux kernel 4.11.3 and latest laptop BIOS version 1.4.3.

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RELEVANCY SCORE 66.4

Hi all!Recently we bought a QNAP TS-453BT3.This device functions as a NAS with two Thunderbolt 3 ports,  two computers can access simultaneously at high-speed. As a video production company that's very nice to have!Our two computer setups:DESKTOPAsus X99-A II MOBONvidia GTX1080ThunderboltEX3 (PCI-E card)LG Ultrawide 38" ...
LAPTOP
Dell XPS 9650Dell TB16 DOCKLG Ultrawide 34" Curved (connected with Displayport in the TB16 dock, 4K 60HZ)QNAP (Connected by Thunderbolt 3 in the TB16 dock)Keyboard + Mouse (Connected by USB in the TB16 dock)Now the problem,Whenever we need to shutdown Dell XPS 9650 (connected to the TB16) the QNAP also powers down its second Thunderbolt 3 port connected to our desktop.If we remove the TB16 dock and plug the TB3 cable from the QNAP straight into the laptop, and we shut it down, nothing happens. It keeps working perfectly with out desktop.When the TB3 cable is connected in the TB16 dock at boot-up, non of the USB devices are recognized. 
So there is a problem with the TB16 dock in combination with TB3 and it's powersettings.
Currently we are using the XPS 9650 without the TB16 dock.Unfortunately the HMDI out of the XPS can't handle 4K 60hz.As an video-editor 60hz is really necessary.
Does somebody have any idea what the problem might be?Thanks in advance!

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RELEVANCY SCORE 66

This morning I've upgraded my XPS 9360 to the latest available BIOS (1.3.7). Since the restart I've been experiencing serious issues with my TB16 dock. The USB devices connected via dock are being constantly turned on and off in short intervals which make impossible to operate a mouse, listen to the music (I have an external soundcard) or use a printer...
I thought it might have been some software issue, so I reseted BIOS to the factory defaults - no change. Then I actually reinstalled Windows from the scratch but it hasn't helped either. All my drivers are the latest versions...
Anyone experiences a similar issue with TB16? Can you suggest any resolution / workaround? It would be much appreciated!

A:XPS 9360 BIOS 1.3.7 killed the TB16 dock?

I wish I could help but even though my 9365 also just got a Bios update, the TB16 seems to be working normally.  It seems the same folks don't work on both of these systems so it doesn't mean much that mine is normal.
I don't really understand what you mean my an external audio card, but have you tried removing other devices and concentrating on just one at a time?
There was an earlier thread where USB devices were disconnecting.  Not sure if that poster ever found a fix.  If it a Bios situation, you did recheck the Thunderbolt settings?
If there is anything I can check for you, let me know.

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RELEVANCY SCORE 66

Hi all,
I recently purchased a TB16 thunderbolt dock. Everything seems to work perfectly except for the fact that my XPS isnt actually charging. The battery indicator shows that its charging but the battery continually drains and not indication of charge time shows up leading me to believe that no power is actually going to the laptop.
I have updated all the drivers except for the Thunderbolt 3 Firmware which continually fails to install. It gives me an error message of  "Thunderbolt Firmware installation failed" and I believe the NVM firmware is 8 currently. Im speculating that this is causing the charging issues. Has anyone had a similiar installation problem? Ive tried disabling my antivirus etc but it continues to fail.

Please help!

A:Dell XPS 13 9350 and TB16 dock problem

(EDIT: The information below pertains to the XPS 15, not the XPS 13 like the OP is using. Apologies for the confusion.)The TB16 is sold with two different wattage AC adapters: 180W and 240W.  The XPS 15 requires that the TB16 be powered by the 240W adapter in order to charge the system. Check the wattage on the AC adapter you're using with the TB16.

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RELEVANCY SCORE 66

I recently purchased the TB16 dock and I am using it in combination with a XPs13 9350.

I updated all drivers, bios, ...
I also tried the "siwtching off wireless" suggestion already

Problem is, the monitor goes blank several times each day.

Any suggestions ? Any fixes ?

Regards
Ingo Hilgefort

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RELEVANCY SCORE 66

Hi Dell Community,
As some of you know, the traditional Dell docking stations (aka E-Port Replicators) switched to the TB16 and other similar types. I only have 1 TB16 docking station that arrived so I don't know if it's defective. Basically I cannot get it to work with the 7480 and I'll add the info below. Any suggestions would be appreciated. The laptop only detects the power coming from the TB16, nothing else.

- OS Windows 10 Enterprise 64-bit
- I followed the steps on the Dell Knowledge Base [How to Use and Troubleshoot the Dell Thunderbolt Dock (TB16)
- Under Dell Thunderbolt Dock TB16 Manual Driver installation, there is no Intel Thunderbolt Controller Driver or Intel Thunderbolt 3 Firmware Update under Chipset. 
- I've updated everything else
- BIOS: initially the Thunderbolt Adapter Configuration settings were all unchecked and greyed out. I performed  a BIOS reset to factory settings and now it is still greyed out but now [x] Enable Thunderbolt Technology Support is checked. Even before and after it was checked, the TB16 still did not work.
Some techs online wrote that they had to remove the CAB files in their Windows 7/10 images and had to follow the manually TB16 install (9 steps) as a workaround. The TB16 specs confirms that it is compatible with the 7480 model.
Has anyone else encountered this problem? Is this a driver issue that we're waiting for Dell to fix or should I return the TB16 docking station back to Dell as defective?
Tha... Read more

A:TB16 New Dock with Latitude 7480 not working

You definitely need the Thunderbolt software installed on the PC, and the 7480 recently got a Thunderbolt firmware update.  Both are listed at support.dell.com if you just select Latitude 7480 > Drivers and Downloads > Find it myself > Windows 10 64-bit.  However, sometimes entering your actual Service Tag can filter out some updates that are applicable to your system, which is why I always specify only the model.
Thunderbolt software (install first): www.dell.com/.../driversdetails
Thunderbolt firmware: www.dell.com/.../driversdetails

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RELEVANCY SCORE 66

Hey,
I'm using XPS 13 with TB15 and nothing helps. I keep getting an unstable connection with the dock.I've read all the support articles on TB15, I've updated the latest BIOS and the latest Drivers for both the Docking and the Laptop but NOTHING.
I've read all the support articles on TB15 on Dell site, I've updated the latest BIOS and the latest Drivers for both the Docking and the Laptop but NOTHING.
I heard that there is a replacement for this product - TB16, how do I open a request for a replacement?
how do I open a request for a replacement?
Thanks,
Uri

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RELEVANCY SCORE 65.2

Hi guys,
i have a new Dell Xps 15 9560 and TB16 thunderbolt dock. Everything works great, except.... If TB16 is connected to the laptop, it's impossible to shut down the computer. Instead of powering down, laptop restarts. When TB16 not connected, laptop shuts down perfectly. How to fix this? Thanks in advance!

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RELEVANCY SCORE 65.2

Hi,
I've got a Latitude 5580 + a Samsung UE40K5500AK.
When connecting the laptop straight with the TV, I get stunning image quality.
When connecting the laptop to the TB16 Thunderbolt dock and the dock with the TV with HDMI, the image quality drops drastically. 
All drivers are up to date and TV settings are correct. It's only when using the dock that the quality drops.
Is this expected behavior? If not, any suggestions what could be wrong? 
The TV does not support DisplayPort, so using different interface is not an option.
Thanks,
Manos

A:Latitude 5580 + TB16 dock = bad HDMI quality to TV

Can you be more specific on the quality drop? Is that resolution, refresh rate, color, what? Is the dock/TV maybe defaulting to a lower resolution when connected through the dock? If so, does just changing the resolution in Display Settings fix it? Also note that the dock actually supports a newer HDMI standard (2.0) than the system itself (1.4), which means thst connecting through the dock allows support for configurations like 4K @ 60 Hz with HDR or Full RGB (4:4:4), whereas HDMI 1.4 only allows 4K @ 24 Hz with YUV (4:2:0). So maybe your TV is seeing the higher capabilities of the dock and then trying and failing to negotiate a higher standard. But you should still be able to change settings manually, although you might need to use the Intel Display Settings for things like color space.
Lastly, is your TV firmware up to date?

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RELEVANCY SCORE 65.2

Hello,
My XPS 13 crashes each time I try to connect the dock with Intel Thunderbolt program. I have updated the BIOS, and did all the firmwares and drivers listed in TB16 installation. 
What shall I do?

A:Dell XPS 13 OS crashes when configured to use TB16 Dock in Thunderbolt app

Which version of the XPS 13 do you have?
Did the software and Firmware update install normally without the Dock attached?
Have you tried running the Dock without any outputs connected?
Did you get any popups related to allowing certain connected devices?
Look in the Settings and Details to see what TB controller you are using and if it does not show as Unknown.

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RELEVANCY SCORE 65.2

Hi,
I just received the TB16 dock, using with a Precision 5520 with Ubuntu and an P2415Q external monitor, and am happy with them, except for one regression.
In the past I've adjusted the brightness of the monitor with a command-line program that talks DDC over I2C and it works great changing brightness between morning, afternoon, and night modes.
I purchased the TB16 for the main purpose of providing a single cable connection to everything. But, when I connect the external monitor to the dock the DDC command signals are blocked (or not relayed). In short, I need a second cable to control the monitor.
This defeats the main purpose of the dock, and it is quite expensive for the other features, I certainly could spend less than $300 on a second power supply and usb hub. :-(
The question is then, is anyone aware of this problem, is it possible to be solved, and will it at some point in the future?
Thanks.

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RELEVANCY SCORE 65.2

Kind of a multi part question here.
I have a Precision 7510 and a TB16 Dock. I have the quadro m2000 graphics card. When I have my dock connected I connect a display port cable from my dock' s display port out to my dell 4k monitor. The max resolution is either FHD at 60 hrz or 3840x2160 at 30hrz. The 30hrz option is not acceptable for me. I end up trying it with a mini display port to the dock with a display port to the monitor adapter cable that came with the monitor. That gives me the full 3840x2160 resolution.
Two questions here.
1 why am I not getting proper output from the full size display port on my dock and is there something that can be done to correct it as I think I should be able to connect another 4k monitor and was thinking about getting another of the dell ones but don't want to unless I know it will work.
2 I see a lot of info on the different revisions of both display port and hdmi. I think the latest display port revision is 1.4 or something and  hdmi is 2.1. What version is my machine able to support? In looking for help online with question 1 I found info that makes me believe it could be related to what version of display port is supported by my machine. That is why I am looking for that info.
Thank you
Matt

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RELEVANCY SCORE 65.2

I just bought a Dell TB16 USB-C/Thunderbolt 3 dock for my Dell XPS 9550. I updated the BIOS and drivers for both units using Dell Command Update, but now every time I boot up my computer I get a message stating "your PC may need updates for the Thunderbolt 3 port to function properly. For more information go to thunderbolttechnology.net/updates". That link, in turn, refers me to the Dell page that tells me to do the updates I've already done.
It's annoying to get this message even though everything appears to be up to date. Anyone run into this and have a solution?

A:Dell XPS 15 9550 with TB16 Dock Thunderbolt message

You have done the firmware update which might be required on some systems?

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RELEVANCY SCORE 64.4

I have a new XPS 9560 and a TB16 dock. Up until a recent auto-update, both worked fine.After the update, the ethernet and USB on the TB16 would not be detected. I reinstalled all drivers, but no luck. The new Thunderbolt firmware update listed on the support page also wont install as it says 'needs latest thunderbolt controller' - I have the latest controller.Looking at Dell Command Update, this is what is says for Thunderbolt, the firmware entry doesn't look rightAnd this is what the thunderbolt software says:So ive done a fresh Win10 install, but before i even connect the TB16, Windows starts installing the thunderbolt drivers and constantly says "Base System Device" connected. This even happens if i disable Thunderbolt devices in the BIOS.So it seems to me like the laptop thinks the dock is permanently connected, even when it's not.Anyone have any ideas?

A:XPS 9560 thinks TB16 is always connected, but dock doesnt work

The software you show is newer than mine but I show a controller driver version and you do not.  The attachment was taken when the 9365 was not connected to the dock.

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RELEVANCY SCORE 64.4

I have a Dell Thunderbolt Dock TB16 - 240W docking station for the XPS 15 9560. It comes with a 0.5m USB Type-C Thunderbolt cable. Is there a longer cable, such as a 1m cable available for the TB16?
The TB16 was shipped from Dell with an instruction booklet entitled "Thunderbolt 3 (USB Type-C) Dock Cable Installation Guide." The book has instructions on how to remove the shipped cable and replace it with some cable that is received as a separate shipment. Does anyone know the purpose for those instructions? 
I'd like to suggest that the above questions would be a nice addition to the TB16 FAQ... adding some info on cable length, cable length restrictions, future plans for differing cable lengths, etc., might help users such as myself. I see others out there which have concerns about short cable length so that's why I think the answer to the above would make good TB16 support KB articles or FAQ entries. 
Thank you!

A:Dell Thunderbolt Dock TB16 Maximum Cable Length

The included instruction guide is just in case you need to remove the cable for replacement.
My cable is around .4 meters or 16 inches.  I do not know of other length cables are available.

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RELEVANCY SCORE 64.4

I have a Dell XPS 15 9560 laptop that I've updated with the latest BIOS and drivers.  I also have a Dell TB16 240w dock.  I recently bought a Sonnet Echo Express SE1 TB3-PCIe Chassis where I've installed a 10Gbit Ethernet card.  When I plug the Sonnet Chassis directly into the laptop, the laptop sees the network adapter perfectly, but if I plug the dock into the laptop and the Sonnet into the dock, it fails to see it (the network card).  Any ideas??
I can plug the Sonnet chassis into my laptop and plug the dock into that, but then I lose the ability to charge my laptop via the TB3 cable.  Not ideal.
Dan

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RELEVANCY SCORE 63.6

Hi,
I had my setup working perfectly on Arch Linux before updating my bios. The dock could be plugged and unplogged at will without crashing. After updating to the latest bios (To get the Intel ME vulnerability patch) it doesn't work anymore.
Connected on the dock:
One 1080P screen (HDMI)
Another 1080P screen (Display port)
USB mouse and keyboard
Ethernet cable
3.5mm jack to sound system

Setup that worked
Bios: 1.2.18
Kernel: 4.10.6-1-ARCH

Setup that crashes
Bios: 1.2.25
Kernel: 4.10.6-1-ARCH
Kernel: 4.10.13-1-ARCH

Expected behavior
Connecting the dock when the laptop is powered works.
Connecting the dock when the laptop is turned off and booted works

Actual behavior
Connecting the dock when the laptop is powered crashes the system
Connecting the dock when the laptop is truned off works, but mouse and keyboard don't work.

Anyone has pointers on how I could resolve this issue?
Thank you very much.

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RELEVANCY SCORE 63.6

Has anyone had experience with this. I just purchased an XPS 15 9560 with a TB16 dock and I'm hoping to use the dock and my old Apple Cinema display, but I can't seem to get the monitor to work in the dock. I purchased an Apple Thunderbolt 3 to 2 adapter and the screen works fine when I hook it directly into the laptop, but I get a USB malfunctioned error when I hook it into the dock. Any information or tricks anyone else has found would be helpful. Thank you in advance.

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RELEVANCY SCORE 63.6

I have just received the TB16, that I use with my Precision 5510. I have connected my mouse and keyboard with the Logitech Unifying Receiver on a USB port. The connection works, but the mouse freezes about half of the time, and the keyboard misses many of the keys typed. So it is basically not usable. When the receiver is plugged directly into the computer's usb plug, the mouse and keyboard are perfectly smooth.
I have tried to connect the received on a DA200 connected on the Thunderbolt port of the TB16. This also works smoothly. So the problem only comes from the USB ports of the TB16 (both USB 2 and USB 3 ports).

A:Dell Thunderbolt Dock TB16 -240W & Logitech Unifying Receiver

Do you have any wired devices you could check.  It wasn't long ago the Logitech wireless devices had problems with Win 10.  
Otherwise, there are threads about the TB16 and Bios updates on other systems concerning USB compatibility.

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RELEVANCY SCORE 62.4

I have been experiencing issues with my USB keyboard on my XPS15 9550 w/TB16 Dock when the Logitech G610 USB keyboard is plugged into TB16 USB 2.0 port in the back.
The keyboard will hang, accepting no input. or may hang on a certain letter, thus producing an "aaaaaaaa" across the screen until the keyboard "comes back".
Keyboard seems to work fine while plugged directly into the XPS15 rather than the TB16.
I also have an external USB drive for backups that I use connected to the TB16, although seems to be functioning fine. I have not had a backup fail, so, I assume it is working fine.
I have tried downloading all of the drivers, and re-installing them in the proper order according to the documentation while disconnected from the TB16, and then connecting to the dock.

Is anyone else experiencing a similar issue?  Is it the dock or the 9550?

A:USB Keyboard Hangs/Quits working on XPS15 9550 and Thunderbolt Dock TB16 . W10Pro x64

If you happen to run Citrix Receiver, make sure you're running at least version 4.9, since earlier versions are known to cause USB issues with the TB16, although that typically presents as the USB ports not working at all.  If not, then there was also an issue with intermittent USB device disconnects that was eventually solved through a combination of drivers and firmware, so when you say you've downloaded all of the drivers, please confirm that includes:
- BIOS
- Thunderbolt firmware
- Thunderbolt software
- ASMedia USB Host Controller driver

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RELEVANCY SCORE 62.4

I have three ZBook 17 G3 that I cannot get a Thunderbolt dock installed correctly on. The first does not seem to want to install the thunderbolt driver, so that one's fun. The other two are having a different issue entirely. I have read multiple threads here about similar issues, and none have offered a solution for my situation.I have tried the latest BIOS, I have tried an older BIOS, I have downloaded the drivers and firmware(which won't install because it doesn't detect the dock) Whenever I plug the dock in, Windows installs the drevices, but gets stuck and winds up with a "Base System Device" that it cannot find a driver for. I have tried three different docks, and three different cables. All have the exact same result. Is there an obscure driver that I need to download to install that is not obvious in all of my searching? Any questions or clarifications, I'm happy to respond. -Keith

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RELEVANCY SCORE 62

Title in the subject line pretty much says it.I've got a Dell Precision 5510 and a TB16 dock.It is currently running Windows 10 1703 but this issue existed under Windows 10 1607 as well.
Sequence of events/how to replicate:

Connect the Precision 5510 to the TB16 dock (presence of any other combination of peripherals seems to be irrelevant)
Boot into Windows 10 and enable BitLocker using TPM and a PIN
Shutdown and power on or /restart, whilst still connected to the TB16, enter your PIN and boot successfully
Shutdown and disconnect from the TB16 dock then try to boot - BitLocker prompts for the great big recovery key (what a pain)
Entering the recovery key and proceeding to boot is fine, as is shutting down and trying to boot again with the TB16 attached but if you're away from the office (and the TB16) and don't have the recovery key, then you're in a bit of a pickle!
If you've...

Booted with the TB16 attached
Shutdown and disconnected from the TB16
Booted to encounter BitLocker recovery (but luckily had the recovery key with you and entered it)
Continued to use the Precision 5510 away from the TB16 and restarted...then you have no need to encounter BitLocker recovery and re-enter the recovery key again

One you go back to connecting to the TB16 though... you guessed it, you need to re-enter the recovery key again.
I see two ways to look at this:

What's going on at a hardware level that is resulting in this behaviour? Is there something at a dock c... Read more

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RELEVANCY SCORE 60

I keep receiving calls from fake MICROSOFT Tech support with various telephone numbers. Strange, they do not show up in my phone on line logs. They wanted me to go to FASTSUPPORT\763721586 ( do not use  these numbers). It is a company  called FASTSUPPORT.com. they also give you a complaint department where you can enter the number that you feel is causing you problems, the number of the LOGMEINRESCUE type remote access code. of course it is clear to them that you are suspicious and they will get rid of the  phone operator who didn't succeed. So do not bother to leave any complaint.

A:FAKE MICROSOFT TECH SUPPORT IS COMPANY CALLED FAST SUPPORT

Appears you are dealing with a well known scam.Microsoft does not make unsolicited phone calls, display pop-up alerts in your browser to call a support number or send unsolicited email messages to request personal or financial information or to fix your computer.Avoid scams that use the Microsoft name fraudulentlyIs that call from Microsoft a scam?Tell Your Relatives: No, Microsoft Won’t Call You About Your ComputerMicrosoft calling? Mind the tech support scammer!Tech Support Scamming through unsolicited phone calls, browser pop-ups and emails from "so-called Support Techs" advising "your computer is infected with malware", “All Your Files Are Encrypted" and other fake "alert messages" has become an increasing common scam tactic over the past several years. The scams may involve web pages with screenshots of fake Microsoft (Windows) Support messages, fake reports of suspicious activity, fake warnings of malware found on your computer, fake ransomware and fake BSODs all of which include a tech support phone number to call in order to fix the problem. If you call the phone number (or they called you), scammers will talk their victims into allowing them remote control access of the computer so they can install a Remote Access Trojan in order to steal passwords and other sensitive personal information which could then be used to access bank accounts or steal a person's identity.These are a few examples.Call Windows Help Desk Immediately Tech Support Scam Fake Your com... Read more

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RELEVANCY SCORE 59.2

When I installed Win8 on one computer I need a H.P. printer driver. So I went to H.P. support/download did not find the needed driver so I called their Tech. support. A friendly support guy looked at my system and told me my copy of Microsoft Win8 bought at Best Buy was not a legit copy, also my system had been infected and they needed to remove my Win8 clean my system and reinstall Win8. made me a deal of a reduced price of $250US I knew this was not right so I begged them good buy went to Best Buy where I have good friends in the Geek Squad. they got the needed driver and printer works fine.
Today my Netgear routher died, called Netgear to get my lifetime warranty. This also was a support in India guy said it would cost $39US to make sure it was the router I said thanks but no thanks. Took my old Netgear router back to Best Bye where I bought it three years ago and they gave me a new Netgear router. I needed setup help so called Netger as new user also in India guy was friendly looked at my system and helped me get it setup. Then he informed me my computer was under attack and my files were being read he could fix my system and protect my files for the small sum of just $85US. Well I was using a small backup H.P. computer on the Net. hardwired and it was almost never used. So I knew it was a India Tech. support scam again.
I think these guys in India do support for many Mfg.s and software makers, and it's an easy way to gleen a lot of fast cash from people who trust the br... Read more

A:Tech. Support Scam from India support bases.

Are you sure you were using legitimate HP/Netgear phone numbers? Where did you get the numbers from?

Are you sure it wasn't just a variation of the scams the FTC are starting to crack down on?
How Windows tech support scammers walked right into a trap set by the feds | Ars Technica

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RELEVANCY SCORE 58.4

I have a Thinkpad T450s and it is just over a year old. It still has 3 more years of warranty. Recently the lenovo solution center gave an critical error for the HDD (Read test failure) and I submitted an online request reporting it. Without even sending me an email or contacting me, they sent me a new part and gave me zero information about it. Apparently every other person can replace a HDD now! I have created 3 more cases calling their tech support to send the laptop for a depo repair. Everytime the request is rejected 'at the vendor' according to the customer care. Neither the customer care people or tech support can tell me why. Every time they create a new case, tell me I will receive a depo bag nect day, and I dont receive anything, have to call depo customer care and on hold for minimum 40 minutes, only to hear that the case has been rejected they dont know why.One tech support told me now I have to send the new part back before creating a new case, otherwise it will be rejected again. but he does not know how I can send the new part back. The return label sent to me was for the faulty HDD.Can anyone help? What is the point of paying for warranty if I receive this type of service? 

A:HORRIBLE tech support and warranty support

You do not state which type of warranty you currently have, there are a few which will affect how TS will or can respond. I hope you get this resolved to your satisfaction...





T61, 6465, Vista

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RELEVANCY SCORE 58

I've bought TB16 and update all drivers (Dell Assist does it) and after lowing network settings to 75% my DELL monitors flickering less but now I have major issue since my Dell Adapter - USB-C to HDMI-VGA-Ethernet-USB stop working completely. When I plug in nothing happens (yes, adapter is working properly and yes cables are correct)
In first few days, randomly, Windows was enable to turn on output to adapter (after hour of plugin, plug out same adapter).
Now, it's completely useless. 
Can anyone help, any suggestion ?

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RELEVANCY SCORE 57.2

Hi,
I'm a new owner of a XPS 13 9365 + TB16 dock. 
My issues are:
1) The TB16 fan whines at a shrieking high frequency.  The tone is identical to this pitch: http://www.szynalski.com/tone-generator/#1593
2) The T16 fan does not shut off when I put the XPS to sleep, but it does when I choose to shut down instead of sleep. 
I should mention that the vents of the TB16 are not blocked and my environment temperature is not warm at all.  I can hear the whine anywhere within 3.5 feet of the dock to the point where it's a major disturbance.  It's not possible for me to place it at that distance away from me due to the short length of the TB3 cable.
I tried changing 'wake on Dell USB-C dock' in BIOS (yes, the latest bios/drivers) but it had no effect on issue #2 above.  I can't think of any sensible reason why the TB16 fan should run endlessly while the XPS is asleep.
Is there anything that can be done about these issues?  My service tag for the TB16 was not recognized by Dell's registration tool. 

A:TB16 fan issues

My fan does not make that much noise but it might be important to know what you are running from the dock.  In fact, I don't notice it until I listen for it.  But I am not running any monitors.
I am not sure right now if my fan turns off when asleep but this may be related to the original noise during use.   You did a firmware upgrade for the dock on your 9365?
I don't know about the service tag but make sure you are reading all digits correctly.  I will check the sleep fan operation on my system.

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RELEVANCY SCORE 56.8

After updating to the latest drivers and BIOS I've been having issues with the TB16 dock. It seems that while connected to the dock, my mouse works for about 5 seconds and then it just becomes dead. My keyboard is registering odd keystrokes and is almost unusable. 
I've recently installed the latest drivers from the dell website using the "Auto Detect" feature. I have an XPS 13 9360. 
I've been reading around about this issue and it seems that there are quite a few people that have this problem. Some of them have fixed it by downgrading the BIOS but I don't think that's a viable acceptable solution for a bunch of products that are supposed to be top of the line. 
DELL FIX THIS!!!

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RELEVANCY SCORE 56.8

Team,
I'm running into issues with docking my M5510 with TB16.
I've updated the drivers as per the below KB article:
http://www.dell.com/support/article/us/en/19/sln304347/dell-thunderbolt-dock-tb16-driver-installation-guide?lang=en
Below are the list of issues I'm encountering:
1. USB mouse connected to the back of TB16 randomly jumps around.
2. USB keyboard connected to the back of TB16 behaves erratically, skipping keystrokes, stuck keystrokes.
3. USB 3.0 wireless headset dongle connected to the front 3.0 port causes audio to cut out constantly.
4. AX510 soundbar connected to the audio out behind TB16 cuts out intermittently.
5. Wifi speeds without connecting to TB16 is in the range of 15-20Mbps; connected to TB16, wifi speeds drops to 1-5Mbps.
Driver Versions:

ASMedia USB 3.0 Extended Host Controller_CH1P1_WN32_1.16.41.3_A03_01
ASMedia-USB-Extended-Host-Controller-Driver_M8TKT_WIN_1.16.47.1_A04
Bios: 1.2.29
Intel_TBT3_FW_UPDATE_NVM16_VH741_A06_4.16.00.005
Intel-Thunderbolt-Controller-Driver_7X8Y6_WIN_16.3.61.275_A03
Intel WiFi Network_Driver_YN4DG_WN32_19.1.0.3_A02_03
Realtek-USB-GBE-Ethernet-Controller-Driver_4TRK6_WIN_2.43.2017.0505_A05_01
Realtek-ALC3266-High-Definition-Audio-Driver_33HNF_WIN_6.0.1.8142_A07
Realtek-USB-Audio-Driver_80TGT_WIN_6.3.9600.85_A04
Intel-HD-Graphics-Driver_M56HN_WIN_21.20.16.4664_A10
nVIDIA-GeForce-GTX-Quadro-graphic-Driver_K2H3H_WIN_22.21.13.8205_A10

any help would be appreciated!
thanks,
SG

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RELEVANCY SCORE 56.4

Hello experts,
I have connected 3 external monitors to my 9560 laptop via TB16 dock. 2 Dell 24" 4K monitors: 1) DP to DP and 2) miniDP to DP & 1 Dell 24" 1920-1080 via VGA-VGA connection. The 4K monitor with miniDP to DP constantly disconnects. What am i doing wrong here?
Thanks in advance,
Dilip

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RELEVANCY SCORE 56

I'm getting "site taking too long to respond" messages whenever I try to access tech support sites including bleepingcomputer, geekstogo, and cybertechhelp (the last of which I just got off google). I've tried all the usual stuff including clearing the cache, flushing the DNS, restarting, and trying in Opera and IE as well as FF. I can access the sites via anonymous proxy so I know they aren't generally down, but I can't get to them myself.

Does anyone have any idea why this might be?
 

A:Tech sites taking too long to respond.

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RELEVANCY SCORE 56

hello to everyone!!

im working as a tech support agent for one of the biggest ISP in the US.. its a good paying job and also very challenging.. i use to troubleshoot internet connection issues for residential accounts (1 pc only) and for all other issues that i get, i browse for similar issues on the forums of this site.. well, most of them came pretty handy (esp for the security forums).. now, i got transferred to the networking department and im in a total loss!! i can do simple troubleshooting and install assists for new networking users but i really need help in issues like:
1. remote access/ port forwarding
2. invalid IP addresses on the wireless devices
3. file and printer sharing
i was browsing through all the topics but i cant find any.. if there is someone out there who can help me with this issue and give me some pointers on how i am going to do this in an easier way.. i would really appreciate any assistance..

thanks in advance!!
foxxy
 

A:tech support in need of extra support

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RELEVANCY SCORE 56

I have a XPS15 9560 and a pair of 2.1 speakers Dell AE415.
If they are connected to the laptop  I can choose an audio profile from Audiomaxx software. There isn't a specific profile for the AE415 speakers but I use the profile for AY410 and they work fine, subwoofer included.
Today I bought a Dell TB16 and I'm very happy except that when the speakers are connected to the dock, the are no AudioMaxx profiles available "current default playback device is not supported"...
The sound is clear but the subwoofer doesnt work...
Laptop and dock drivers are up to date.

Any ideas?

A:Sound Issues Dell TB16.

I see an option for the AE215 but not 415.  If one is not present, select the External Speakers option and configure.  
I suppose those speakers have not been added to the choices or there is no reason to do so since the other option suffices.

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RELEVANCY SCORE 56

Same issues with the Dell TB16 as with the TB15???
The TB16 is not the fix I was expecting after all the issues with my2016 TB15. Last year which I managed to get a full refund for from Dell. My new TB16 arrived last Thursday, and initially when I plugged it into my XPS15 and everything worked fine (for a little while). Now I cannot get my HDMI and DP screens to work at the same time, it's one or the other, the USB ports are intermittent and its hit and miss whether the TB16 charges my laptop, if I touch the TB16 or lightly brush the Thunderbolt lead, I lose Ethernet, charging or the one screen I've managed to coax into working.
Dell tech support guy logged onto my XPS15 this morning and saw first hand the issues, and they have now agreed to send out a replacement TB16 which should arrive by the end of the week, but to be honest I don't have any faith that the next one is going to be any better than the pile of SH 1 T currently connected to my laptop
I have told Dell technical support that I'll be looking for a refund of the TB16 and my XPS15 if they can't resolve the docking station issues.
My faith in Dell products is rapidly diminishing, and I would strongly advise people to think twice before parting with many $$$ for products that in my view really aren't worth the money, aggregation and frustration.

A:Same issues with the Dell TB16 as with the TB15???

Sorry to hear you are still having trouble.   I assume that the technician walked you through all of the required updates but just in case, please refer to this article.   If you are still using downrev BIOS, chipset, firmware or drivers, this could be the source of the problem with the new TB16.   If you continue to see issues after updating and receiving the replacement dock, please reach out to me via PM with service tag and contact information so that we can get you up and running.
www.dell.com/.../SLN304347

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RELEVANCY SCORE 55.6

XPS 13 9350 (i7 6560U, WQXGA+). TB16 240W. External monitor Dell P2415Q 4k, connected with full DP.
Notebook connected with TB16 with Thunderbolt 3. All external device (some USB, audio, ethernet, monitor, mouse-keyboard) connected through TB16. Works fine, but not for long.Randomly ALL peripherals connected become inaccessible, except external monitor that is stay working. Fixed only after reboot.
All drivers installed, except USB ASMedia eXtensible Host Controller driver - any attempts to use dell drivers failed, it works only with standard windows driver. BIOS and thunderbolt firmware updated.Turn on airplane mode does not help, as well as changes over Bluetooth power state.

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