Plugable is different from a lot of other companies in that when we send replacements they are tested at length by a human being in our lab. After investigating the behavior via our handy diagnostic tool PlugDebug we elected to send a pretested replacement dock to rule out a hardware problem. For example, a customer with a Dell Precision 5510 laptop was experiencing random disconnects when using one of our docks. What’s been most interesting with our USB-C docks was that when things didn’t work as expected, they would do so in an extremely inconsistent manner, often manifesting with instability of attached USB devices. At Plugable those who help develop a product also provide the support, and in the normal course of troubleshooting certain patterns often emerge which we view as an opportunity for further investigation into various issues that might occur. But there were of course cases where things did not. The vast majority of customers reported both units worked well with many popular models of USB-C systems (we have compatibility tables on the respective product pages), which aligned with the results we observed while developing the devices. (For a quick synopsis of our data points, jump to the end of post.) Any time we launch a new product, especially one (or in this case two) that makes use of a new technology such as USB 3.1, support engineers like myself always learn a lot in the first few weeks. We launched two USB-C docking stations-the UD-CA1 and UD-ULTCDL-which have proven to be very popular-so much so that we’re having trouble staying in stock. Best practice is to update the BIOS first, the Thunderbolt driver second, and NVM firmware third. The BIOS updates will be under the ‘BIOS’ category, while the Thunderbolt 3 driver and NVM firmware updates will be located under the Chipset category. Please be sure to visit and use your Dell Service Tag to locate, download and install the latest updates for your system as a first troubleshooting step should you encounter any issues with our USB-C docking stations with a Dell system.
These include updates to the system BIOS, the Thunderbolt 3 driver as well as the Thunderbolt 3 NVM firmware. Several customers have confirmed that enabling 'Airplane Mode' is an effective workaroundĭell has released several updates for many of their Thunderbolt 3/USB-C systems, including the XPS 13 9350, XPS 15 9550, and Precision 5510. Our initial reports from customers indicate that even with the release of the latest updates from Dell applied there are still some cases where USB-C devices may not work as expected. Content originally created June 30th, 2016 by Bob Boerner Summaryīased on information gathered while helping Plugable customers along with feedback from Dell owners on public forums, it appears some percentage of Dell USB-C systems are exhibiting unstable USB data I/O over their USB-C port.
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