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Precision 7730, TB18DC, 3rd monitor not working
I've had ongoing issues with the TB18DC dock and my 7730. I've accepted that the TB18DC is an expensive, flaky product. Typically when I run into issues, I have to power everything off, reboot the 7730 and plug every peripheral back into the TB18DC one at a time, while doing a rain dance and hope that the Dell Gods are appeased by my piety and allow everything to work again.
But today I can't get things working again. My third monitor (i.e. 7730 + 2 external monitors) which was working this morning no longer works. I've gone through all the usual steps (including the rain dance) but although Windows Display Settings shows the monitor when it's plugged in (and removes it when it's not plugged in), that monitor is dimmed and I can't access or change an settings on it.
If I unplug the second monitor (which is working), THEN the third monitor works, so I know that the third monitor is functional. But as soon as I plug the second monitor back in, the third goes back into zombie state.
Everything was working this morning. A couple of hours later, it doesn't work. As part of the troubleshooting, I've updated all of the 7730 firmware and drivers and ensured that the TB18DC firmware is up to date as well.
Any ideas?
pcox_3921
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January 4th, 2021 04:00
To all interested parties:
The Dell support team has successfully resolved the issue with the Precision 7730 system losing connections (USB/Network/Audio/Video) with the TB18DC docking station. The support team escalated the issue and involved the engineering group to investigate the issue and determine the root cause. Per the recommendations of the engineering group, the support team arranged an on site service call to replace the 7730 palm rest with an updated unit.
I will let the support team provide details as necessary.
Overall, I am extremely pleased with how the Dell support team managed this case. The communications were clear, concise and regular. The different support team representatives were thorough and followed up on all items until they were closed out. Although the support case was open for a fair bit of time, the support team were very diligent in working with me to resolve the problem.
All in all, a very successful example on how to provide support to a customer until the issue is resolved.
Best regards and have a safe and prosperous new year
Pat
DELL-Cares
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August 31st, 2020 15:00
Thank you! We have received the required details. We will work towards a resolution. You may also receive assistance or suggestions from the community members as well.
pcox_3921
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October 7th, 2020 07:00
I have similar issues with the TB18DC. Dell has replaced unit (TB18DC) 3 times and still not resolved the issue. System is current with all Dell updates and patches. I lose dock USB connections first, followed by audio, followed by network and finally video. Dock peripherals seem to gradually "get lost" when laptop system is under heavy loading (3D render with CPU running 75-80% capacity and GPU (nVidia P3200) at 100% loading). cable from dock to M7730 is warm to the touch, so I am thinking that the dock internal PSU cannot handle the loading.
the best that I can recommend is to do a clean un-install/remove the dock drivers and re-install. I have had some luck with this process.
No luck in getting Dell to acknowledge an issue with the dock. Maybe we can turn the dock into a skeet target and shoot it out of the air.
pcox_3921
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November 19th, 2020 06:00
Dell community support has been working with me to resolve the issue. No solution so far, but the issue has been reportedly upgraded to Level 3 support. I have provided HW64info data logs with configuration, AIDA64 Extreme audit report as well as installed applications report. 7730 BIOS updated to version 1.14.4. TB18DC reports all firmware as current (DellDockingStation FwUp_1.10.10_TB18_20200210.exe).
Dell community support has been proactive in providing updates and recommendations. I will add updates as things progress
DELL-Cares
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November 21st, 2020 16:00
Hi,
Considering weekend we don't have an update yet. Nevertheless, we will keep you updated as and when we have an update from our internal team.
DELL-Cares
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November 23rd, 2020 16:00
Hi,
We are sorry that it is taking more time than we expected. Rest assured, our team is still looking into your case and I will definitely notify you once I have an update.