Dell Dual Charge Dock User Guide

PDF

Symptoms and solutions

Table 1. Symptoms and solutionsThis table details the various symptoms and solutions to troubleshoot the docking station.
Symptoms	Suggested solutions
1. No video on the monitors attached to the High Definition Multimedia Interface (HDMI), or DisplayPort (DP) port on the docking station	Ensure that the latest BIOS and drivers for your computer and the docking station are installed on your computer. Ensure your computer is connected to the docking station securely. Try to disconnect and reconnect the docking station to the notebook computer. Disconnect both ends of the video cable and check for damaged/bent pins. Securely reconnect the cable to the monitor and docking station. Ensure the video cable (HDMI, or DisplayPort) is connected properly to the monitor and the docking station. Ensure to select the correct video source on your monitor (refer to your monitor’s documentation for more information about changing the video source). Check the resolution settings on your computer. Your monitor may support higher resolutions than what the docking station is able to support. Please see the Display Resolution Table for more information about maximum resolution capacity. If your monitor is connected to the docking station, the video output on your computer may be disabled. You can enable the video output using the Intel Graphics Control Panel or refer to the User Guide of your computer. If only one monitor is shown, while the other is not, go to Windows Display Properties, and under Multiple Displays, select the output for the second monitor. Using Intel graphics and using the system LCD, only two displays can be supported. For Nvidia or AMD discrete graphics, the dock supports three external displays plus the system LCD. Try with a different monitor and cable that is known to be good, if possible.
2. The video on the attached monitor is distorted or flickering	Reset the monitor to Factory Defaults. Refer to the User Guide of your monitor for more information about how to reset the monitor to factory defaults. Ensure that the video cable (HDMI or DisplayPort) is connected securely to the monitor and the docking station. Disconnect and reconnect the monitor(s) from the docking station. First power off the docking station by disconnecting the Type-C cable and then removing the power adapter from the dock. Then, power on the docking station by connecting power adapter to the dock before connecting the Type-C cable to your computer. Disconnect the dock and reboot the system if, the above steps do not work.
3. The video on the attached monitor is not displaying as an Extended Monitor	Ensure that the Intel HD Graphics driver is installed in the Windows Device Manager. Ensure that the Nvidia or AMD Graphics driver is installed in the Windows Device Manager. Open the Windows Display Properties and go to Multiple Displays control to set the display to the extended mode.
4. The USB ports are not functioning on the docking station	Ensure that the latest BIOS and drivers for your computer and the docking station are installed. If your BIOS Setup has a USB Enabled/Disabled option, ensure it is set to Enabled. Verify if the device is detected in Windows Device Manager and that the correct device drivers are installed. Ensure that the docking station is connected securely to the notebook computer. Try to disconnect and reconnect the docking station to the computer. Check the USB ports. Try plugging the USB device into another port. First power off the docking station by disconnecting the Type-C cable and then removing the power adapter from the dock. Then, power on the docking station by connecting the power adapter to the dock before connecting the Type-C cable to your computer.
5. The High-Bandwidth Digital Content Protection (HDCP) content is not displayed on the attached monitor	Dell Dock supports HDCP upto HDCP 2.2. NOTE:User's monitor/display must support HDCP 2.2
6. The LAN port is not functioning	Ensure that the latest BIOS and drivers for your computer and the docking station are installed on your computer. Ensure that the Ethernet Controller driver is installed in the Windows Device Manager. If your BIOS Setup has a LAN/GBE Enabled/Disabled option, ensure it is set to Enabled Ensure that the Ethernet cable is connected securely on the docking station and the hub/router/firewall. Check the status LED of the Ethernet cable to confirm connectivity. Reconnect both ends of the Ethernet cable if the LED is not lit. First power off the docking station by disconnecting the Type-C cable and then removing the power adapter from the dock. Then, power on the docking station by connecting the power adapter to the dock before connecting the Type-C cable to your computer.
7. USB port has no function in a pre-OS environment	Check the BIOS > Integrated Devices for USB Configuration options, and ensure the following options are checked: 1. Enable USB Boot Support 2. Enable External USB Port
8. PXE boot on dock does not function	Check the BIOS > System Management for integrated NIC options, and select Enabled w/PXE. If your BIOS Setup on your computer has a USB Configuration page, please ensure the following options are checked: 1. Enable USB Boot Support
9. USB Boot does not function	If your BIOS has a USB Configuration page, please ensure the following options are checked: 1. Enable USB Boot Support 2. Enable External USB Port
10. AC Adapter is displayed as “Not Installed” in the Battery Information page of the Dell BIOS Setup when the Type-C cable is connected	Ensure the dock is connected properly to its own adapter (130 W). Disconnect and reconnect the dock's power adapter. Disconnect and then reconnect the Type-C cable to your computer.
11. Peripherals connected to the docking station do not work in a pre-OS environment	If the BIOS Setup on your computer has a USB Configuration page, check the following options to enable docking station function in a pre-OS environment: Enable External USB Port
12. Alert message “You have attached an undersized power adapter to your system or Undersized adapter” is displayed when the docking station is connected to your computer	Ensure the docking station is connected properly to its own power adapter. Computers that require more than 90 W power input must also be connected to their own power adapter for charging and optimal performance.
13. Undersized power adapter warning message displayed	Ensure the dock is connected properly to its own adapter (130 W). Disconnect and reconnect the dock's power adapter. Disconnect and then reconnect the Type-C cable to your computer.
14. No external display. Dock's USB ports are not responding	The docking connector has disconnected from the system's USB ports. Please reconnect the docking connector. Undock and reboot the system if the above steps do not work.
15. With Ubuntu 18.04 LTS, WIFI will be turned off when the docking station is connected to the system and the WIFI turns On again after rebooting the system.	Please uncheck the option Control WLAN radio in BIOS. Option is available in - Settings -> Power Management -> Wireless Radio Control
16. When the dock has no power	Disconnect USB Type-C from the system and the dock's power adapter. Reconnect the dock's AC adapter. Check if the dock LED is on.
17. When the dock is not working even when BIOS, firmware and drivers are up to date.	Reconnect the dock's AC adapter Restart the dock Attempt flashing the firmware on the dock. Check if the power LEDs on the dock are functional.
18. Wireless charging does not work	Ensure that your device supports wireless charging. Reconnect the dock's AC adapter. Restart the dock. Check if the wireless device is placed properly on the charging pad of the dock. Check if the power LEDs on the dock are functional.
19. Qi charging LED flashes amber	This LED blinks amber when the dock detects an abnormal charging status such as FOD (Foreign Object Detection) or OTP (Over Temperature Protection). FOD (Foreign Object Detection): Check if there are any metal objects in between the charging pad and the mobile device. Check if the error goes away after removing the phone case. It is also not recommended to use thick phone cases, metal finished cases, battery cases, coins or bank cards placed inside the phone cover etc. when charging your device. Once cleared, the LED should switch back to solid white indicating that the device is charging. OTP (Over Temperature Protection): Check if the mobile device is heating up. Take the phone off the charging pad and place it away to let it cool down. Once cooled sufficiently, please the phone on the charging pad and observe the LED. The LED should switch back to a steady white indicating that the device is charging.
20. Device placed on wireless charging pad is charging slower than usual	If the battery on the charging device gets too warm, the device might limit the wireless charging speed. However, it should start charging normally once the temperature drops: Check if the device is overheating. Remove the device from the charging pad and allow it to cool down. Move the dock and the device to a cooler location.
21. Device placed on the wireless charging pad charges intermittently	The dock has a 3-coil design to support different size devices. Also, the dock only supports wireless charging on one device at a time: Find the position that works best for your device. Refer to Orientations supported for wireless charging. Check if the Qi charging LED stays on after the device is placed on the charging pad to confirm.