WD19S Docking Station Audio Cutoff

I heard back and it should help for WD19S. If still having this issue, please open a ticket with our team. To do so, please click on "Get Help Now" on the bottom right of the screen.

The link to do this should look like this:

I can confirm that the Dell Thunderbolt Dock – WD22TB4 also has the same defect as described above. This unit was purchased in August 2023.

@jay_jay_jay​ Thank you for sharing this, I will get this shared with the team too. Also, can you let me know if the Audio ports on the system can be used as a workaround? I know this isn't ideal, but just wanted to relay this as well. 

@cubone​ Fixed this, sorry for missing this part of your message initially on suggestion.

Can you let us know if any Headsets perform differently/what model is in use? The team is still testing on their end, but this was something that we were curious on. 

@Dell-Brad L​ If you read through this entire thread you can see several different models of headsets cited.

@Dell-Brad L​ I have the exact same issue and the headsets used are either Plantronics Blackwire 3220 or Dell Pro Stereo Headset UC150. Laptop is a Dell Latitude 5430 connected to a Dell WD19 dock

I will share these with the team. Thanks for the update.

I'm experiencing the same issue with Dell XPS 15, WD19s dock, and it occurs with two different headsets:

1. Sennheiser SC60 over USB-A
2. Sennheiser SC135 over USB-C

I will open a chat with tech support as suggested by Nat.  Thank you.

edit:  the same issue occurs with two different WD19s docks purchased around the same time.

@Dell-Brad L​ 

We've now confirmed the issue is affecting the following combinations of Dell docking stations, laptops, and USB headsets:

Dell Docks:

WDS19

HD22Q

DA310

Dell Laptops (2022 and newer):

Latitude

XPS

USB Headsets:

Dell WH3022

Logitech H390

@Neoitech​ Thank you for confirming this. I will make sure to share this with the team. 

@Neoitech​ Sending you email really quick! 

@DELL- Nat M​ @Dell-Brad L 

I followed the instructions above and clicked on the "Get Help Now" button. That opened a chat for me that lasted about 90 minutes. I've been asked now to check back and have another chat in 24 hours since the issue is being "raised" to the "senior team". As of now there is no provided solution.

I just wanted to update everyone what my experience was and compare notes on any progress others might have made with this same issue.

I've also went through this thread and compiled a list of what devices have experienced this defect in case you find it useful or want to add more items to the list.

Thanks,
Jay

=================Devices Tested=================

Docking Station
WD19S
WD22

Laptops
Latitude 7420
Latitude 7530
XPS 13 7390
Precision 3571
XPS 15
XPS 13 9320
Precision 5570
Precision 5540
XPS 9710
Latitude 5430

Headsets
Plantronics Blackwire C320-M
Logitech USB H540
Poly-C5220
Sennheiser SC 660
Plantronics Voyager
Plantronics Savi
Jabras (various models)
Plantronics P610
Creative Pebble USB
Logitech H570e
Plantronics Blackwire 3220
Dell Pro Stereo Headset UC150
Sennheiser SC60 USB-A
Sennheiser SC135 USB-C
Dell WH3022
Logitech H390

Its not just the docks, but the monitors also. We got user who is connected with Latitude 7420 into DELL UltraSharp U2723QE 27'' (working as dock) with Plantronics BLACKWIRE 3220. Audio cuts off randomly on teams call when headphones are connected into monitor, when connected directly into notebook it work without problems.

I have contacted dell support on ticket #22431061, sent generated logs, serial numbers, models on laptops but i feel like everyday i am talking to different person and they are asking me irrelevant things.

We are curently trying dock from another manufacturer with dell laptops.. the problem has not occured yet

I have the same issue,

Latitude 7420

WD19 dock

Plantronics Blackwire 3225

Interestingly the headphones are not even detected on the laptop USB port, which works for other devices. I'm constantly plugging and unplugging my headphones during a meeting. very irritating.