Dell Precision 7550 and 7750 System BIOS - 1.24.0 Breaks Docking Station USB C

@ShanePitman​ I can't find your case.

Have you started the chat via Get Help Now? 

@DELL- Nat M​ 

Nat,

I posted previously in this thread but I will update where we are.

Late last week, after going around and around with different Dell agents, I finally got a hold of someone through ProSupport.  I created a case through them (I was advised not to post the case number on the Dell Community sites) and they have been in contact with me through email for the last few days.  Here is the basic info:

* As others have stated, Dell is FINALLY aware of the issue and is working on it.

* Also as others have posted -- you CANNOT downgrade to any previous BIOS.  Dell themselves said that they remove that functionality in some BIOS releases if it contains critical security updates (that is the case with 1.24.0).

* Basically the dual Thunderbolt functionality is broken in this BIOS.  Because of this the dock is only passing minimal power to the laptop.  This causes the "low power" error message as well as needing to supply "extra" power with an additional power supply plugged directly into the laptop.  It also means the laptop is not passing full video info back to the dock, so it affects the video ports on the dock (and therefore causes problems with additional displays).

* They next told me they would allow me to test a Beta version of the next BIOS once it is ready.  Why would I want to do that?  Their "tested" releases constantly break my system so why would I want to take an even greater chance with an untested Beta version?!?!

* They finally stated that a Beta version would take a few weeks, and after thorough testing the new BIOS version would be released.  At that time they estimated closer to the end of September.

So they now have tens of thousands of users, both personal and business, who can't use the docks correctly, can't revert to a previous (somewhat-working) BIOS, and can't seem to get any urgent support.  I may be over-simplifying but it seems like the only thing this BIOS broke was the Thunderbolt functionality.  That should involve much less of the code that would need to be scrubbed to see what changed between 1.23.1 and 1.24.0.

Sorry for the long post - some of it is ranting - but really it's just to try to help Dell solve their own problem so that the rest of us can actually use the hardware we paid for.

P.S. -- so here's another interesting Dell querk.  No matter how I try to format my posts above with fonts, spacing, etc. this forum strips all the formatting and posts this all as 1 continuous paragraph.  Sorry for the people trying to read it but just another Dell oversight ....

@ShanePitman @klunksd 

Would you mind sharing your case number via private message?

Hi all,

I appreciate your efforts. I'm trying my best to push for updates for you, so bare with me please.

Everything that you post here is being shared with the L3s, so rest assure that they are looking into it.

I'm now trying to understand if it's possible to downgrade or not. As I need to give you all the correct information.

I received the update that is possible to downgrade as exception.

But for this you need to contact the support using Get Help Now so we can send a message to the agent on how to proceed in this specific scenario.

The icon is on the bottom right corner of this page and looks like this:

@DELL- Nat M​ I would, but in the continuation of the Dell Hell, when I click on the Private Message button on your profile page, it takes me to a 404 page. You can't make this stuff up....

@ShanePitman​ You are lucky to have that Get Help Now button.  I don't.

@ShanePitman,@JhSpear​ 

Yep - same here.  I was able to chat with Nat for a few sentences and gave her my case number but she said she couldn't find it in the system (even though other Dell support folks have been emailing me).  But after a few minutes the DM closed and went to 404.

Also I do not have the GHN button either ...

I apologize for the issues while using the forum. We are trying our best to fix everything in time, so please let me know if you are facing any other issue so I can report back to the dev team.

@JhSpear You don't see it?

Here?

@ShanePitman I was able to find the case after a while, but it's private, so I cannot view or add any notes. I think it's because of the ProSupport entitlement.

But I did submit your case number to the L3 in charge of community issues. I'm waiting for new updates.

@DELL- Nat M​ Is there actually a way of downgrading the bios? I seeked individual help as you directed but only got normal (1.23.1 bios exe and USB update) procedures which we already know doesn't work.

@DELL- Nat M​ Hello Nat, no, no red button.

@philipSSS​ I was told by the L3 that it's possible as exception. For that you need to contact support and let me know the case number so I can ask the L3 to add a note to your case about the downgrade.

I understand that the process is not ideal, but it's the only option we have as you all know the agents are not allowed to recommend a downgrade. But since the new BIOS will take at least 20 ~30 days to be released, we can try to ask for an exception and see if that will work.

@JhSpear​ thank you for letting me know, I just informed the dev team about this issue. 

Can you let me know if you can see the chat here?

https://www.dell.com/community/en/topics/precision-mobile-workstations

If so, you can use this page to start a chat with a support agent and inform me about the case number so we can try that exception. 

@DELL- Nat M​ Here's my case number, since trying to Private Message you only yields a 404 page.

case number <Private info removed>

@ShanePitman​ Got that, thank you