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bsander
Punch Card
Posts: 3
Registered: ‎02-22-2019
Location: US
Views: 1,334
Message 1 of 10

Lenovo Thunderbolt 3 Dock crashing with Thinkpad T480s

I recently received a ThinkPad T480s for my work PC and a Thunderbolt 3 Dock. I'm loving the laptop, but the dock is having some troubles. I'm worried either the dock is bad or worse, the laptop's Thunderbolt hardware is bad.

 

The dock will cut out and appear to crash on certain occasions. I'm still trying to experiment with the triggers. I'm not 100% sure, but it appears that while I'm using it everything works fine - so long as I keep the laptop awake. It's when the ThinkPad goes to sleep or I leave my desk for a long enough time that the screens will have appeared to drop out. Or after the laptop has gone to sleep and I wake it up, then a few minutes later the dock crashes.

 

For the most part the issue resolves itself once the dock power cycles and the displays come back up, but the last time this happened the screen was frozen and I had to do a hard shutdown of the laptop by holding the power button.

 

My dock is pretty heavily loaded. It has the following peripherals attached:

 

  • 2 DVI monitors with DVI to DisplayPort converterr connected to the dock
  • 1 VGA monitor
  • Ethernet connection
  • Keyboard USB
  • Mouse USB
  • Audio Out

All monitors plus the docking powersupply are connected to the same powerstrip.

 

The closest post resembling my issue is this one: https://forums.lenovo.com/t5/Displays-Options-and-Accessories/Thunderbolt-3-Dock-crashes-and-emits-c...

 

But it doesn't appear to have been fully solved.

 

I've updated the ThinkPad's Thunderbolt drivers and firmware, but I have not been able to update the Dock's firmware. I think the update tools require admistrative privileges and my work is a little strict about those kinds of things.

 

Has anyone had any similar experiences? Do you guys think I should get the dock and ThinkPad replaced? Any help is greatly appreciated.

 

Thanks

 

 

bsander
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Posts: 3
Registered: ‎02-22-2019
Location: US
Views: 1,220
Message 2 of 10

Re: Lenovo Thunderbolt 3 Dock crashing with Thinkpad T480s

I'm bumping this thread as I am unsatisfied that this has received no attention from folks at Lenovo.

 

Between my original post and today I have had the following take place.

 

1. I have had my entire system board replaced by a Lenovo technician.

2. I have had my laptop battery replaced by a Lenovo technician.

3. I have updated all drivers and Firmware to the highest available version I can find.

 

The issue still persists. The Thunderbolt 3 dock will crash and take ~30 seconds to come up again, sometimes resulting in my PC itself to crash as well.

 

Regarding (3), can somebody please explain to me why the hell the Firmware flashing tool for the dock is nearly impossible to find? I had to rely on this thread to find any kind of information.

 

https://forums.lenovo.com/t5/Displays-Options-and-Accessories/Thinkpad-Thunderbolt-3-dock-firmware-u...

 

At this point I am prepared to abandon Lenovo permanently as this has been one of the most frustrating experiences I have had to undergo involving any Laptop product.

Community SeniorMod
Community SeniorMod
Posts: 7,319
Registered: ‎01-13-2008
Location: US
Views: 1,212
Message 3 of 10

Re: Lenovo Thunderbolt 3 Dock crashing with Thinkpad T480s


@bsander wrote:

I'm bumping this thread as I am unsatisfied that this has received no attention from folks at Lenovo.

...

Regarding (3), can somebody please explain to me why the hell the Firmware flashing tool for the dock is nearly impossible to find? I had to rely on this thread to find any kind of information.

...

 

Hi,

 

I'm not "from Lenovo"  and I'm afraid I can't address your issue Smiley Sad  As a reminder, while  there is some Lenovo presence here, this is primarily a peer-to-peer venue.

 

For future reference, entering "Thunderbolt 3 Dock" in the search box at SUPPORT (above) brings up three possibilities.  I don't know which specific dock you have, but perhaps that's a place to find the firmware.

 

regards,

Z.


The large print: please read the Community Participation Rules before posting. Include as much information as possible: model, machine type, operating system, and a descriptive subject line. Do not include personal information: serial number, telephone number, email address, etc.


The fine print: I do not work for, nor do I speak for Lenovo. Unsolicited private messages will be ignored - questions and answers belong in the forum so that others may contribute and benefit. ... GeezBlog

 

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Lenovo Employee Rydeen
Lenovo Employee
Posts: 383
Registered: ‎03-03-2017
Location: JP
Views: 1,093
Message 4 of 10

Re: Lenovo Thunderbolt 3 Dock crashing with Thinkpad T480s

Dear customers,

I'd like you to follow the below steps to find the option product's document and software download site

 

1. Visit Lenovo Technical Support site

2. Type "Thunderbolt" to Search Support field, this site will display some cadidates and select "ThinkPad Thunderbolt 3 Dock"

3. When jump to "Thunderbolt 3 Dock" site, select "Drivers&Software" at the upper blue links area

4. You can find the "Product Firmware" entry and can download the dock firmware

 

You can find other options drivers&software by changing keyword at step 2.

Lenovo Employee Sunnyyi
Lenovo Employee
Posts: 62
Registered: ‎08-14-2018
Location: CN
Views: 1,090
Message 5 of 10

Re: Lenovo Thunderbolt 3 Dock crashing with Thinkpad T480s

Dear customer,

We are sorry about the trouble to you.

 

Firstly, let me double confirm which Thunderbolt 3 Dock you are using, from the link, i guess it's  40AC not 40AN, correct ?

 

Then, to answer your question, there is one driver link printed in the belly lable on the bottom cover of dock (www.lenovo.com/support/docks ). After you enter this URL in browser, it will redirect to Lenovo Dock Support page. and you can find the right dock by part number.

 

We will try to see if we can reproduce the crashing issue in our side , will come back to you later.

 

Sincerely yours.

Lenovo Employee Sunnyyi
Lenovo Employee
Posts: 62
Registered: ‎08-14-2018
Location: CN
Views: 1,014
Message 6 of 10

Re: Lenovo Thunderbolt 3 Dock crashing with Thinkpad T480s

Dear Customer,

We failed to reproduce this issue in our lab.

Could you help provide more detailed information for us ? Such as the picture of your dock PN, and a shot video of your failure symptom and setup environment .

 

Thank you in advance.

Digital_Dan
Paper Tape
Posts: 3
Registered: ‎08-14-2019
Location: US
Views: 465
Message 7 of 10

Re: Lenovo Thunderbolt 3 Dock crashing with Thinkpad T480s

I have a Thinkpad X380 Yoga, and the Lenovo Thuderbolt 3 Dock is crashing my laptop too. I just updated the driver with ThinkPadThunderbolt-3Dock_and_USB-CDock_driver_V10017 and updated the firmware of the dock with FW package: V1.0.0.20. I am hoping this works. I had previously stopped using the doc due to the crashing, and just now tried to use it again.

20190814_204024.png20190814_204220.png

Digital_Dan
Paper Tape
Posts: 3
Registered: ‎08-14-2019
Location: US
Views: 464
Message 8 of 10

Re: Lenovo Thunderbolt 3 Dock crashing with Thinkpad T480s

I am also seeing these errors in the System Log:

- <System>
  <Provider Name="Microsoft-Windows-Kernel-EventTracing" Guid="{B675EC37-BDB6-4648-BC92-F3FDC74D3CA2}" />
  <EventID>2</EventID>
  <Version>0</Version>
  <Level>2</Level>
  <Task>2</Task>
  <Opcode>12</Opcode>
  <Keywords>0x8000000000000010</Keywords>
  <TimeCreated SystemTime="2019-08-14T03:52:09.462956100Z" />
  <EventRecordID>183</EventRecordID>
  <Correlation />
  <Execution ProcessID="20952" ThreadID="1824" />
  <Channel>Microsoft-Windows-Kernel-EventTracing/Admin</Channel>
  <Computer>LAPTOP-8HT3JECF</Computer>
  <Security UserID="S-1-5-21-820722320-3501810355-478984-1001" />
  </System>
- <EventData>
  <Data Name="SessionName">RtcPalVideoEtwSession</Data>
  <Data Name="FileName" />
  <Data Name="ErrorCode">3221225506</Data>
  <Data Name="LoggingMode">4194306</Data>
  </EventData>
  </Event>
Digital_Dan
Paper Tape
Posts: 3
Registered: ‎08-14-2019
Location: US
Views: 462
Message 9 of 10

Re: Lenovo Thunderbolt 3 Dock crashing with Thinkpad T480s

The laptop is still crashing

Lenovo Employee Sunnyyi
Lenovo Employee
Posts: 62
Registered: ‎08-14-2018
Location: CN
Views: 445
Message 10 of 10

Re: Lenovo Thunderbolt 3 Dock crashing with Thinkpad T480s

Dear Customer,

We are sorry for the trouble.

Could you let me know the failure symptom and frequency in your side ? and, what are the devices that you attached to the Dock?

 

 

We will try to reproduce it in our side.

 

Sincerely yours.

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