Hi,
I’ve recently purchased the USB-C triple display dock for my HP elitebook x360 1030 G2, connected via its USB-C port.
I have two Dell Ultrasharp 2417 monitors attached, both using the HDMI outputs from the dock. Every 3-6 minutes, the monitor attached to the 4K output goes blank. The notebook screen also momentarily goes blank, but I assume that’s a secondary reaction because the 4K monitor disappears from the configuration and the OS is recalibrating.
I’ve swapped cables, and the blanking switches to the other monitor, so it’s not the monitor or cable. I’ve rebooted, have the latest drivers, etc. Open to suggestions because it’s hard to work with two thirds of your screen real estate disappearing on you :-|.
Thanks,
Sean
Hi Sean,
Thank you so much for reaching out to us, I am sorry to hear that you are running into this issue, but I would be more than happy to assist!
Just to make sure I have all of the right information, are you utilizing the UD-ULTCDL docking station or the UD-ULTC4K? Would it be possible to obtain the Amazon Order ID Number associated with your purchase?
Also, when connecting the dock to your system, are you utilizing the original USB-
C to USB-C cable that came with the dock? Does the same issue occur if no other devices are connected to the dock aside from the displays?
Thank you for your patience,
Marc
Product Owner & Technical Support
www.plugable.com/support
Hi Everyone,
We attempted to reach out to Sean to gather some additional information regarding the issue they were experiencing, but we have not received a response back.
If Sean would like to continue troubleshooting, or anyone else is experiencing the same issue, please feel free to reach out to us directly at support@plugable.com.
Thank you for your time,
Marc
Product Owner & Technical Support
www.plugable.com/support
Hi Marc,
Sorry I fell off the radar! I hooked up a VDI to HDMI cable as a workaround, then saw something shiny and never came back to it :-}.
Let me see if I can beat on it a little tonight…
Sean
Hi Sean,
No problem! If you get a chance, please feel free to reach out to us directly at support@plugable.com, with “Ticket no. 231407” in the subject line, and we can work on some of the next steps to help resolve the issue.
Thank you for your time,
Marc
Product Owner & Technical Support
www.plugable.com/support
Marc & all,
I’ve updated a few drivers and the problem isn’t occurring as frequently, but it is still occurring. This is an HP elitebook x360 (touchscreen 2:1) with an Intel HD Graphics 620 display adapter, updated to the latest version (23.20.16.5018). Looking at the Intel control panel, it doesn’t even have capabilities for 3 displays (two external and one builtin), though otherwise it seems to function.
I’ll run this configuration for a while and time how long it lasts before the issue occurs. I’ve not found anything in the event logs unfortunately.
It happens about every 5 minutes, and the display doesn’t seem to disappear from the OS viewpoint - just blanks out, then the mouse freezes momentarily and the notebook display disappears momentarily…then it comes back. This probably doesn’t help you, but at least I’ve written it down :).
Hi Sean,
Thank you so much for responding! I think now we may need to review some of the specific log files on your system that our PlugDebug application will gather.
Please keep everything connected and send us the output of our diagnostic utility PlugDebug –> http://plugable.com/support/plugdebug as this will allow us to examine some log files from your system to help determine the next steps. Please send the .zip file that will be created to support@plugable.com, and include “Ticket no. 231407” so we can keep all of your information together!
Thank you for your time,
Marc
Product Owner & Technical Support
www.plugable.com/support
Marc,
I will be on vacation for two weeks, but I’ve set a reminder to pop up then and I’ll do this.
Regards,
Sean
Hi Sean,
Thanks so much! Take your time, just let us know when you are available, and we can help assist in trying to resolve the issue. I will close the thread for now, and look forward to your emails in the future.
Thank you for your time,
Marc
Product Owner & Technical Support
www.plugable.com/support