4k port Intermittently fails to wake from sleep


#1

We love this dock! Have it deployed to 30-40 workstations in our environment. One persistent issue we have had however has been waking from sleep the 4k port consistently fails to wake. Everything works fine after we power cycle the dock. However, this issue is annoying to our users. We have updated to latest version of drivers to no effect. Systems never go into hibernation just sleep mode.

Monitor model varies but primarily acer and asus for manufacturer.
Laptop model is Dell 5580

Any suggestions?


#2

Hello Jared,

Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.

We have a troubleshooting tool that helps us find out what is going on in situations like this. Please plug the dock into a 5580 system exhibiting this issue, then go to this page and follow the instructions there:

http://plugable.com/support/plugdebug

Typically this kind of issue with USB-C Alternate Mode output and the 4K port not working upon wake, etc. Often it can be resolved via driver updates, so once I can see the diagnostic results I should hopefully be able to make a recommendation.

Please don’t hesitate to let us know of other questions.

Thanks again for contacting Plugable support and best wishes!

Joshua Henry

Senior Engineer
Plugable Technologies


http://plugable.com | http://performance.plugable.com/