Display using 4K HDMI output goes blank every few minutes on USB-C dock

[dminard]

Hi, I have 2 new Asus 4k monitors and a new USB-C Dual 4K docking station connected to my Thinkpad Carbon X1 laptop. Both screens go blank/black intermittently and then come back on in a few seconds - happens a lot if running an MS Teams call. Seems similar to Display using 4K HDMI output goes blank every few minutes on USB-C dock. I didn’t have this problem when previously using a 2K Targus connected to lower-res monitors.

Any advice on how to diagnose?

[Plugable_Sean]

Hello,

Thanks for reaching out to us for assistance! I’m sorry to hear that your Plugable product is no longer working as expected, and I will be happy to assist you with this.

Our first troubleshooting step would be to run through the DisplayLink Driver Cleaner Steps → https://kb.plugable.com/docking-stations-and-video/373346-my-displaylink-based-dock-or-adapter-is-not-working

If this does not resolve the problem, I would then ask for you to run our PlugDebug diagnostic tool. If you do run the PlugDebug diagnostic tool please send the generated ZIP file to our support email → support@plugable.comand reference ticket #381617.

If you do so please keep all devices connected to the Plugable product that you normally would (even if they are not working!). Once PlugDebug has finished there will be a newly exported file located on your desktop, please attach that file in your next reply to this ticket. In order to run PlugDebug please follow our step by step instructions located here → https://plugable.com/pages/plugdebug

Once more we apologize for the trouble.

Sean // Plugable Support // Plugable.com/Support