Dock not recognizing 3rd monitor (MSI Raider GE76 11UE)

[JamesCH]

My dock has stopped recognizing the third monitor when using my MSI Raider GE76 11UE. When I first purchased the dock all three monitors worked fine.

I have a Dell laptop I use for work and all three monitors work fine.

[Joshua_H]

Hello James,

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

Since the Dell is still working fine this at least lets us know the dock hardware should be functional. One thing I want to check is if you’re using the same USB-C to USB-C cable for both systems, or if you’re using two different cables?

I ask because not all C cables are not capable of supporting the dock for all three displays, and sometimes we’ll see users purchase a second cable for the second computer which may not be compatible. If you are using the same cable for both systems then this is likely a driver or firmware related issue on the MSI that we’ll need to take a closer look at.

We have a troubleshooting tool that helps us find out what is going on in situations like this. If able, please plug the dock with your monitors attached to it into your MSI computer (using the provided USB-C to USB-C cable the dock shipped with), then go to this page and follow the instructions there:
http://plugable.com/support/plugdebug

When emailing us the results to support@plugable.com please mention ticket 397255 in the subject line. Please don’t post the diagnostics here!

I can then take a look and hopefully offer some suggestions for how to best proceed.

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

Thanks again for contacting Plugable support and best wishes!

Joshua Henry
Senior Engineer | Product Owner
Plugable Technologies

[JamesCH]

I’ve emailed the results along. Thanks!

[Joshua_H]

Hello James!

Thanks for sending those diagnostics over. Looking at the diagnostics the dock is not connecting at the full USB speed that it should be to the host system, it’s currently being limited to USB 2.0 speeds only which will cause problems for the dock.

Are you able to tell if you’re still using the original USB-C to USB-C cable the dock shipped with? (black, 1m long, rated for 10Gbps)

If this were swapped out for a different C cable, that’s the most likely cause for the dock to no longer be connecting at the full rate. If you are still using our provided cable then it’s possible the cable may be defective somehow, although this is not common.

Best,
Josh