Failure to 'see' external monitors

[GeezingDad]

I have a new Dell Pro Max 14 Premium laptop (TB5 compatible) and the UDT3 hub attempting to drive an Innocn 40C1U in landscape and a S2721QS in portrait. My daily routine is to fire up the laptop and close the lid during boot up, then use the computer off and on all day without issue.

CURRENT ISSUE: Coming back from a week away with my laptop operating with no external monitors, the laptop does not see either external monitor, even after rebooting the laptop and then unplugging the hub and plugging it back in.

Issues that have been occurring very rarely:

1. When waking from sleep state, the portrait monitor only recognized as generic FHD capable. To date only fixable by rebooting the laptop.
2. When starting the laptop, it does not see the portrait monitor at all.

Fluff background: I happily used a TBT3-UDZ for several years driving two 27” (3840 res) monitors and only upgraded to this hub because I got the 40” Innocn. Unfortunately, I then chose to also upgrade my laptop for the TB5 capability, so I have 3 relatively new points of failure to troubleshoot. My gut says its the hub, as the Innocn has been flawless when I take the hub out of the equation and go to single-monitor and the laptop also flawless when disconnected or directly attached to only one monitor.

I have previously unplugged the hub and everything connected to it for over a minute then reconnected everything.

Every port is used in the back (webcam, USB light, both monitors TB5, ethernet and power) and speakers are plugged into the front, as is a USD keyboard/mouse dongle.

Thanks in advance for any troubleshooting assistance!

[Evan_K]

Hello GeezingDad,

Thank you for reaching out on the forums! I am sorry to hear that you are running into issues with your TBT-UDT3, but I would be happy to help diagnose the issue here.

First, can you confirm that you are trying to connect to your laptop using the included Thunderbolt cable that came with your dock? We’ve seen issues arise when a third party cable is used.

Next, I’d like to request some logs from your device using our PlugDebug diagnostics tool. With everything still attached to the dock (even if it appears to not be working) please follow the instructions on our PlugDebug page and send the ZIP file back to us at support@plugable.com.

In the subject of your direct email, please reference case 493951 which will allow us to match things up and then provide the next steps.

Apologies for the extra steps in the process, and thank you for giving us the chance to help!

Best wishes,

Evan
Plugable Technologies
www.plugable.com/support