General setup issues

[123321]

Im not a tech guy (want to start off with that)
Systems
MacBook M3 - Sonoma 14.5
3x Acer ED246y monitors
plugable - UD - ULTCDL

Only 2 of the monitors turn on when I connect everything and I am unable to move the mouse between the 2 active ones.

Please advise (I have ordered another Plugable incase the dock I have is not functioning correctly due to the one monitor not working)

Thank you

[adi]

Hi there,

Welcome to the community! I’m sorry that your UD-ULTCDL docking station isn’t working as expected, and I’d be happy to help.

Given the information you have provided, the UD-ULTCDL should work with the hardware you have listed, assuming we have the latest DisplayLink Manager application installed and you are using the included USB-C cable. If you have all three Acer displays connected and only one isn’t working, it sounds like the issues are likely related to the Alt Mode connection (HDMI 1), but I would need your confirmation.

Also, the fact that you cannot move the mouse over to the connected displays indicates that your display topology might need adjusting, which you can confirm and adjust within the macOS Displays settings by clicking Arrange.

Image for reference below

Please follow the instructions below to contact us directly. This additional information will be helpful in continuing troubleshooting.

Can you please email our direct support email address ( support@plugable.com) with “For ticket # 440983” in the subject line? In the email, please include the following information:

• Please provide the Amazon Order ID number for your Plugable product purchase.
  For your reference, an Amazon Order ID number has seventeen digits (separated by two dashes), and typically that information can be found here → https://amazon.com/orders
• Can you please keep the UD-3900C4 connected to your computer (even if it is not working as expected) and send us the output of our diagnostic utility PlugDebug? → https://plugable.com/pages/plugdebug 1

This will allow me to examine log files from your computer and help determine the next steps.

Please do not post the above information here in our public forum (it contains personally identifiable information)

If you have any questions, please don’t hesitate to let me know.

Thank you,

Adi
Plugable Technologies