HDMI 1 is not working

USB Docking Stations UD-3900PDZ
1

I am using three Acer CB2 series monitors with an Asus Vivobook X17. I installed the driver and followed the instructions and when completed HDMI port 1 will not work. (All three monitors are connected with the suppied HDMI cables) I have restarted the dock, computer and ran the cleaner and reinstalled the driver to no avail. Not sure what I should try next.

2

Hi Pat,

Thank you for contacting us, I am sorry this is not working as expected and I am happy to help!

The “HDMI 1” port on the UD-3900PDZ docking station relies on USB Type-C DisplayPort Alternate Mode, an optional USB Type-C port feature which directly connects the computer’s graphics controller to the USB Type-C port. This also requires connecting the docking station directly to the computer using the original USB Type-C data cable included with the docking station.

I recommend we start by getting some additional details from the system as ASUS appears to have multiple configurations of the VivoBook X17:

  1. Open the Start Menu and search for “msinfo32” and launch the first search result
  2. Please let me know the values from the following entries ( on the right column ):
    a) “System Model”
    b) “System SKU”
  3. Please feel free to attach a screenshot of this window to your reply email if you prefer by using the Windows Snipping Tool ( from the Start Menu search for “Snipping” ) and I can get the details from there

I will look up the specifications from ASUS to determine if this computer supports USB Type-C DisplayPort Alternate Mode video output.

I also recommend we verify the docking station is connected directly to the computer using the original USB Type-C data cable provided with the docking station, this cable is about 3ft long, black, with black plastic molded ends. Each molded end has two small holes about 3/4 of the way from the USB Type-C connection to the strain relief, pictured below to help identify the cable:

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Thank you for these additional details, I look forward to your reply email and we can proceed from here.

Pat
Plugable Technology
support@plugable.com