Hi- I just bought a HP Spectre x360 11th gen (tigerlake 13-aw2004nr) upgrade to the f11 rev A bios. Unfortunately the upper displayport on the dock does not support a monitor. The lower displayport does function when plugged in. I’ve tried 4 separate displayport cables (2 of them new out of the packaging) in the 2 sockets, and consistently it’s the upper port that is malfunctioning. I’ve tried rebooting and unplugging/replugging and occasionally the upper displayport will light up but not at the full native resolution (1920x1200). I’m using 2 Dell U2412m monitors through the displayport connector.
I’ve also tried uninstalling the displayport install software, used the cleaning sw, but to no avail. Any help would be appreciated as this dock is perfect for what I want- if it just worked.
Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.
We’ve seen a few issues like this on some of the newer systems with 11th Gen CPUs and Intel’s newest Iris Xe graphics. I suspect the dock isn’t defective, but is likely hitting some compatibility problems. I’d like to get a closer look at your system and see if anything stands out.
We have a troubleshooting tool that helps us find out what is going on in situations like this. Please plug the dock with your devices attached to it into your computer, then go to this page and follow the instructions there:
“I’ve also tried uninstalling the displayport install software, used the cleaning sw, but to no avail.”
This dock does not utilize DisplayLink USB graphics technology and does not require this software for the video outputs to function. I would remove it since it’s not needed in this case!
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
Thank you for emailing! I can confirm I’ve received the email with the diagnostics. I will take a look and I will report back directly via email with any suggestions.
I’m having the same problem with a Samsung Galaxy Book Pro 360. Only one of my monitors works. Swapping the ports just to test confirms. I put an HDMI cable in the second monitor and connected through the USB-C port with an adapter so confirms there is something going on with the dock and the new machine. I have a 10th Gen laptop that doesn’t exhibit the same behavior. I have run diags and am happy to share the results.
