Incompatible device was attached to your dockport

Thunderbolt TBT3-UDZ
1

Hello,

I am getting the following BIOS error on startup with the TBT3-UDZ plugged into the Thunderbolt port:
“an incompatible device was attached to your dockport”

Plugable Model: TBT3-UDZ
Dell Model: Inspiron 16 5620
Operating System: Microsoft Windows 11 Pro
Processor: 12th Gen Intel(R) Core™ i7-1255U

I am assuming because of this, the power cuts from time to time.

2

Hello Tim,

Thank you for reaching out to us on our support forums!

I am sorry to hear that you are running into issues with your TBT3-UDZ, but I would be happy to help diagnose the issues here.

Taking a look at the specifications for your laptop, it does appear to have a USB-C port that supports DisplayPort and Power Delivery, so we do expect our dock to be able to work with this host.

First, can you confirm that you are trying to connect to your laptop using the included Thunderbolt 3 cable that came with your dock? We’ve seen issues arise when a third party cable is used.

Next, some steps we’ll want to take are to perform a power-cycle of the unit to reset its internal hub chipset. We’ve seen that this can often restore the dock back to a working state when one or more of its functions are not quite working. To do this, please follow these steps:

  1. Disconnect all USB peripherals and displays connected to the dock
  2. Disconnect the docking station from host machine, then disconnect the power adapter from power
  3. Leave unplugged for 1 minute for power to dissipate
  4. Connect docking station initially into power only
  5. Connect docking station to host machine, then connect USB peripherals and displays, then test for functionality

Please let me know if this helps at all.

Thank you,

Evan
Plugable Technologies
www.plugable.com/support

3

Hello Evan,

Sorry for the delay in response.

  • I followed your steps.
  • I unplugged all the devices, plus the monitors
  • I unplugged the dock from both ends and let it sit for 20 minutes.
  • I replugged the dock into the power and connected the Inspiron 16 5620 with the provided cable, and I still got the boot error.

I shut down the Inspiron 16 5620 and started it up using the Pluggable UD-6950PDZ that my wife uses, and everything started up with no problems.

I plugged a Dell Latitude 5500 that I use for work into the TBT3-UDZ. The Dell Latitude 5500 started up with no problems with the TBT3-UDZ.

Tim

4

Hello Tim,

Thank you for the response.

I’d like to request some logs from your device using our PlugDebug diagnostics tool. However, we are unable to exchange them on the forums here, so I’d liek to request that you reach out to us directly at support@plugable.comwith the subject line “Ticket #403350”. 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 so we can take a look at the logs.

Thank you,

Evan
Plugable Technologies
www.plugable.com/support

5

Hello Evan,

I just sent the PlugDebug information.

Tim

6

This topic was automatically closed 20 days after the last reply. New replies are no longer allowed.