Issue using Plugable TBT4-UDZ Dock with Alienware m17 R2 and Alienware Aurora R16

[Mmresd]

Good morning Plugable,

I am having issues with TBT4-UDZ when plugging in either one of my Alienware computers. It just adds shows as removable media as “USB Audio.” I installed the Driver from their website, but there was no change.

Please help,

Mmresd

[Evan_K]

Hello Mmresd,

Thank you for reaching out on the forums! I’d be happy to help diagnose the issue here.

First, I do want to mention that the Aurora 16 looks like it does not have a Thunderbolt 4 port, so we don’t expect our dock to be compatible with this host in particular. The M17 R2 does appear to have a single Thunderbolt 3 port, so we’d expect at least 1x display to be functional with this host.

For troubleshooting, let’s stick to using this dock with the M17 R2.

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