Keyboard and Mouse not Recognized

Thunderbolt TBT4-UDZ
1

For whatever reason, the hub will not recognize my keyboard or mouse in any of the USB ports. These are wired. They work immediately when plugged directly into the HP Spectre laptop. No power indicated when they are plugged into the TBT4. Any suggestions? TIA

2

Hi Chad,

Thanks for posting! My impression is that you are using a Plugable TBT4-UDZ Thunderbolt 4 docking station → https://plugable.com/products/tbt4-udz Please correct me if I am mistaken.

Presuming for the moment that my impression is correct, based on your description of the behavior our next step is to get some additional information.

Can you please send an email to our direct support email address → support@plugable.com with ‘For ticket #- 444016’ in the subject line that contains the following information?:

  1. The Amazon Order ID number for your TBT4-UDZ purchase

For your reference, that information is typically available from here → https://amazon.com/orders

  1. While the TBT4-UDZ is connected to your HP laptop and the keyboard and mouse are connected to the TBT4-UDZ (even if not working as expected), the output of our diagnostic utility PlugDebug → https://plugable.com/pages/plugdebug

That information will help us to determine the next steps.

*** Important note - Please do NOT post the information we requested above here in our public forum (it contains personally identifiable information) ***

Apologies for the frustration, and thank you for giving us the chance to help!

Bob
Plugable Technologies

3

you are correct. Email to support sent. Thanks for the quick response

4

For the benefit of anyone else following this thread, a solution was found in this case.

In brief, the source of the issue was two-fold. The Intel Thunderbolt software installed on the host computer was out of date, and as a result the docking station was not being ‘Approved’ or ‘Authenticated’. If the dock is not Approved, then the USB ports within the dock will not work.

After updating the Intel Thunderbolt software and ‘Approving’ the dock, everything worked as expected.

Please note that while this was the solution in this specific instance, every support case is different.

If anyone else following this thread encounters similar behavior, please reach out to us directly via support@plugable.com and we will be happy to assist you.

Thank you,

Bob
Plugable Technologies