lower resolution monitors not showing on 4k hdmi port

USB Docking Stations UD-ULTCDL
#1

on the usb-c triple display docking station, why can’t I see anything connected on the 4k hdmi. I thought it is supposed to connect allow lower resolution monitors to connect as well

#2

HI Michael,

Thank you so much for reaching out to us! I am sorry to hear that you are running into this issue, but I would be more than happy to assist!

Previously you reached out to us directly via email and provided a PlugDebug output (which we appreciate so much!) and I was able to track down the model number of the system you are utilizing: X550ZA. Based on the specifications of the base model, this does not have a USB-C port. Are you utilizing an adapter to connect the UD-ULTCDL via the USB 3.0 port? If so, this is why the 4K HDMI port is not working. The 4K HDMI port requires the host system to have a native USB-C port that supports data, Power Delivery, and VESA Alt-Mode (the ability to output to a display via USB-C). If the host system does not support VESA Alt-Mode, then the 4K port will not function.

If you happen to have a version of the X550ZA that does support USB-C and VESA Alt-Mode, then we may have to work through some additional troubleshooting steps. If you could reply to our direct email we sent via our support@plugable.com address, that would be awesome!

Thank you for your time,
Marc
Product Owner & Technical Support
www.plugable.com/support

#3

ok makes sense, I guess I bought the wrong hub for the laptop I have. I plan to upgrade my laptop soon and will make sure to get one with the proper usb-c port. In the meantime is there any workaround.

#4

Hi Michael,

Thank you for letting me know! Unfortunately, due to the technology that is required to utilize the 4K port and Power Delivery (the ability to charge the system) via a direct USB-C connection, the only features on the docking station that can be utilized are the DisplayLink devices (2K HDMI, DVI, Ethernet, Audio input/output).

The 4K port cannot be utilized with a USB-C to USB-A based adapter, or a system that does not support VESA Alt-Mode via the USB-C port.

I hope this information helps, please let me know if you have any additional questions or concerns.

Thank you for your time,
Marc
Product Owner & Technical Support
www.plugable.com/support

#5

Hi Everyone,

We hope that working with Michael and advising him on the compatibility requirements of our docking stations has helped resolve the issue he was experiencing.

If anyone else has any similar questions, or is running into any issue, please do not hesitate to reach out to us directly at support@plugable.com.

Thank you for your time,
Marc
Product Owner & Technical Support
www.plugable.com/support

#6