Monitor and mouse stop working and cycle

USB Docking Stations UD-ULTCDL
1

I just purchased a USB-C Triple Display Docking Station and have a Yoga C740-15IML and upon startup the mouse and key board freeze and cycle between working and freezing about every 5 seconds. I have cycled the power to get it to work which is does after about 10 minutes. Any solutions?

2

Hello,

Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.

We’ve got some FAQ/Troubleshooting suggestions for this kind of problem on our UD-ULTCDL dock product page. For convenience see below:

I’d start by trying these suggestions and if that still doesn’t help to let us know. We can then try some other troubleshooting steps.

Thanks again for contacting Plugable support and best wishes!

Joshua Henry

Senior Engineer
Plugable Technologies


http://plugable.com | http://performance.plugable.com/

3

Thanks Joshua, I tried the first solution. The system froze once and then started. Better than before, but still does not meet my expectations. As for the second solution do you mean to connect a USB 2.0 from the Pluggable device aka the dock to my laptop aka the receiver? Got one week till I need to return to Amazon so if you have any other solutions please pass along.

4

Thanks Joshua, also when the laptop goes in sleep mode cannot get the system to restart through the key board or mouse. Need to unplug the power the docking station and then it freezes (laptop beeps frequently) for a couple of minutes then starts working.

5

Thanks for the updates. If you’ve purchased from Plugable as the seller on Amazon we can issue a return for a full refund outside the normal Amazon return policy. If you contact us directly at support@plugable.com and provide your Amazon Order ID # I can then verify I can access the order, if so then you won’t need to worry about how long you have left to return the dock.

For not being able to wake the system from USB, this is the case with many new USB-C systems. Sometimes the option can be enabled in the UEFI BIOS settings to allow wake from USB, other systems may not support it entirely. You can test this by connecting a keyboard or mouse directly to the laptop (bypassing the dock). If they don’t wake the system directly attached then we know the dock is not the cause of this problem.

For the second solution in our FAQ to try, essentially you can try to distance the USB wireless receiver for the mouse/keyboard if they are wireless that may help. So a short USB 2.0 extension cable between the USB wireless receiver and the dock is a good way to do this.

Thanks!
Josh

6

Thanks Josh. I will send the order ID.

Note that the sound also does not work with the lid closed - any solution?

7

I connected the keyboard and mouse directly to the laptop and it worked fine. Still need a solution for the mouse and keyboard.

8

Sorry for the delayed reply over the weekend. For the audio, where are you trying to playback audio from? IE laptop speakers, headphone jack on the dock, etc?

When you close the lid Windows may try to switch your default playback device. As a first step I’d double check that: https://plugable.com/2016/01/15/set-default-sound-device-in-windows/

For the mouse and keyboard, we may need to take a closer look at the system to see if we can narrow down what’s causing this behavior. Are other USB devices working as expected through the dock?

We have a troubleshooting tool that helps us find out what is going on in situations like this. Please plug the dock into your computer, then go to this page and follow the instructions there:

http://plugable.com/support/plugdebug

You can send the diagnostics as an attachment in the same email thread we’ve got going about your Amazon Order info.

Any questions or concerns just let me know.

Best,
Josh

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