Monitor Signal Drop-Outs

Thunderbolt TBT3-UDC3
1

Hi Plugable Community.
I have a Plugable TBT3-UDC3 docking station with two LG 27UL500-W monitors. I have my Surface Pro 9 laptop connected directly to the docking station with the Plugable provided Thunderbolt 3 USB-C cable.

These monitors have only HDMI inputs so I have one connected to the docking station with a high-quality 3’ HDMI cable. The 2nd monitor is connected to the dock using a plugable DP-HDMI converter, then connected to the monitor using another of the same 3’ HDMI cables. Both displays are 4k 60 Hz at 3840 x 2160

I am getting repeating 10-30 second signal drops with the screen going black on the monitor that is connected to the DP port on the docking station, and using the Plugable DP-HDMI converter. The frequency varies, but it’s making that monitor unusable. I’ve switched the connection to the other monitor and get the same behavior. I’ve also switched out the DP-HDMI converter, same behavior.

The display directly connected to the dock HDMI is perfectly stable.

I’m at a bit of a loss on what to do next. This was the entire point behind buying the docking station. Any help would be greatly appreciated.

TYIA

2

Hello Brett,

Thank you for reaching out to Plugable Support!

I am sorry to hear that you are running into issues with your TBT3-UDC3, but I would be happy to help diagnose the issue here.

First, 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