I recently upgraded to the TBT4-UDZ. I am using it to swap between multiple laptops (personal, work /company, work/project). For the most part, everything is working great.
However, I have noticed that on my project laptop there is significant and annoying mouse lag. I will note that the project laptop is older, especially compared to my personal laptop. I can’t currently confirm that the problem doesn’t occur on my personal laptop, just that it happens an annoying amount on my project laptop.
Happy to list everything that I have connected. Also happy to run the diagnostic tool and send results.
Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.
Based on the description of the issue I believe that if you are not seeing this behavior on the personal laptop, then most likely we know that the dock hardware should be OK. So this issue with the mouse lagging could certainly be due to either the laptop’s age/specifications, or that the laptop is having some sort of software or driver issue.
A few questions to begin troubleshooting:
Are you using an external wired mouse connected through the dock? Or perhaps a wireless mouse with a USB receiver/dongle connected to the dock?
Does the lag also occur on the project laptop if using the laptop’s built in touch pad? Or is it only occurring with the external mouse?
Next, if you are able to run our diagnostics tool and send us the results, then that would be an ideal starting place to get a better idea of what might be occurring!
We have a troubleshooting tool that helps us find out what is going on in situations like this. Please plug the dock with your mouse connected to it into your computer, then go to this page and follow the instructions there: http://plugable.com/support/plugdebug
When emailing us the results as an attachment, please ensure to mention ticket # 496655 in the subject line. Please do not upload the results here. Once we’ve received the diagnostics and have had a chance to look at them for initial clues, then we’ll reach back out with some next steps.
Please don’t hesitate to let us know of other questions.
Thanks again for contacting Plugable support and best wishes!
Thanks Joshua. I will run the PlugDebug utility when I get a chance. In the meantime, here are some additional details.
I have the following in the front USB ports of the TBT4-UDZ:
Logitech MX Anywhere 25 Wireless Mouse
Arteck 2.4G Wireless Keyboard
I have the following in the rear ports:
KLIM Cobra Laptop Cooling Pad (wired)
Jabra Speak 510 Wireless Bluetooth Speaker (wired)
Two LG UltraFine monitors via DisplayPort
Note that I have used all of these accessories together (except monitors) for several years. I used to use a UD-3900 with an Anker 10 port USB hub for many years prior to upgrading to dual monitors. I have experienced lagging with it in the past as well. I spent lots of time moving things around to try to isolate the root cause. It eventually went away but not with a specific solution.
I’m escalating this issue since I see that you have a tool that might help and because the UDZ is too nice to have this kind of frustrating issue.
Does the lag also occur on the project laptop if using the laptop’s built in touch pad? Or is it only occurring with the external mouse?
I forgot to address the above question. The lag only occurs when using my wireless mouse. I will often have to drop to my laptop mousepad to complete a task as the “lag” is often way more annoying than a lag and the only way I can control the mouse and complete the action is with the mousepad.
But the issue definitely comes and goes which makes it even more annoying.
Debug attachment is on it’s way in email. Let me know if you don’t get it. I sometimes have issues from my personal domain and might need to switch to gmail to send it.
Thank you, Matt, for those additional details and for sending the diagnostics! I can confirm the diagnostics have been received and I am beginning to look through them now. The additional background information about the previous dock setup is also helpful and gives me some possible leads. I’ll reach out again with some potential next steps we can try!
Thanks for the update. I will admit that this laptop is definitely struggling for some reason. It seems to want to run at 50% utilization minimum at all times (for a long time) and I can pretty easily max out the CPU during the day with my various tasks. If you see a cause for why the CPU is running so much, that might help. I’ve tried everything I can to get visibility in the “System” activity but haven’t had any luck. I’ve tried SysInternals, etc. to no avail.
I will also say that there definitely feels like there is a network aspect to this as well. I’ve had several times today where things have just kind of locked up and come to a standstill. And this is after a fresh reboot this morning.
And just from a TBT4-UDZ perspective, I have it standing up to help dissipate heat and it is running around 95-100°. Pretty warm but not crazy.
