I am trying to hook up my new dock to three monitors that I had previously been running on a Dell WD19tbs. Two monitors use display ports and one HDMI. Only one of the display port monitors works while the HDMI monitor doesn’t work either.
I need to get this resolved now or I need to send it back. Is there a number I can call?
Thank you for contacting us, I am sorry this is not working as expected and I am happy to help!
Regarding a phone call, we are not setup for phone support, as we’ve chosen to focus on email support which lets us research each unique issue and provide step-by-step instructions.
This docking station relies on two graphics technologies to support up to three external displays.
The “Display 2” and “Display 3” outputs are controlled by DisplayLink USB Graphics Technology, this is a combination of software on the computer and hardware on the docking station which extends the capability of the computer to support more displays than the computer was designed to support. This requires installing the DisplayLink drivers for Windows ( https://plugable.com/drivers/displaylink ) or the DisplayLink Manager App for macOS and configuring macOS to support the external displays ( for macOS 13: https://kb.plugable.com/1595423, for macOS 11, and 12: https://kb.plugable.com/1185378 ).
The “Display 1” output relies on the computer’s internal graphics controller, it utilizes USB Type-C DisplayPort Alternate Mode (“Alt-Mode” for short). This is an optional USB Type-C port feature which is not enabled on all computers. This relies on the computer’s built-in graphics drivers and requires the docking station to be connected directly to a USB Type-C port with Alt-Mode capability using the original USB Type-C data cable provided with the docking station. USB Type-C cables from other products, or purchased separately online may be charging cables that do not support Alt-Mode video data.
Please let me know which of the three output ports is working, if it is only the “Display 1” output working then our first step is to install the DisplayLink drivers for the computer following the links in the first paragraph for Windows, or macOS systems, or following the Getting Started instructions on the Plugable Product page here ( https://plugable.com/products/ud-ultc4k#nav-get-started ).
Please let me know if this helps to get the three displays working with the computer, and if not we can proceed from here.