Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.
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:
When emailing us the diagnostics results for review to firstname.lastname@example.org, please mention ticket “333859”.
Also, can you confirm if you’re using the provided Thunderbolt 3 cable that the dock shipped with and that it’s being connected to the Thunderbolt 3 port on the rear of the dock and not the front USB-C port by accident?
Please don’t hesitate to let us know of other questions.
Thanks again for contacting Plugable support and best wishes!
Senior Engineer | Product Owner