Just tried to set up a brand new TBT4-UDZ to connect to my Dell XPS using the Thunderbolt 4 cable and nothing seems to work: data cable/ monitor/ external keyboard & mouse are all dead. Only the white power light for the docking station comes on. I’ve updated the drivers (install_usb_win11_11013_20_07272023_08042023), restarted both the laptop & TBT4, still nothing.
Everything works fine with my old Plugable 3.0 (UD3900).
Hello,
Thank you for posting! I am sorry things are not working as expected while using your TBT4-UDZ docking station, and I would be happy to help.
Based on your description of the behavior, I have one quick question for you.
Can you please confirm that the included Thunderbolt 4 cable is connected to the single Thunderbolt 4 host connection port located on the front side of the TBT4-UDZ docking station?
I ask because if the Thunderbolt 4 cable is connected to the USB Type-C peripheral port on the back of the TBT4-UDZ then the dock will not work as expected.
For your reference, I have included a photo (just below my signature) of the TBT4-UDZ with the Thunderbolt 4 host connection port highlighted in red.
Apologies again for the frustration, and thank you for giving us the chance to help!
Bob
Plugable Technologies
Yes, I plugged the Thunderbolt 4 cable that came with the unit into the front of the docking station.
Hello,
Thank you for getting back to us with the confirmation in regard to how the Thunderbolt 4 cable is connected!
Given your current description, our next step is to get some additional information.
Can you please send an email to our direct support email address → support@plugable.com with ‘For ticket #- 425296’ in the subject line that contains the following information?:
For your reference, an Amazon Order ID number has seventeen digits (separated by two dashes), and that information is typically available from → https://amazon.com/orders
That information combined will help us to determine the next steps.
*** Please do not post the information we requested above here in our public forum (it contains personally identifiable information) ***
Apologies for the frustration, and thank you for giving us the chance to help!
Bob
Plugable Technologies
When I plugged the TBT4-UDZ back in again, it worked! I presume the driver updates and a further/ prolonged shutdown of the TBT4-UDZ got it to work.
I have found that a monitor (Benq BL2411) no longer works (it seems to be recognised as being connected using HDMI but no image - just a black screen)? I have another Benq (BL2405) that works fine with the TBT4-UDZ.
Hello,
Thank you for getting back to us with the update, and I am glad to hear that we have made progress.
I am afraid that I cannot be sure of the cause of the remaining unexpected behavior based on the description alone.
As a result, our next step is to get some additional information.
Can you please send an email to our direct support email address → support@plugable.com with ‘For ticket #- 425296’ in the subject line that contains the following information?:
For your reference, an Amazon Order ID number has seventeen digits (separated by two dashes), and that information is typically available from → https://amazon.com/orders
That information combined will help us to determine the next steps.
*** Please do not post the information we requested above here in our public forum (it contains personally identifiable information) ***
Thank you for your patience while we assist!
Bob
Plugable Technologies
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