Only 3 monitors work out of 4 with Plugable ud-3900c4 dock

[MaxGay]

I had a usb c link cord break on my UD-3900c4 dock and I replaced it with a thunderbolt 4 cable as per the website. Now when I use the docking station it only detects 3 out of the 4 monitors that I use. Not more than 10 minutes ago using the broken cable (obviously before it broke) all of the monitors worked and I did not change any settings. So this isn’t a case of the laptop not being able to handle it. Do I need a special usb-c to run from the docking station to the laptop? I would think that a thunderbolt 4 cable could handle the load. I am not using the charging feature as my job requires me to have it plugged into a ups with it’s original power cord. Please advise what I should do. If I need to order a new link cable or what?

[adi]

Hi there,

Welcome to the community! I am sorry to hear about the broken cable and the ongoing issues! I would be happy to help.

A certified Thunderbolt 4 cable should work. If you had all four displays in extended mode before the cable broke, one of the displays may have defaulted to being disabled. You can check this within Windows Display settings. If the display is listed but disabled, set the display to extended mode.

If you have checked this and continue to have issues, please email our direct support email address ( support@plugable.com) with “For ticket # 456771” in the subject line? In the email, please include the following information:

• Please provide the Amazon Order ID number for your Plugable product purchase.
  For your reference, an Amazon Order ID number has seventeen digits (separated by two dashes), and typically, that information can be found here → https://amazon.com/orders
• Can you please keep the docking station connected to your computer (even if it is not working as expected) and send us the output of our diagnostic utility PlugDebug? → https://plugable.com/pages/plugdebug

This will allow me to examine log files from your computer and help determine the next steps.

Please do not post the above information here in our public forum (it contains personally identifiable information)

If you have any questions, please don’t hesitate to let me know.

Thank you,

Adi
Plugable Technologies