My ud-ultc-4k has stopped connecting and has no green light when plugged into my laptop’s USB port.
It is supplying power as it is charging the laptop but I see nothing connected (eg when running lsusb on ubuntu command line)
I have done the following troubleshooting but none have worked
Power cycled the device
Used an alternative USB cable
Used an alternative USB port on the laptop
Used an alternative laptop (tried with both mac and ubuntu)
Checked displaylink driver is up to date
Please can someone help me with what I can do to troubleshoot this further and fix the problem? Thanks
Thank you for contacting Plugable! I’m sorry the UD-ULTC4K isn’t working as expected, and I’ll be happy to assist.
Thank you as well for all of the troubleshooting you’ve already done.
The dock’s green LED not turning on is an indication that the dock is not getting an active USB connection with the computer it’s connected to. One possible cause of this is that the USB-C cable is not being plugged into the correct USB-C port on the dock.
Both the front and rear USB-C ports support Power Delivery (100W on the rear port and 20W on the front port), but only the rear port is capable of connecting the dock to a computer. The front USB-C port is a hub port only, so if the computer is connected through this port it would not work correctly. Can you please confirm if you’re connecting the dock through the USB-C port on the rear of the dock?
If you are already connecting the dock through the correct USB-C port on the dock, it’s possible that the dock is no longer working correctly. In this case, the next step is to provide a pretested replacement unit under the two year warranty for UD-ULTC4K.
To proceed with sending out a pretested replacement, can you please send an email to our direct support email address (support@plugable.com) with “For ticket # 440386” in the subject line? We will collect the necessary information for the replacement over email to avoid sharing personally identifiable information publicly.
Please let me know if you have any questions as well.
My apologies for the frustration, and thank you for giving us the chance to help.
Despite the warranty being expired, we still want to help however we can in this unfortunate situation. Please do reach out to our direct support email address (support@plugable.com) with “For ticket # 440386” in the subject line.
In the email please include your your Amazon/eBay/Walmart/Newegg order number from your purchase of the dock (or a copy of the purchase invoice) and we’ll be happy to check if there’s anything else we can do to help.
** Please do not post the above information here in our public forum (it contains personally identifiable information) **
Unfortunately I’m out of the warranty period.