Ports, including graphics and audio sometimes stop working

Hi, have had this dock for quite some time and its been working very well until this week

in this last week, i’ve noticed a couple of times that the graphics ports would stop getting detected by my laptop, and have had to unplug the dock from power for 20 seconds, then plug it back in to get it to work again.

Another time, it was the audio jack where this happened.

I’d hope it’s life would be longer than this. Any clues?

Hello aspect0,

Thank you for posting on the forum!

I am sorry to hear that you are running into issues with your TBT3-UDC3, but I would be happy to help diagnose the issue here.

First, can you confirm that you are trying to connect to your laptop using the included Thunderbolt 3 cable that came with your dock? We’ve seen issues arise when a third party cable is used.

Next, some steps we’ll want to take are to perform a power-cycle of the unit to reset its internal hub chipset. We’ve seen that this can often restore the dock back to a working state when one or more of its functions are not quite working. To do this, please follow these steps:

  1. Disconnect all USB peripherals and displays connected to the dock
  2. Disconnect the docking station from host machine, then disconnect the power adapter from power
  3. Leave unplugged for 1 minute for power to dissipate
  4. Connect docking station initially into power only
  5. Connect docking station to host machine, then connect USB peripherals and displays, then test for functionality

Please let me know if this helps at all.

Thank you,

Plugable Technologies

Hi, this did appear to help for a while but a week later its happened again. And now i cant seem to recover the video output no matter how many times i power cycle the dock

Hello there,

Thank you for the update, although I am sorry to hear that you are still running into issues with your TBT3-UDC3.

At this point, I’d like to request that you reach out to us directly at support@plugable.com, as we will be better suited to help you out there.

Can you reach out to us via email with the subject line, “Ticket 393876” with log files collected from our PlugDebug diagnostics tool? With everything still attached to the dock (even if it appears to not be working) please follow the instructions on our PlugDebug page and send the ZIP file back to us so we can take a look at the logs.

Thank you,

Plugable Technologies

Have sent the logs through

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