TBT3-UDZ and Asus Zenbook issues - 2nd Monitor and Charging

[RonM]

I just purchased a TBT3-UDZ Thunderbolt 3 Docking Station and I’m having issues getting it to work.

My laptop is a Asus Zenbook UX535LI.

I can get one monitor, keyboard, ethernet and mouse working BUT I cannot get a second monitor (either on DisplayPort or HDMI) nor the Thunderbolt Charging to work.

Can you offer any suggestions on how to get this fully functional.

Thanks!

[Joshua_H]

Hello,

Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.

Looking at the specifications for your system it says it has:
-“1x Thunderbolt™ 3 supports display”
-“1x USB 3.2 Gen 2 Type-C”

1. I assume you’re connecting through the Thunderbolt 3 port, but if not please do so.

2. For the second display not working, what port is it attached to on the dock? There’s the “Display 1” for HDMI and DP, and “Display 2” HDMI and DP.

3. If you swap the monitors around, does the non-functional monitor stay with the same port on the dock, or does it follow the same monitor over to the other port?

4. For charging, ASUS does not call out USB-C charging as being supported from either C or Thunderbolt 3 ports in their specifications. Looking at their specs closely your system power adapter is 150W, so the computer likely needs more power than is able to be provided over USB-C and thus is not supported.

Once I know more about where the non-functional monitor is connected on the dock and if swapping ports helps or not we can proceed from there. It may also be helpful to get some diagnostics for the system.

We have a troubleshooting tool that helps us find out what is going on in situations like this. Please plug the dock with your monitors attached to it into your computer, then go to this page and follow the instructions there:
http://plugable.com/support/plugdebug

When emailing us the diagnostics results please mention ticket “371793” in the subject line, don’t attach the results here!

Edit: I see you contacted us directly already with the PlugDebug. I will take a look and update with anything I see that stands out.

Thanks again for contacting Plugable support and best wishes,

Joshua Henry
Senior Engineer | Product Owner
Plugable Technologies

[Joshua_H]

@RonM Update: My first suggestion after looking at the diagnostics is to update the Intel graphics drivers on the system: https://downloadmirror.intel.com/721124/igfx_win_101.1340.exe (30.0.101.1340 vs 30.0.100.9864 installed now)

I would also suggest updating the Nvidia graphics drivers as well: https://us.download.nvidia.com/Windows/511.79/511.79-notebook-win10-win11-64bit-international-dch-whql.exe (511.79 vs 462.59 installed now)

Finally, there is also a newer BIOS update: https://dlcdnets.asus.com/pub/ASUS/nb/Image/BIOS/102957/ASUS_UX535LI_315_BIOS_Update.exe (315 vs 314 installed now)

If these suggestions do not help please let me know.

Best wishes,
Josh