Hello,
Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.
Typically in our experience the updated firmware available for the TBT4-UDZ won’t resolve intermittent flickering, however, it certainly won’t hurt to try it. With that said, since you are running into this issue where the firmware updater is unable to recognize the dock correctly it could indicate problems with the dock or other software issue with the host system that may somehow be blocking the process.
One thing I would try in regards to the update is to reconnect a display to the dock and to see if there is any change. In some cases I have seen where the updater may fail to recognize the video chipset(s) in the dock if no displays are attached, although this is somewhat rare. If connecting a display also does not help and you’re still unable to update the dock then we may need to help to arrange sending you a pre-updated dock under our warranty, this would also let us narrow down any potential hardware problems with the dock as well.
Additionally, we have a troubleshooting tool that helps us find out what is going on in situations like this. If you are able, please plug the dock into your computer, then go to this page and follow the instructions there: http://plugable.com/support/plugdebug
The diagnostics information could help us to see if anything stands out from a software perspective and there may be some additional suggestions we can offer for the firmware upgrade issue and/or the flickering behavior. If you are able to send diagnostics please ensure to email them to support@plugable.com mentioning ticket #440281 in the subject line, do not post them publicly here. If you are unable to send diagnostics I of course do understand.
Please don’t hesitate to let us know of other questions.
Thanks again for contacting Plugable support and best wishes!
Joshua Henry
Senior Engineer | Product Owner
Plugable Technologies
