Hello,
I’m having trouble getting my TBT4-UDZ to work with my Lenovo Thinkpad 20RA. I’ve connected my thunderbolt 4 cable to the Thinkpad and I can see it is charging, though my external monitors are not coming on. Any help?
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 of the ThinkPad 20RA (ThinkPad E14) I see it offers “1x USB-C® 3.1 Gen 1 (support data transfer, Power Delivery and DisplayPort™)” so it should be able to support the TBT4-UDZ. Since you aren’t getting any displays and since you’re using the originally provided Thunderbolt 4 cable there may be some kind of software or configuration issue occurring.
To begin I would suggest to proactively ensure your laptop has the latest updates installed from Lenovo if you have not already done so. The 20RA latest updates can be found here: https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/thinkpad-edge-laptops/thinkpad-e14-type-20ra-20rb/downloads Specifically, I would ensure the system BIOS and graphics drivers are updated.
If you are still encountering issues can you say how your monitors are connected to the dock? For example, using standard HDMI to HDMI or DisplayPort to DisplayPort cables, or other? Additionally, are any other dock functions working, such as USB ports, Ethernet, audio, etc?
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
Hi Joshua,
Thank you for the response. I have been downloading the latest updates recently and I am still having an issue trying to get the dock to recognize. For your information, I have a separate newer Lenovo laptop that I use for work, and the dock recognizes immediately when I plug that laptop in. I have a 3 monitor setup coming from the dock and all 3 monitors work perfectly on my newer work laptop.
I just tried disconnecting 1 monitor (leaving 2 plugged in) and connected the 20RA, and it didn’t recognize…disconnected 2 monitors (leaving 1 plugged in), and it didn’t recognize either.
I’m starting to think it has to be in the drivers or system update, though I feel like I’ve downloaded/installed all of the updates available. Also, one last thing, When the thunderbolt 4 cable is plugged into the 20RA, the computer does charge from it, I have confirmed that.
Thank you for your help!
You are most welcome, and my apologies for my delayed reply over the weekend.
Thanks for proactively ensuring that the system has been updated. Also thanks for the info about the other laptop. Since the newer laptop is working that at least helps us rule out defective hardware, so likely some kind of software issue is occurring with this particular system.
I think as the next step I would like to get a closer look at your system from a software perspective if able. 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 connected 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 to support@plugable.com (do not post them here), please mention ticket #475428 in the subject line so we can match things up. I can then take a look for anything that may stand out and offer some next steps.
Thanks again,
Josh
Hello Joshua,
Thank you for the response. I have downloaded the diagnostic tool and sent the zip file over to the email you mentioned. Thank you.
Thank you!
The file has been received and I am starting my analysis. I will follow up directly via email with next steps.
Best wishes,
Josh
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