UD-CAM Dock not Charging HP ENVY x360 Convertible 13

We have recently purchased two UD-CAM docks for our business. We use HP ENVY X360 Convertible 13’s. The laptops support USB C charging and work with other docks in the office. UNfortunately they do not seem to be charging from our new UD-CAM’s. Do you support this laptop model is there anything we can do to resolve this issue.
:grinning:

Hi David,

Thanks for posting!

We could be dealing with an incompatibility issue. For example, we’ve seen that HP Envy x360 13t-XXX series are not compatible with one of our other USB-C docks (UD-ULTCDL).

Could you please let me know the specific model of HP Envy X360 13 your office is using?

Thanks!

Mitchell

Mitchell the model is ag0503na

Thanks for that model.

The specifications support your earlier statement that charging is supported through the USB-C port on the computer… To clarify, is the original USB-C cable being used? Third-party USB-C cables are not created equally and often do not support charging.

Thanks!

Mitchell

Morning Michael. Yes currently using the original usb c cable provided.

Would you mind sending over a set of system logs so that I can run through a quick checks regarding compatibility? To do this, please keep the Plugable UD-CAM dock connected to your system, then navigate to our PlugDebug tool and follow the instructions there.

This will create a ZIP file on your Desktop containing system logs and information. Please send this ZIP file to us directly at support@plugable.com with the subject line: “Ticket #286262

Thank you!

Mitchell