UD-CAM+MacBook Pro+Acer B276HUL: screen going black randomly


#1

Hi,
I am using a MBP 15,1 with UD-CAM and an external acer monitor (B276HUL).
The monitor is seen by my Mac but occasionally goes black while using my computer, and it comes back only power cycling the monitor or disconnecting and reconnecting the USB-C cable that goes to my Mac.
This is quite disruptive when working, and I have observed the same behaviour when connecting a DELL screen rather than the ACER, which presumably rules out a firmware update on the monitor side.

Please help?


#2

Hi There,

Thank you so much for reaching out to us, I am sorry to hear that you are running into this issue, but I would be more than happy to assist!

Just to make sure I have all of the right information, are you utilizing the original USB-C to USB-C cable that came with the dock, or an alternate cable?

Does the same issue occur no matter which port you utilize on the system?

Thank you for your patience,

Marc

Product Owner & Technical Support

www.plugable.com/support


#3

Hi,
this is indeed with the original cable and independent on the port I’m using on the laptop.
I own two UD-CAM, and both units show the same behaviour, which most likely excludes also a faulty unit.


#4

Hi Alex,

Thank you so much for letting me know! This particular behavior normally is associated with either the cable, the dock, the displays, or the system itself. If the issue occurs on multiple displays and HDMI cables, then we can rule out the problem being associated with the displays. We have never seen this behavior before on this particular system, and the UD-CAM has been extensively tested in-house with your particular system, and we have not run into any of the same issue.

Since you have two UD-CAM docks, and the same issue occurs on both, are you utilizing the same AC Adapter and USB-C cable when connecting the docks, or is the problem occurring on both docks with the same cables?

Thank you for your time,
Marc
Product Owner & Technical Support
www.plugable.com/support


#5

Hi Marc,
thank you very much for following up on this. The two docks are completely independent: I have one at home and one in the office and they have their own set of cables and power supplies.
I also verified using different USB-c ports from my laptop and the behaviour remains.

cheers,
Alex


#6

Hi Alex,

Thank you so much for letting me know! This throws a particular wrench into the equation, as the only common denominator between the two docks seems to be your system, and not the displays or the docks.

Just to make sure I have all of the most up to date information, when you have a moment, could you please visit www.plugable.com/support/plugdebug and download and run our diagnostic application, and then email the .zip file that is created to support@plugable.com? Please include “Ticket no. 267328” inside of the subject line so that we can keep all of your information in the same place.

Also, what other devices do you have connected to the dock when this issue occurs?

Thank you for your patience,
Marc
Product Owner & Technical Support
www.plugable.com/support