USB-C 4K randomly loosing cursor on external monitor and dropping internet

1

I am randomly loosing the cursor showing up on my Dell (3840x216) plugged into the USB-C 4k device from my Surface Laptop 3 (15" version) and at the same time the landline connection drops and I automatically switch over to my Wi-Fi connection (which sucks during a conference call). I have uninstalled and reinstalled the driver per a different discussion but that does not seem to make any difference. My other dell widescreen (3440x1440) seems to work just fine and never looses the cursor)

2

Hi Gary,

Thanks for posting!

Firstly, can you confirm that you are using the original USB-C cable that came with the dock?

Next, can you let me know if your Surface Laptop 3 has all the latest updates from Microsoft? https://support.microsoft.com/en-us/help/4526150/surface-laptop-3-update-history

This is important because there has been updates to address issues with the USB-C port on the computer.

Thanks for giving us a chance to help!

Mitchell

3

Thanks for the reply. I am using the original cable and my Surface is fully updated.

4

Thanks for getting back to me.

At this point, I’d like to request some logs from your Surface Laptop 3 to investigate further. Could you please 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 and include “Ticket #312637” in the subject.

Thank you!

Mitchell

5

This topic was automatically closed 20 days after the last reply. New replies are no longer allowed.

6

As an update, after diagnosing logs from the computer, we sent the customer a warranty replacement unit which no longer is experiencing these problems.

For any other customers seeing issues similar to this, please contact us at support@plugable.com or open a new topic on our forums. We’re glad to help.

Mitchell