USB-C Mini Dock Not Staying connected to External HDD or Audio Interface

Continuation to: https://support.plugable.com/t/multiple-usb-hard-drive-dis-mount-during-screen-saver-mac-mohave-usb-c-mini/17105

Problem also applies to external audio interfaces not just HDDs (e.g. https://focusrite.com/usb-audio-interface/scarlett/scarlett-18i8 running latest drivers). I now have to cancel out dozens of disk mount warnings and reboot my audio interface if every time I bring my MAC out of sleep.

Hi Presto,

Thank you so much for reaching back out to us! As I said in the previous forum, the HDD drive ejection issue occurs on all kinds of hubs and not ones specifically manufactured by us. If you would like, I would be more than happy to send over various threads on Apples support forums outlining these issues, and the lack of communication from Apple with specific resolutions.

We have never seen the same issue occur with USB audio interfaces, especially ones manufactured by Focus Rite, so this is new information that we may need to dive into.

When you have a moment, could you reach out to us directly at support@plugable.com, so that we can take a look at your configuration and log files to see what could be causing the issues with the audio interface?

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

Hi Geoff,

Thank you so much for reaching out to us directly. When you have a moment, could you please keep everything connected and send us the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug as this will allow us to examine some log files from your system to help determine the next steps.

Also, when the dock is connected to your system, are you utilizing the original USB-C to USB-C cable that came with the dock, or an alternate cable?

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

Hi Geoff,

Thank you so much for taking the time to run the PlugDebug application, and for sending over the output. Based on the log files, I can see the particular FocusRite adapter connected, and I see no indication or error messages indicating a failure on the docks side that could be causing this behavior.

I did find a couple of individual forum threads indicating that Focus Rite does not advise utilizing a hub when connecting this particular device to your system (and inside of macOS) outlined here:

https://forum.ableton.com/viewtopic.php?t=229465

https://support.focusrite.com/hc/en-gb/articles/207547015-Troubleshooting-USB-interface-connection-and-performance-issues

One thread indicates that users utilizing the Abelton software (which may not be the case in your scenario) were advised to remove the device from being connected to the hub from FocusRite, and the second link is a direct support link from FocusRite indicating some troubleshooting steps to take, and also advising to not have the device connected to a hub.

Please let me know if this information helps, or if you have any additional questions or concerns.

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

Hi Everyone,

Geoff reached out to us directly to work through some of the issues he was experiencing when connecting via various devices over USB utilizing the UD-CAM, and after isolating the issue down to the external HDD and the FocusRite adapter, we pretested a replacement unit, and sent it out immediately to see if isolating the dock as the issue would help resolve the problem.

If anyone else is experiencing the same issue, please do not hesitate to reach out to us directly at support@plugable.com

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