USB-C Triple Display Dock - 4K hdmi port randomly will not connect


#1

I am using a surface pro 4 through USB-C connection, however this is a problem with my wife’s Dell Starlord Laptop also. When I dock the 4K monitor randomly will not work. The computer sees the monitor in the display settings, but I am getting no image. I am using 2 27es HP monitors. It is quite frustrating. The only solution I’ve found at times is to disconnect everything from the dock, unplug it, then one at a time reconnect them. That should not be normal.


#2

Hello Rocky,

Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.

To confirm, the dock is working as you would expect with your Surface Pro 4 (plus the Microsoft Surface to USB-C adapter I’m assuming?), but not on your wife’s system correct? For the Dell system in question, can you tell me the model # of the system?

Also, we have a troubleshooting tool that helps us find out what is going on in situations like this. Please plug the dock into her computer, then go to this page and follow the instructions there:

http://plugable.com/support/plugdebug

Please don’t hesitate to let us know of other questions.

Thanks again for contacting Plugable support and best wishes!

Joshua Henry

Senior Engineer
Plugable Technologies


http://plugable.com | http://performance.plugable.com/


#3

Joshua,

Correction. I have a Surface Pro 6 with a USB C adapter (why did they not go usb c??).

Here is the debug file. I am currently docked and my display setting on my surface shows 3 monitors but the 4K port is not sending output to my monitor. I can switch the hdmi ports and the monitors that read output switch. so whichever monitor is plugged into the 4K hdmi port will not work.

Please help.


closed #4

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