USB devices don't power up after re-docking


#1

When a few of our users re-dock after coming in in the morning, a couple of their devices don’t work until they pull the USB cable for the device and plug it back in. Affected devices are keyboard and USB powered desk phone. This is with the UD-3900 dock. Any ideas on how to fix this?


#2

Hi Adam,

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

The individual description of your issue sounds as if the docking stations are having issues waking from sleep when the users come back in the morning, unless the systems are fully shut down upon leaving. The behavior that dictates how a USB hub or docking station behaves during sleep and wake is purely determined by the system itself. Some have the ability to wake the system from sleep, and other systems will power off the USB port that connects the hub, which requires a full docking station restart, or the disconnection and reconnection of the USB 3.0 cable.

We could also be dealing with a situation related to software or system related compatibilities. Are all of the users utilizing the same laptop or desktop system?

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


#3

That’s the thing–it’s not all the devices on the hub. They don’t have to disconnect and reconnect the HUB usb cable, only the specific devices that don’t come back on. The mouse works fine but the USB phone doesn’t come back on, and sometimes the keyboard doesn’t work either.


#4

Hi Adam,

Thank you so much for including this additional information. By chance, are the individual devices that are not “coming back on” connected via the rear or the front USB ports? Since the issue is sporadic for specific devices, this may be a problem associated with these devices themselves.

The USB Phone for instance, if they are all the same model, and all are occurring when utilizing the docking station, this may be an issue associated with them always wanting to be connected and live. Are the keyboards the users are using wireless or wired?

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


#5

It’s only happening with some of the phones–most of them work fine when the laptops are docked back in. The keyboards are all wired. We have a few docks so maybe we’ll try replacing one that isn’t working with a new one out of the box and see if it exhibits the same behavior. I’ll let you know how it goes.


#6

Hi Adam,

Thank you so much for working through additional troubleshooting, and providing this additional information.

Were you able to do some isolation to see if the same behavior is occurring with another docking station?

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


#7

Hi Everyone,

We were hoping to help Adam attempt to isolate the issue to being one oriented towards hardware by seeing if the behavior occurred with another docking station, but we have not received a reply back.

If Adam, or anyone else is experiencing similar or different issues, please feel free to contact us directly at support@plugable.com, and we would be more than happy to assist!

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


#8