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Cable Matters 201014 USB-C Multiport Adapter Troubleshooting

Article ID: 58
Last updated: 27 Sep, 2017

Symptom: The Multiport Adapter is not functioning properly on a Windows computer with Thunderbolt 3. Symptoms include no video, flickering video, and an unstable USB peripheral connection.

Solution: Update BIOS, firmware and drivers from manufacturer website. For more details, refer to articles below:

Thunderbolt™ 3 Firmware and Driver Updates for Dell Computers

Thunderbolt™ 3 Firmware and Driver Updates for Lenovo Computers

Thunderbolt™ 3 Firmware and Driver Updates for HP Computers

Thunderbolt™ 3 Firmware and Driver Updates for Asus Computers

Symptom: The Adapter is not recognized / one or more ports are not functional

Unplug all cables and peripherals, restart the computer, and then reconnect everything.

Symptom: Unstable USB connection when using a peripheral such as an external hard drive

This Multiport Adapter is bus-powered by the USB-C port. Some USB peripherals may require more power than the USB-C port on the computer provides. These peripherals usually requre external power to work properly.

Do not daisy chain another USB hub to this adapter through USB-A ports in order to connect more USB prepherals. It may cause overload on the USB system bus.

Symptom: HDMI does not work at full 4K 30Hz resolution.

The Multiport Adapter supports resolution up to 4K at 30Hz via HDMI. You will need a 4K rated computer, HDMI cable, and display to take advantage of 4K video.

Symptom: Ethernet is not functioning on Mac OS

Solution:

1. Go to www.cablematters.com/downloads

2. Select the correct product from the list.

3. Download 'Apple Mac OS X 10.6 to 10.12 Drivers Installer'.

4. Install the driver and reboot your computer.

Symptom: MacOS crash when connecting to some certain projectors through the VGA port of this adapter

We have noticed that this issue is casued by the Mac OSX 10.12.5 update and we are actively working on this issue. The resolution at this point is to update to OS X 10.12.6 or to roll back to OS X 10.12.4.

Symptom: Laggy mouse and missing keystrokes when connecting wireless mouse/keyboards to USB 3.0.

The 2.4 GHz band is a widely used unlicensed radio frequency band for devices such as wireless routers, as well as wireless PC peripherals such as a mouse or keyboard.

Though USB 3.0 has a 5 Gbit/s signaling rate, the noise from USB 3.0 data spectrum can be high in the 2.4–2.5 GHz range. This noise can radiate from the USB 3.0 connector on a PC platform, the USB 3.0 connector on the peripheral device or the USB 3.0 cable. If the antenna of a wireless device operating in this band is placed close to any of the above USB 3.0 radiation channels, it can pick up the broadband noise and may result in a drop in throughput on the wireless link.

The resolution is to use a USB 2.0 extension cable to connect the wireless mouse / keyborad dongle to USB 3.0 ports.

Symptom: Ethernet disconnects with a Dell computer

Some Dell XPS and Precision models with certain models of internal Wifi adapters may experience Ethernet disconnection via  USB-C. This issue can be resolved by lowering the power output of the onboard Wifi adapter.

1. Navigate to Control Panel, Device Manage

2. Click the wifi adapter under Network Adapter

3. Under 'Advanced' select 'Power Output' and set value to be 75%

4. Disconnect the cables and Adapter, reboot the computer, and reconnect the cables and Adapter.

Symptom: Single video only through HDMI or VGA

This adapter is designed to support only one video out at a time. It does not support VGA and HDMI video out at the same time.

Article ID: 58
Last updated: 27 Sep, 2017
Revision: 18
Comments: 0
Tags
USB-C 201014 multiport adapter

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A Brief Look At: USB Type-C™     Thunderbolt™ 3 Firmware and Driver Updates for HP Computers


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