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Cable Matters 201024 USB-C Docking Station Troubleshoot

Article ID: 64
Last updated: 06 Jun, 2017

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

Solution: Update BIOS, firmware and drivers from the manufacturer website. For more details, refer to the 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: Second Display is not recognized by the Docking Station

The Docking Station supports connecting a single 4K Ultra HD display at 30hz. This requires a 4K capable host computer and a 4K rated HDMI / DisplayPort cable.

The Docking Station also supports connecting two Full HD 1080p displays at 60hz.

When connecting two 4K displays, identical display models are recommended. The first display will output 4K resolution while the second display will only output 1080p.

Display Resolution Number of Monitors Supported
1920x1080 @ 60hz (Full HD) 2
2560x1440 @ 60hz 1
3840x2160 @ 30hz (Ultra HD) 1

If the second display is recognized in Windows but does not light up, most likely there is not enough bandwidth remaining for the second display. Please manually lower the resolution of the first display and connect the second display in

'Control Panel' > 'Display' > Adjust Resolution

Some daisy-chainable displays have built-in MST functionality. In this case, the DisplayPort MST (sometimes called DisplayPort 1.2 or DP 1.2) must be turned off in the display settings.

  1. In the display configuration menu, look for the DisplayPort 
  2. Select the option to DISABLE DisplayPort 1.2
  3. Confirm the selection

You may need to reconnect the DisplayPort cable after making this change.

Symptom: Ethernet is not functioning

Solution: install the correct Ethernet driver

1. Go to www.cablematters.com/downloads

2. Select the correct product from the list.

3. Download and install the driver for your operating system.

4. Reboot your computer.

Symptom: Mouse lag or missing keystrokes when connecting a wireless mouse/keyboard to USB 3.0

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

USB 3.0 has a 5 Gbit/s signaling rate. The noise from the USB 3.0 data spectrum can create a conflict 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 from 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 cause interference. This may result in a decreased throughput on the wireless link.

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

Symptom: The Docking Station is not recognized or one or more ports is not functional

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

Symptom: Computer does not charge or charges at a reduced speed

This Docking Station can pass up to 60 watts of power to the computer. Some computers require more than 60 watts. The power may be disabled through USB-C or charge at a reduced speed when only 60 watts of power is provided and the computer requires more.

Article ID: 64
Last updated: 06 Jun, 2017
Revision: 10
Comments: 0
Tags
USB USB-C Dock Thunderbolt type-C 3 201024 docking station

Attached files
file 201024 USB-C Dock User Manual.pdf (1.12 mb)

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Thunderbolt™ 3 Firmware and Driver Updates for Asus Computers     Cable Matters 107004 Thunderbolt 3 Docking Station for Windows &...


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