Knowledge Base for Cable Matters Connectivity Products

Cable Matters 201246 and 201248 WWCB Certified USB-C Hubs Troubleshoot

Article ID: 130
Last updated: 16 May, 2020

System requirement

Not all USB-C ports support all features of USB-C. Some computers and smartphones only support data over USB-C for external storage such as flash drives while some devices support video and charging over USB-C. Check the below article about the USB-C port capability. If you are not sure, please consult the manufacturer for this information.

http://kb.cablematters.com/index.php?View=entry&EntryID=86

Symptom: The multiport adapter is not functioning properly. Symptoms include no video, flickering video, and an unstable USB peripheral connection.

Solution:

For Chromebooks, please update the ChromeOS to the latest version. To do so, go to 'Settings' -> About Chome OS, and click 'Check for updates'

For Laptops with Thunderbolt 3 and running Windows, please update BIOS, Thunderbolt 3 firmware, Thunderbolt 3 driver, and Intel Graphics Driver from the manufacturer website. For more details, refer to articles below:

BIOS, Firmware and Driver Updates

Update Intel Graphics Driver

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. Check device specifications to see if USB-C alternate mode is supported. If not, video ports will not work, but USB and Ethernet may.

Symptom: Computer is not charging or charges at a reduced speed

This multiport adapter 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 60 watts of power is provided.

Use the original AC power adapter and USB-C cable that came with your computer, when charging with this Multiport Adapter. Third-party chargers may not be fully compliant with the USB specification. They may not charge properly or potentially damage to the Multiport Adapter or your computer.

DO NOT unplug the power to the Multiport Adapter while in use. This will interrupt the signal and may cause connection issues.

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

This multiport adapter can be bus-powered by the USB-C port. Some USB peripherals may require more power than the USB-C port on the computer provides. This is more likely to happen when the Multiport Adapter is operating under full load with all ports in use. In this case, connect a USB-C cable and a USB-C AC power adapter to provide additional power.

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

Symptom: HDMI does not work at full 4K 60Hz resolution.

The hub supports HDMI 2.0 resolution up to 4K at 60Hz. You will need a 4K 60Hz rated computer and display to take advantage of HDMI 2.0 bandwidth. Some displays have multiple HDMI input and not all of them are HDMI 2.0 capable so test each HDMI input on the monitor or TV.

Symptom: No signal when connecting to some monitors with DisplayPort input and output.

Some monitors such as Dell P2415Q and P2715Q 4K monitors have two DisplayPort connectors. One of the DisplayPort connectors is for DisplayPort input while the other one is for DisplayPort output. The DisplayPort output is designed for daisy-chaining a second monitor. Please make sure to connect this adapter to the DisplayPort input.

Symptom: Certain monitors only support 4K at 30Hz resolution.

Certain monitors including the LG 31MU97C, Viewsonic VX2475S, Asus PB287Q, and Philips 288P6LJEB may not support 4K 60Hz via DisplayPort. Resolution may be limited to 4K 30Hz. Contact the monitor manufacturer for this information.

Symptom: Audio is not transmitted to monitor through HDMI or DisplayPort

Some monitors do not have built-in speakers. Therefore, audio must be transmitted separately. If audio is supported, please follow the steps below to select the correct playback device:

1) Open the 'Sound' menu by clicking the taskbar

2) Click the headphone icon

3) Select HDMI or DisplayPort as the output device

For more information about our USB-C products including drivers and user manuals, please visit the USB-C page on our website

Article ID: 130
Last updated: 16 May, 2020
Revision: 8
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