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Cable Matters 201014 USB-C Multiport Adapter Troubleshooting
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.
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, Thunderbolt 3 firmware, Thunderbolt 3 driver, and Intel Graphics Driver from the manufacturer website. For more details, refer to articles below:
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: 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 require 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 peripherals. 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 macOS
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: Ethernet stopped functioning on macOS after upgrading to 10.13 High Sierra
Refer to below article about User-Approved Kernel Extension Loading on macOS 10.13 High Sierra
Symptom: MacOS crash when connecting to some certain projectors through the VGA port of this adapter
We have noticed that this issue is caused 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 / keyboard 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.
Symptom: Audio is not transmitted to monitor through HDMI
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 searching or right clicking the sound icon on the taskbar
2) In the Playback Tab, select the display with HDMI
3) Click Set Default
4) Click OK to save the settings
1) Open the Apple Menu and go to System Preferences
2) Click the Sound icon
3) Click the Output tab
4) Select the display with DisplayPort
For more information about this product including the driver and user manual, please visit the item page on our website