C20 Issue: Monitor not waking up from standby or from startup

Support
1

Hi guys,

Laptop 1
Microsoft Surface PRO 7th Edition
Snapdragon(R) X 12-core X1E80100 @ 3.40 GHz 3.42 GHz
64-bit operating system, ARM-based processor
Laptop 2
Lenovo ThinkPad x13
11th Gen Inter(R) Core™ i5-1135G7 @ 2.40GHz 2.42 GHz
64-bit operating system, x64-based processor

Monitor 1
DELL U2723QE - 3840 x 2160, 60Hz
Monitor 2
DELL U2520D - 2560 x 1440, 75.02Hz

Both Laptops and Both monitors are connected by USB-C cables that came with the iDock C20 and new HDMI cables to the iDock C20.

I just got this C20 after I had been using the B30 and having any issue with that (but that’s a story for another day)
This issue now is whenever the Surface PRO goes into sleep mode and I wake it up, both Monitors never come on. I have to remove the USBC (sometimes multiple times) before both monitors wake up.
This always happens on the Lenovo but not all the time.
Sometimes when the eventually wake up Monitor 1 is distorted (its just got static one the screen)

Please can someone help me out.
Kevin from tech support originally was helping me with my B30 issue, we tried to update the firmware but we both couldn’t.

2

Hello Owen,

we are truly sorry for this issue.
Kindly please test: lowering the 2723QE monitor work at 3840x2160@30Hz and 2520D monitor work at 2560x1440@60Hz,can they work nromal or not?

Then if possible,do you have other USB-C cables can have a test which come with USB-IF-certified cable that supports a USB 3.2 Gen 2 cable with the 10Gb/s data rate,or Thunderbolt 4 cable.
Best Regards,
Kevin

3

Hi Kevin

I am not at home now so I cannot use those resolutions, when I get back home and test I will let you know.

As for the USB-C cables, I am using the ones supplied by you in the box. Can you please confirm the exact USB-C cables I should get. Maybe send a screenshot or a link ?

thanks

4

Hello, you can check this cable:https://www.amazon.co.uk/StarTech-com-3ft-USB-Cable-10Gbps/dp/B09J9BXFFD/ref=sr_1_1?crid=2CUWK4X0VM9JV&dib=eyJ2IjoiMSJ9.iVe88f0ovMIbLy8XjBz4eW84MO0zaq_pCIzOxZNv-Uw60MgRZTr5rvkcGeER_3JkfjOCOtd7-1zEQbi-kMmp052lpBRSXMU8IQl9qZajDCcJQ3ZMbWxRPTr8iuaYsZ2XbQTBhcG-Gk0hGH6upf9poO0IUMrU5SZU_813M8AT4OQshbgKYUW2aPao6fBTiVjDhhIgHcMnKpQFHfjIGZeEPU4KCYayLU28MALsXMwwdtM.FYN2-BmLBNECgpi-k5O6tB6bJ_T_8L5VodO51uu0F24&dib_tag=se&keywords=startech.com+3ft+USB-C+cable&qid=1727109529&sprefix=startech.com+3ft+usb-c+cable%2Caps%2C569&sr=8-1

5

Hi Kevin I have tried what you said but it’s not working. I am still having the same issue. I have swapped Laptop 1 to my old Intel based laptop and I don’t have the issue. So I think your kits are not optimized for armed based machines. Am I correct?
Thanks

6

Hello Owen,

Truly sorry to keep you waiting.
We will have a new firmware version in next weeks as it is under the testing.
If you would like and we wwant share to you to upgrade and check once it is in ready.

7

please can I have an update on this?
I need to know what going on
when am i getting this update please
this is taking too long

8

Hello Owen,

Truly sorry to keep you waiting for a such long time.
The new version is expected to be released by the end of this month.

9

hi Kevin

Its almost the end of Oct and still no firmware.
it was supposed to be the end of September when I raised the issue.
Please can I get an update now,

Thanks

10

Hello Owen,

Truly sorry to keep you waiting,the new version under testing and will release to you once it is in ready.

11

This not right Kevin
2 of your most expensive KVM and I can’t use them
not cool.
Please can I have an ETA

12

Hello Owen,
Sorry and just check with engineer as the new version has a problem and they renew another new one,and the testing date would ba take about 2 weeks and that would be ready two weeks later.
Apologized to keep you waiting such a long time.

13

Kevin this has been 20 days since
Please I need to return both KVMs and I want a refund
how do I do that ?

14

Hi Owen,
Truly sorry for keep you waiting.
Here is the new firmware and kindly please try have a upgrade to check :Firmware