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.
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
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 ?
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
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.