C20 laptop disconnecting and reconnecting

Support
1

Hi support,

I recently bought iDock C20. My setup is following:

  • two lenovo laptops connected to C20 with USB-C cables provided by you (part of the package)
  • two screens DELL-S2722QC, both connected with HDMI cable, resolution 3840x2160 60Hz
  • mouse, keyboard connected using front USB (wireless)

Issue: both of my laptops got disconnected occasionally. Sometimes it’s once per few hours, and sometimes it’s every few minutes. The connection is always established back in few seconds, but it’s pretty annoying.

Both of my laptops have the latest drivers (managed by my company).
C20 Serial number: A24F0483, purchased 17Sep 2024.

Please advise.

2

Hello mate,
Thanks for getting back to us and we are so sorry for the issues.
The disconnect issue happened is only the monitor or both the USB devices(USB-C connection)?
If only the monitor,can try replace to other high-end HDMI cable for a check.
Could you try lowering one monitor’s resolution to 2K or 1080P to have a test does this issues still happened or not?
What is your laptop mode and how about try connect their power adapter for separate charging directly?

3

Hi Kevin,

thanks for answering. Please see below:
“The disconnect issue happened is only the monitor or both the USB devices(USB-C connection)?”
The connection between laptop and C20 is interrupted - I also hear a sound from my laptop speaker which is the same if I pull the USBC cable out from computer

“Could you try lowering one monitor’s resolution to 2K or 1080P to have a test does this issues still happened or not?”
Will try and report.

“What is your laptop mode and how about try connect their power adapter for separate charging directly?”
Laptops are not connected to separate power adapter, they are charged via USB-C cable from C20 - this is why I bought your device and not another cheaper product - to have only one cable per laptop on my desk. I will try to use power adapter and report if this fixes the issue, but I am expecting the product to work as described.

4

Hi Kevin, an update:

“Could you try lowering one monitor’s resolution to 2K or 1080P to have a test does this issues still happened or not?”
Tried that, does not help.

5

Hi,kindly please try upgrade this firmware to have a check: firmware link

6

Hi Kevin, thank you for providing firmware link. I have updated C20 as described in the manual, without issues. I will try to do some tests and report the status.

7

Hello there, thanks a lot and looking for your update.

8

Hello.
After testing for few days, I can confirm that issue is still present, but less frequently.
Is there an option to export the logs from C20 to send it to you?

9

Hello, sorry that for now not have the way to export the log from your side.
we are try doing more test to reproduce this issue in our lab,so engineer can have a check.