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?