iDock C10 - 1 PC 1 Monitor black screen

Support
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1

I’ve got a iDock C10 back in April and been working fine for months. Running PC (HDMI & Display port) and Lenovo laptop over USB C. Laptop works fine for both displays but the PC has intermittent trouble with ultrawide monitor (dell 3840x1600) up until recently. This last week the ultrawide display on the PC stopped working and just showing black screen. Using factory cable and if i connecting the PC to the monitor directly it works fine. Tried other cables too that are certified hdmi 2.0 and display port 2.1. No change. works fine directly connecting from PC to monitor but not through kvm. Cable are just the standard hdmi to hdmi & display port to display port (no adapter/conversion). Tried dropping resolution and no change. Tried reducing the refresh rate to 50hz or 30hz and the ultrawide display comes back for few seconds then black screen again. Upgraded the kvm to i believe the most current version 3.1.2 and no change.

BTW, 2nd monitor is a dell 1440p monitor and works fine through both sources (PC or laptop).

Can someone please advise on what else i could try?
Thanks

2

Hello Mike,

Thanks for getting back to us and sorry for this trouble caused.

  1. Which output port the ultrawide monitor connected,HDMI out 1 or out 2?
  2. The “DP in” corresponds to “out 1” and “HDMI in” corresponds to “out 2”,so you can try change check and replace the input cable for check.
  3. How about try this monitor swap to another output port?
  4. And does the Dell monitor working at the ultrawide monitor connected port?
3

Hi Kevin,

Ultrawide is currented connected to HDMI out 1. I have tried moving to HDMI 2 but there was no change. Still black screen.
Dell monitor has multiple HDMI in ports and i’ve tried both. Both have black screen when ran through KVM. Both work fine when directly connecting PC to HDMI IN ports on the monitors (bypassing KVM).
Video card is Radeon 6800 XT and has 3 Display port and 1 HDMI connection. Tried a couple different display port on graphics card but no change.

Please let me know if there is anything else i can try?

Thanks,
Mike

4

Hello Mike，

  1. Only the ultrawide monitor not work at both tow HDMI out with PC and it still working fine with laptop?
  2. And the Dell monitor still working finr,am I right?
  3. Could yout try going to the PC display settings and check doee the PC detected the ultrawide monitor or not Which showing two virtual screens or not?
    If yes and check does the system setup with “diconnect with the monitor” for this monitor?
5

Hi Kevin, see inline below.

  1. Only the ultrawide monitor not work at both tow HDMI out with PC and it still working fine with laptop? Thats correct only the ultrawide does not working on both HDMI out when on the desktop PC.
  2. And the Dell monitor still working finr,am I right? Correct the ultrawide works fine. Been using it with laptop USB-C connection though the KVM all week.
  3. Could yout try going to the PC display settings and check doee the PC detected the ultrawide monitor or not Which showing two virtual screens or not?
    If yes and check does the system setup with “diconnect with the monitor” for this monitor? Not sure i understand the 2nd part of the question. PC does detect the ultrawide monitor in windows display settings. Ultrawide display shows extend to this display.

Please let me know if you have further question or try something else?

Thanks,
Mike

6

Hello,you PC detects the monitor,so could you try lowering its output resolution and refresh rate to have a check.

7

Hi Kevin,

Already tried lowering to all resolution below it down to 1920x1080 and no change. Still black screen.

I tried dropping the refresh rate to 50hz or 30hz and the ultrawide screen comes back for about 3-5 seconds then back to black screen.

Anything else you can think of?

Thanks,
Mike

8

Hi, have your tried factory reset the Ultrawide monitor for a check?

9

Hi Kevin,

Tried reset all setting to factory default on the monitor menu and on the graphic card setting, but no change. Still black screen.

Also, tried using older graphic card drivers that are a few months old too, but no change. Still black screen.

Please let me know if there is anything else i could try?

Thanks,
Mike

10

Hi Mike,

Kindly please try reset the iDock C10 for a check.
Guide to reset C10

11

Hi Kevin,

Trying the reset but not seeing any change. I connected, entered the reset command, and sent. See something in the bottom corner of screen that ‘sending finished’, but can’t tell if it did anything.

Is there more to it than that or should I try something else?

Thanks,
Mike

12

Hello Mike,

Please share your order number and shipping address,phone to me by mail(kevin@avaccess.com),then I will transfer to our customer service.

13

thanks Kevin, send you an email with the info.