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