I purchased the AV Access iDock C10 for my personal desktop gaming computer and my laptop (HP ZBook Firefly 14" G10). This is my work laptop issued from my company. At work, my laptop is connected to a dock station with dual monitor/1 laptop capabilities via usb-c connection. I am also able to charge at my docking station using the usb-c connetion.
The problem I am having is the following:
When KVM switch is on the personal gaming PC:
–keyboard, mouse, both monitors (one ((Onn monitor)) is connected to the hdmi output directly and the other ((LG gaming monitor)) is connected via an active adapter from hdmi to dp), microphone and headsets working flawless.
However when I switch to the laptop:
–all works except the monitors.
Also would like to note that the usbc connection from laptop to iDock C10 is also charging the laptop.
Troubleshooting done so far:
–My laptop is also not detecting the monitors at all in the device settings list nor when I go into my display setting and press “Detect” under the multiple monitor settings
–I attempted Windows-P to see if the display was not on “extend”
–I wanted to see if there was an issue with the monitors to the laptop so I directly connected the monitors to the laptop (bypassing the iDock) via HDMI port on laptop and both monitors were able to display (duplicate and extend).
I am not sure what else it could be. I am using all the cables that was in the box to the iDock as well. Please help.
Thanks for reaching us,we are truly sorry for the issue.
Where you purcahsed this product from,on our website or amazon store? What is the order number?
What is the device’s serial number(A2****** get from the device bottom)
Could you try going to the BIOS setting and check does this options “Enable High Resolution mode when connected to a USB-C DP alt mode dock” enabled or not,try disable it for a check.
If possible,and try increase the graphics card memory in BIOS setting for a check.
Can try replace with your own USB-C cable which come with USB-IF-certified that supports a USB 3.2 Gen 2 cable with the 10Gb/s data rate.
And if you have your own laptop can try have a test.
Best Regards,
Kevin
1.I order through Amazon Order# 113-5573097-4764208
2.Device S/N: A23K0888
3-4. Since this is my work laptop, I do not feel comfortable messing with the BIOS settings. I can say the docking station provided by the company at work is a Starlink (not sure of the model but can provide it if it helps)
5. Tried a starlink USB-C that was suggested in a similar post and it did not work
6. I do not have another laptop that supports USB-C at this current time.
please help share the docking station model number,so we can have a check.
Going to settings/ About/ Device specification: help take a screenshot share with us
Press the “Win”+ “R” buttons together pop up the “Run” windows and input this command “msinfo32” and will open the system info page,share us the " System model" or take a screenshot more better.
appreciate for your help.
I had the same issue with my company laptop. Everything worked, except the dual monitors were not detected by the laptop.
My colleagues advised me to turn off the laptop. Remove the battery. Press the power button a few times to release any power. Put back the battery.
Now try to connect your laptop again. For me and some other colleagues it worked.
It is a Startech.com USB C Dock - 4K 60Hz Quad Monitor DisplayPort & HDMI - Universal USB-C Docking Station with 100W Power Delivery - USB Hub with 1x USB Type-C & 3x USB-A, Ethernet, Audio.
could not find the Device specification via the directional route you given.
HP ZBook Firefly 14 inch g10 Mobile Workstation PC
My company laptop is a Fujitsu Lifebook U-series (i5). I am connected only via USB-C (Thunderbolt) and Ethernet. After performing the battery trick, both external Samsung monitors LS24R650 are detected by the laptop.
Unfortunately, it seems i have to perform this trick every morning. I started the day with the monitors not being detected. After performing the trick, it worked again.
How can i make the detection permanent?
Regards,
Alexander
ps i installed the latest firmware, but that didn’t help for this problem
Both my company Windows laptop and personal Chromebook need to be plugged in with AC poweradapter to recognize both external monitors at boot. My company Windows 10 laptop Windows determines when it is using the battery or the AC poweradapter (when it’s plugged in, it doesn’t automatically mean it is running on AC power because of battery saving options that i cannot control unfortunately), so the quickest workaround is that i leave the battery out, when i am working at home. That is the only way to force the laptop 100% to use AC power. I hope you can maybe solve this in the software of your device, but it might also be by design of the laptop / chromebook.
Regards,
Alexander
Hello Alexander,
Appreciate for your update,and could you help to check that what is your two laptops’ power requirement? Can share their power adapter output info.
Sincerely,
Kevin
The Fujitsu is unfortunately a company laptop, i can’t update / change anything.
Until now this was my scenario:
I am working on my company laptop with eventually the monitor screen and both external monitors working.
When my shift is over, i shutdown the laptop and keep it connected via the thunderbolt connector to the C10
I switch to my personal computer
I game on my personal computer for a while and i turn the computer and external monitors off
Next morning i turn on both external screens, switch to the laptop channel, the laptop is still connected via thunderbolt
I turn on the laptop. Unfortunately, the external monitors are not detected and i have to remove the battery from the laptop to solve the problem
Today i came home with my laptop, first booted the laptop and logged in. Only then i connected the laptop via thunderbolt.
Now the screens were both detected.
What is the right way / order to connect the laptop and have both external monitors detected immediately?
This morning i got lucky. While the battery was in the laptop and the battery was not charging at the moment, i booted the laptop and logged in while it was connected via thunderbolt. When Windows was fully booted, i turned on my external monitors one after another. Now the monitors are detected. I will try this routine for the next couple of days and see if this is a good way to detect the external monitors without having to remove the battery from the laptop each morning.
Appreciate for your sharing and please keep update for us.
What’s more,double check with you that the two monitors be detected and work fine when they turn on after your laptop booted,am I right?
Will discuss with engineer about this good news and check if there have more details we can found out.
Unfortunately, yesterday morning i was not so lucky. The laptop was running on external AC Power, because i left out the battery. I tried turning on both external monitors only after i was logged in, but could not get the monitors detected. I tried various tricks [Windows P - extend][CTRL SHIFT WINDOWS B], again turning off and on of the monitors. Replugging the thunderbolt connection between the C10 and the laptop. Turned off the laptop and turned it back on. Nothing helped.
So i disconnected the laptop and made sure it was turned off again. With no AC power and the battery removed, i had to push the power button off the laptop multiple times, to make sure there was no power left in the laptop. Only then i reconnected everything, including the monitors and turned all devices on. Only now the external monitors were detected.
I am not a laptop / Windows specialist, but somehow the laptop has to be really out of any power for a while to be able to detect the external monitors again via the C10. My next test i will focus more on powering off the C10 when the monitors are not detected, see if this will trigger something.
Regards,
Alexander
Did you find any solution, tips?
Having similar same issue, switch works perfectly, until the laptop started sleeping and needs to wake up. It wakes up, keyboard and mouse are perfectly working, except video stays blank, until replugging the USB-C cable multiple times
I’m having the same issue. My desktop works great, but the laptop (HP Elite Dragonfly Chromebook) doesn’t have any output on the monitors. It has worked fine with basic USB-C hubs with DisplayPort output ports (even supporting DP MST). I’m using the included USB-C cable FYI.
My desktop is Linux, so I’m not sure if you are able to provide a firmware update that I can run from that. If not I do have a spare hard drive I can install Windows to.
Let me know if I should start a new thread for this issue.
UPDATE: Okay it seems to work fine now after restarting my laptop. One thing to note is that switching to the desktop is super fast, but switching to the laptop is super slow (at least 10 seconds). It takes so long that the monitors start going to sleep due to no signal.
UPDATE 2: Spoke too soon. It only works the first time after shutting down (restart doesn’t fix it) and powering back on. If I switch to my desktop and then back to the laptop, I get no signal again (waited a few minutes to confirm). In addition, if I have it working and I reconnect the USB-C cable from either end, it stops working completely and I have to shutdown/power on again.
I’m hoping the firmware update addresses these issues because if not then this is unusable for me.
