iDock C10 | Dual Monitors & Peripherals work for Desktop but NOT for Laptop

Support
24

Hello there,

Thanks for reaching us and we are sorry for the issues.
Please fownload the new firmware:iDock C10 new firmware
You can upgrade it thru your HP laptop.

25

If this was directed at me then Iā€™m not able to upgrade via my HP Laptop because itā€™s a Chromebook and it looks like this firmware update requires Windows. I do have an HP Pavilion 15-ec1073dx that is running Windows, but sadly it does not have a USB-C port that supports DP Alt mode.

26

Hi Iperez,

Sorry,where you purchased this product? and What is your order number?
You can try use the ProAVManager software to check its current version over the USB-A to USB-B cable on your HP laptop.

27

Hi Kevin, I purchased from Amazon and my order number is 114-9295505-2180216. I already ran ProAVManager to update the PC side of things, but it looks like the other one updates the laptop side of things and that is the one Iā€™m unable to run because I donā€™t have a windows laptop that supports DP alt mode. Is there any other way to update the firmware for the laptop side?

28

Hello Ian,

I got the reminder from our colleague that you has a phone callded with him(who is Johnny) and this product cannot feed you needs and want return to amazon.
We are truly sorry for the inconvenience with you.

29

I gave up trying to fix both external monitors not being detected when working on my laptop. For my configuration there seems to be only 1 working solution that works every time:

Every morning with all power sources removed (no power supply, no usb C, no battery) i press down the laptopā€™s power button a few times to release any power that is still in the laptop. Then i connect the laptop via usb C and power on the laptop. Now both external monitors are discovered by the laptop and i can work without any problems the rest of the day.

Itā€™s not what i hoped for when buying this product, but still better then switching multiple cables every day. This year i will receive a new company laptop, maybe iā€™m lucky and this issue will be gone.

Regards,
Alexander

30

Hi all,

Iā€™ve encountered the same problems after upgrading from Windows 10 to Windows 11. To work around one of the issues, I changed a setting:

  1. Go to System > Power & Battery
  2. Under When I plugged in, put my device to sleep after, set it to Never.

I hope there will be a firmware update to fix this issue, as it seems conflicted to what AV Access mentioned about the wakeup function for Idock C10.

Additionally, Iā€™m having trouble with shutting down and restarting my laptop:

  • When I try to shut it down, the fan keeps running, and I have to hold the power button until the fan stops before I can turn it back on.
  • When I restart, it behaves like a shutdown: the screen goes black, and Windows wonā€™t start up again.

Does anyone have the same issue?

31

Hello Phat,
We are truly sorry for the issue.
Does the iDock C10 work well before your laptop update to windows 11?
When you purchased this product and what is your order number?
What is the device serial number(A2*****)?
Please try upgrade to our new firmware version(V3.1.2) if your C10 come with different version which can check thru the ā€œProAVManagerā€ tool after downlaod the firmware: iDock C10 new firmware V3.1.2

32

having exact same issue.

** [1] Laptop [work device] - Used to work, stopped working last week - dual monitors NOT WORKING (*working fine when connected directly to laptop) ; camera and peripherals working ok.

** [2] PC - works fine

Changed USB Cable [ Silkland USB C Monitor Display Cable; 4K@144Hz/60Hz 8K@30Hz, USB C 3.2 Gen 2x2 Video Cable, 20Gbps Data Transfer, 240W PD Fast Charge]

33

Hello,
Do you have other laptop can tr have a test?
Then kindly you help share more detail about your order number and device serial number(A2****) to our support email address,then we can check and get back to you.

34

Iā€™ve tried 2 different laptops- exact same issue.
Monitors not working when I switch to [1], peripherals working ok.

whatā€™s your email address please?

35

Hello Bar,

Please email to kevin@avaccess.com
Share your order number and the device serial number(A2******).
Thanks.

36

Hi Kevin,

I think I had problems with the wake-up function before my laptop was upgraded to Windows 11. My laptop had a workaround set up, which is why Iā€™m not experiencing those issues now. However, after upgrading to Windows 11, it seems that this configuration is missing.

Additionally, I still had issues with the shutdown and restart features even before the upgrade.

My order number is #30318, placed on July 17, 2024, and my device serial number is A24D0891.

Iā€™m currently using firmware version V3.1.2.