iDock C10 Laptop mode doesn't work

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Order#: [#24329]
S/N: A24I0059

Hi,
I installed the iDock C10. Everything works fine for the desktop part. However the laptop part doesn’t.
My peripherals work (Keyboard, mouse, back ports USB, it even charges the battery), but my screens won’t show up. Laptop I use is a HP Elitebook 850 G7. I tried using the USB-C cable that comes with the iDock, I also tried some other USB-C Cables.

Windows doesn’t detect the screens. I also tried switching the HDMI cables.

Firmware is 4.0

Please help me :slight_smile:

2

Hello Jager,

Thanks for gettin gback to us,and we are truly sorry for the trouble caused.
Just check this laotop and it came with 2 USB-C port,but one is USB 3.2 Gen1(5Gbps） and one is thunderbolt 3.
So could you try conenct to the thunderbolt 3 port for a check.
Best Regards,

3

Hi Kevin,

I tried both ports, i even tried a USB-C to USB-A cable on my USB-A port but none of them show the screens.

4

Hello Jager,
Thanks for your update.
Do you have the TB4 cable to have a try?
Or those USB-C cables you tested which come with USB-IF-certified cable that supports a USB 3.2 Gen 2 cable with the 10Gb/s data rate.

5

Hi Kevin,

I used the cables that came with the KVM Switch. I only have some usb-c cables I use for my phone or headphone. They came with the phone and headphone (Samsung & Sony).

6

Hi Jager,

Thanks for your quickly response.
Seems thos USB-C cable you used are only support data transmission.
If possible to get a Thunderbolt 4 cable or USB-IF-certified that supports a USB 3.2 Gen 2 cable with the 10Gb/s data rate USB-C cable to have a test?

7

Hi Kevin,
I could buy such a cable, however it’s 50+ euro’s. I want the KVM to work properly but how do I know for sure if it solves the issue?

I bought the KVM with a certain discount, if I have to buy an additional cable for it to work, then why is it not supplied with a correct cable? Because then all the discount is gone.

8

Hi Kevin,

I just purchased a Thunderbolt 4 cable (HAMA, 100W/5A, Full featured). Sadly the screens are still not recognized… Any other suggestions?

9

Try to boot from off with Laptop screen closed. I have the same issue that sometimes it is confused on the screen settings. I do a full shut down and start the laptop with the docking station button. See if this helps. If you don’t have a docking station try to start the laptop and immediately close it after powering it up.

10

Hi Heitjer and Kevin,

Thanks for the suggestion. I tried this but my screens just won’t show up.

I also tried checking in BIOS if the DP Alt Mode was enabled. This was the case. I tried turning it off but also that doesn’t work.

Any more suggestions?

11

Hi,
Truly sorry for that,and seems there have a incompatibility issue between our device and your laptop.
Or could you double check the USB-C port specs on this HP Elitebook 850 G7?
I can find it is “USB 3.1 Type-C® with Thunderbolt™ support”,normally, it may come with thunderbolt 3/4 and support DP 1.2 or DP alt mode,so can work with our device.

12

Is the laptop a personal or corporate device?

If it’s corporate, there could be security / DLP software integrated into the USB stack that could be interfering. I’ve seen a number of historical USB/bluetooth challenges on corporate laptops from layered security products.

If you’ve got access to a DVD drive (£10 on amazon), you could boot off a DVD based live OS such as knoppix and see whether this changes anything. It’ll help identify whether the hardware collection works together or there’s something OS / configuration related.

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