iDock C10 - laptop USB-C dual screen not working

Support
1

Hello,

I ordered an Idock C10 the KVM works well with my desktop and dual screen . Unfortunately the video is not working with my laptop i get the power, mouse and keyboard but my dual screen is not working with my laptop connected to USB-C. I changed the USB-C as well as HDMI i also tried to change screen with an old one and still have same behavior.

Could you please help me to make it work ?

Thank you,

2

Hello Ali,
Thanks for reaching us and we are truly sorry for the issue.

  1. Does the laptop recognized the monitors or not? Please check in the laptop display setting.
  2. If the laptop detected th emonitors and please try lowering their resolution and refresh rate to have a check.
  3. If not and what is your laptop model? Does its USB-C port come with thunderbolt3/4 based or support DP alt mode?
  4. Are those your own USB-C cable come with USB 3.2 Gen 2 and support 10Gbps data rate? Need the cable following this specs.
3
  1. Does the laptop recognized the monitors or not? Please check in the laptop display setting. I don’t see monitors there, also monitors are not present in device management.
  2. If the laptop detected th emonitors and please try lowering their resolution and refresh rate to have a check. I tried also to change resolution and frequency with still same behavior → Monitor not detected
  3. If not and what is your laptop model? Does its USB-C port come with thunderbolt3/4 based or support DP alt mode? I tried with my laptop HP G10 (thunderbolt)
  4. Are those your own USB-C cable come with USB 3.2 Gen 2 and support 10Gbps data rate? Need the cable following this specs. Yes used the one coming with the dock and a starteck 3.2 gen 2 (2m)

The firmware version of the iDock is v4.00

4

Hi Ali,
Thanks for your quickly response.
Does the laptop is HP Elitebook 840 G10?
Do you have the thunderbolt 4 cable can have a test?

5

Hello Kevin,

My laptop is an Elitebook 1040 G10.
I tried to use the same usb-c cable from work that works with docking + dual screen ==> same issue don’t have display on monitors

6

Checked this laptop and it come with the thunderbolt 4 port,so do you have the TB 4 cable can try have a test?

7

I tried and still the same the cable from work is TB4

8

Hi Ali,
Thanks for your update and has informed our customer service to follow up the RMA request.