iDock C20 - audio and monitor camera/mic not working

Support
1

Hello. I have an iDock C20 connected to a Dell laptop and MacBook Air with a single Samsung M8 monitor. I am unable to get audio when I select “AV Access iDock” as the speaker. If I select the monitor as the speaker, I do have audio out. I am also unable to get the monitor’s integrated webcam and microphone to work.

The computers are connected via the USB C cables that were provided. The monitor is connected via a HDMI cable that came with the monitor.

Thank you.

2

Hi Boaluz,

Thanks for reaching us,we are truly sorry for the issues.

  1. When you selected to “AV Access iDock” as the audio out, the sounds output from the 3.5mm audio port.
  2. Does your monitor have the USB cable connected to C20? As the integrated webcam and microphone would work thru the USB connection but not HDMI.
    Sincerely,
3

Hello Kevin,

Thank you for the prompt response. I tried a USB C cable from the KVM switches single USB C port (excluding the 2 for the laptops) to the monitor’s only USB C port. I also tried USB C from the monitor to USB A on the KVM switch. I did not try USB A to USB A yet because I do not have that cable. I appreciate any additional thoughts that you may have. Thank you.

Boaluz

4

Hello Boaluz,

Thanks for you update.

  1. The audio issue fixed or not?
  2. What is your this monitor brand and model number? We can try have a check.
5

Hello Kevin,

Still not fixed. I have a Samsung M8 monitor. Thank you.

6

Hello Boaluz,

As the C20 come with the two-in-one 3.5mm audio out,so need use the headset with 4-pin connector.
Checked the monitor and it seems need use the USB-A to USB-C cable from our C20 to monitor,and also try ask the support for the Samsung guys.
But I also worry about the USB hub issues,as the USB connection required no more than 7 tiers hub,and I think the monitor also built in the hubs so it have many USB ports to connected with other peripherals. And after connect to our C20 would higher than 7 levels. But when the monitor direct connect to computer will not have this problem.

7

Hi to all. @Boaluz did you manage to find a solution for your issue? I do have the same problem. I have connected a Dell Precision laptop and an MSI Titan on iDock C20. Initially it worked for me and managed to have share audio output to my speakers when interchanging systems. At some point though it stopped. In the device manager the AV Access Dock Speakers device is dispayed as a normal installed audio device. So it is a bit weird why suddenly it stopped working. Greetings

8

Hi Yannis,

Truly sorry for the issue.
As you mentioned that the “AV Access Dock Speaker” still displayed as a normal audio device, and did it set to the audio output channel after switched between two computer?
Or you can try reboot the laptops and iDock C20 to have a check.

9

Dear Kevin,

Thanks for your swift response. I am attaching a small gif presenting my system behavior. Of course I have tried resetting everything multiple times. I have the feeling that the issue is driver related. If you check the behavior you will see that when I select the AV Access iDock audio I have no fluctuation on the volume bar. Though the sound from my playback is not lost but it remains in my previous device even though I have selected the AV.

ApplicationFrameHost_sXPlvKlUHe

10

Hi Yiannis,

Thanks and you can try going to laptop Device Manager> Sound, Video and Game controllers: find the USB Audio Device and try update the driver or uninstall and reinstall it to have a check.

11

Hi Kevin. Unfortunately it didn’t work. I removed AV access iDock deviced and reinstalled but got the same behavior. While I am getting audio (playing a video) from my BT Headphones (or the laptop speakers) and then change the sound device from my try sound controls, the AV Access sound device is selected but the audio continues playing from my headset.