iDock C20 is turn off, turn on and overheating a little too

Support
1

Today my iDock c20 arrived. After start to use it a couple hours this start to turn off and turn on after a seconds… Is this normal or is this model defective?

2

Hi,

Thanks for reaching us and we are so sorry for that,but there have some more points wanna check with you:

  1. The turn off and turn on issue is mean the monitors? Or the iDock C20?
  2. When this issue happens, what is the LED lights( power and switch 1/2) status when it is turn off?
  3. If is the monitors turn off and turn on, are the laptop system prompt the USB disconnect and reconnect sounds?
  4. What were you doing on the laptop when the issue occurred?
3

Hi Kevin,

I mean this happened with the iDock. Just a flicker is enough that all devices turn off and then turn on.

This doesn’t happen immediately. After time, a couple hours more or less, the error happens. And the iDock reduce frequency time to flicker.

Instantly, the LED lights turn off too. Power and switch lights 1 or 2 turn off too, depend on the laptop I’m using in that moment.

This is like flicker only. At same time the laptops are on laptop stand, using the power cables by iDock.

I summary, all devices that are plugged to iDock turn off.

The behavior is like a overheat. But the iDock is not hot.

4

Update…

I forgot explain setup.

I’m using BenQ RD280U monitor (HDMI OUT1), 2 lenovo laptops.

  • ThinkPad X1 Carbon (USB-C IN1),
  • ThinkPad T14 (USB-C IN2)
  • Monitor stand with wireless and USB devices (USB-A).

The mouse and keyboard are working with bluetooth connection. Finally i’m using Yeti X mic through Monitor Stand’s USB.

I could see there is a issue using BenQ monitor with duplicate monitor setup to both laptops.

Do you have suggestion to fix it?

5

Update:

I have had testing iDock c20 with both laptops and found a behavior with windows 11 (X1 Carbon).

If i want the turn off and turn on stop I must use thunderbolt cable. If i use original iDock c20 cable to connect from KVM to laptop the connection keep unstable. But if i use DP cable keep stable.

I used BenQ monitor’s thunderbolt cable to test KVM to X1 Carbon connection.

KVM to T14 connection keep stable using original KVM’s cable

Could you give me feedback?

6

Hi，

Thanks for your update and so sorry to have kept you waiting.
But you mean the X1 Carbon use the thunderbolt cable can fix the issue and T14 still work well with our provided cable, am I right?
If so and that wiuld be the provided cable have the compatibility issue with your X1 laptop, by the way, the USB-C cable come with USB 3.2 Gen 2 10Gbps data rate, so this may also cannot meet your X1 laptop so can work with the thunderbolt 4 cable which come with higher data rate, mostly is 40Gbps.

7

UPDATE…

Hi Kevin,

Right, the thunderbolt cable keep the stable connection more time with windows 11 and X1 Carbon than original cable with T14 laptop with Windows 10.

That was first days. After time the stable connection was deteriorating.

Other side, the original cable with T14 and Windows 10 is worse. If the signal lost this is recovering after 10 or more minutes. This keep stable 5 minutes more or less and then get lost again and so constantly.

I did test without KVM. HDMI directly to both laptops and these works fine.

Other test I did is HDMI cable from monitor to laptop directly. Then i connect Thunderbolt cable from KVM to Laptop and speakers to 3.5 composite hearphone jack. The result was the image keep stable, meanwhile sound was changing from laptop to speakers.

Even I used 5gbps hub that is not 4k and works fine too. Using USB-C cable from monitor to hub and then the original cable hub to both laptops. That works fine too.

At the end, I have come the conclusion that HW is damage, could be power supply or the power peripheral. Because is very explicit the issue with the KVM in the middle. Both laptops have had losing the signal and recover after while time and keep the same behavior all time I’m working both.

Is there anything advice to me?

8

Hi,

Thanks for your update.
Where you bought this device and what is your order number?
If purchased from our official website directly and please submit the RMA form and I will notice our customer service help to arrange new replacement for you.
If you bought from Amazon, please share your order number and shipping address to my by email(kevin@avaccess.com) then I will transfer to our services team.
Best Regards,

9

Hi Kevin,

Thanks for your support. I’m really sad because I’m steel thinking this is excellent solution. Unfortunately this was damaged.

I will be buying again as soon as possible it will be refund it.