iDock C20 problem with seeing 2 displays

Support
1

I have 2 laptops
Asus B1500CAEA
HP 640 G9

And 2 monitors AOC Q2790

HP connected to iDoc work OK, but on ASUS connected to iDoc works only USB devices (mouse/keyboard, headphones) no connection to all display

Asus work fine with another USB-C hub HP G5

Regards

3

Hi Tomaz,
Thanks for getting back to us and we are truly sorry for the issue.
Kindly please double check the Asus laptop model number as I cannot found it on the internet.
Then,our iDock C20 came requires the laptop USB-C with the USB 3.2 Gen 2 and 10Gbps data rate,so you can check the Asus laptop’s USB-C port.
And it is came with DP alt mode and DP MST mode,but not the Displaylink or Thunderbolt protocol based.

Best Regards,

4

By the way,if the Asus laptop detected the monitors and just no video output,kindly please try lowering their output resolution and refresh rate for a check.

5

Hi Kevin
small mistake in laptop model Asus B1500CEAE

Laptop didn’t detect monitors

6

Hi Tomasz,
Appreciate for your clarifying.
So the USB-C port came with Thunderbolt 4 based or USB 3.2 Gen 1 as it have a note that “Thunderbolt 4 and MicroSD card reader are available on selected models and markets only”.
If you would like and you can try get another USB-C cable to have a check which came with USB-IF-certified cable that supports a USB 3.2 Gen 2 cable with the 10Gb/s data rate.