Troubleshooting
Troubleshooting
The device doesn’t work.
1. Please check if the POWER LED is light on the front panel.
2. Please make sure to use the 20V/10A power supply provided in the
accessories. An unsuitable or insufficient power supply may damage the
product.
Do not show/output dual 4K videos simultaneously.
1. Please make sure to use the USB-C to USB-C cable provided in the
accessories.
2. Please make sure to use the USB-C notebook that supports DP alt mode
and DP MST mode.
3. The latest Mac computer with an ARM processor can only support DP SST
mode, so two duplicate contents will be displayed.
4. Please use a laptop with a Windows operating system with a discrete
graphics card. The Intel integrated graphics performance may be
insufficient, resulting in unstable or flickering videos.
5. For notebooks using GeForce RTX 20 series and above graphics cards, we
recommend setting up two 4K@60Hz resolutions.
6. For notebooks using GeForce GTX10 series graphics cards, we
recommend setting up two 1080P@60Hz resolutions.
7. For notebooks using the integrated graphics card, please do not set the
resolution of both monitors to exceed 1080P@60hz.
8. If one of the two monitors displays a higher resolution and the other only
displays a resolution of 800x600 or below, please adjust the resolution of
the monitor with a higher resolution downward to 1080P@60Hz. At this
time, the other monitor can choose a larger resolution.
Wireless mouse and keyboard are not responsive.
USB-IF has confirmed that USB 3.0 will interfere with the 2.4G dongle
receivers used by wireless mouse and keyboards. You can check whether a
USB 3.0 device is connected next to the wireless dongle accessory. Please
connect the USB 3.0 to an interface far away from the wireless dongle, for
example, connect wireless dongle and USB 3.0 devices to both sides of the
device.
Video flickering/unstable.
1. Please make sure to use the correct cable. Please use HDMI 2.0 and above
cables for HDMI.
2. For USB-C, please use the built-in cable or a USB-IF-certified cable that
supports a USB 3.2 Gen 2 cable with the 10Gb/s data rate.
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