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Technical Support

Problem1: There’s no video output after connecting the product .

Solution: To confirm compatibility, please check whether your computer supports Thunderbolt 3. Often, many confuse USB C ports as Thunderbolt 3 ports since they are the same shape and size. Please make sure the port you are plugging the product in has Thunderbolt 3 capabilities. You can check this by looking up your computer’s specifications online, or by contacting your computer manufacturer’s customer support.

Problem2: My computer supports Thunderbolt 3, and the port I’m plugged into supports Thunderbolt 3, but there is still no video output.
Solution: In order to confirm whether the product is working, first test your computer port by plugging in a USB device, such as a mouse or keyboard. If this is confirmed working, plug these USB devices into the product, and plug this product to your computer. If there any issues, replace the wire. Another possibility for no video output is the wires used to connect the displays. It is recommended to use HDMI 2.0 and DisplayPort 1.4.3. When plugging in 2 or 3 monitors simultaneously, some flashing might occur on the screen, indicating the product has reached its max resolution, and cannot support the bandwidth of multiple monitors. A solution to this would be to use lower resolution monitors when using multiple monitors.
Problem3: The display has occasional flashes after connecting a display.
Solution: The computer could have possibly entered power-saving mode. Switch your computer to high performance mode or disable power-saving mode.
Problem4: My mouse and keyboard appear to be stuck.
Solution: Please use the USB 2.0 ports (recommended) instead of the USB 3.0 ports. These are located farthest from the USB 3.0 ports. You have the option to use an extension cord to reach the USB 2.0 ports. If you are seeing a display, but your USB ports are not working, a reinstallation of your USB drivers should solve the issue. After, restart your computer and unplug the product, then plug it back in.
Problem5: My USB devices are detecting, but it’s showing an error on the screen that it’s not recognized.
Solution: 1.Connect the PD first, then connect all other devices, and finally reset the SMC (System Management Controller).
2.Please unplug and re-plug.
Problem6: My computer audio is not working after I connected the product.
Solution: There could be a chance that your computer has defaulted to the audio jack on your product. Simply switch the default speaker back to your desired speaker output (i.e. your laptop speakers) to resolve the issue.
Problem7: There’s a lot of interference and static when using the audio from the product.
Solution: Please double check to see if your audio cable is firmly secured onto the product. Also, try to use different audio cables to ensure your cable is working properly. Another possibility is that the interface might be inconsistent (the interface used in our product is CTIA).
Problem8: I am not able to connect to the internet via ethernet.
Solution: Please make sure you have a functional ethernet cable to use with the product. You can ensure if a connection is detected through the wire by observing the flashing light indicators on the ethernet jack of both the router and the product. Make sure you have a working internet connection by attempting to use other devices, such as your cell phone, to connect to the internet. Usually, a quick restart of your modem and router resolves the issue. If the green light is on and the yellow light is off, this could mean the router is detecting a connection to the device, but there is no internet access. Our product supports internet speeds to 1 Gbps. Generally speaking, if there are lights on the ethernet jack of the product, but there is no internet, there might be more issues with your home network (such as IP conflicts/settings, drivers, or hardware issues).

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