Chapter 5 FAQ and After-sale Service
This chapter contains the following sections :
• FAQ
FAQ
Q1. Why is this Thunderbolt 4 dock not working properly on my Thunderbolt 3 Windows computer?
A1: Thunderbolt 4 technology is a relatively new innovation, it may have some issues about compability if TBT 4 devices were used in Thunderbolt 3 hosts. It is recommended to use the recommended configuration simultaneously while using this TBT 4 Dock, and it will work properly in common MFDP hosts, but only one of the Thunderbolt downstream ports will have video output.
Q2. Why can't the Thunderbolt downstream ports of this Dock reach 8K resolution when the TBT 4 Dock works with my computer?
A2: This TBT4 Dock can reach up to 8K resolution, and the resolution and refresh rate of the Dock's Thunderbolt downstream ports depends on the graphics card capability of your computer.
Q3. Why does the Thunderbolt downstream ports just support one video output when the TBT 4 Dock works with my computer?
A3. That's because every computer has different hardware and software design. For example, some computers such as TBT 3 computers, M1 Apple MAC, and MFDP computers, their Thunderbolt interfaces only support one video stream output.
Q4. Why does my dock get hot when I use it?
A4. This is what it's supposed to be like when the dock is working and we suggest that you put the dock in a relatively open area for a better heat dissipation.
Q5: Why is there no display after I connect the dock to the USB-C port of my laptop?
A5. You should make sure that your computer supports Thunderbolt 3/4 technology, and you should upgrade the GPU/Thunderbolt 4/5 Driver and BIOS to the latest.
Q6. What should I do if the dock cannot deliver power to my host laptop?
A6. Please make sure that your laptop supports USB-C power delivery.
Q7. Why doesn't the 2.5Gbps Ethernet port achieve its full 2500Mbps speed?
A7. Due to the bandwidth limitation of Intel Thunderbolt, the maximum speed is limited about 1300-2000Mbps.
Q8. When multiple monitors are connected to the Windows computer, why does only one monitor extend while the other either doesn't doesn't display or shows the same content?
A8. For computers with NVIDIA graphics cards, connecting two HDMI ports to 8K monitors may result in mirrored displays or one monitor failing to show any output. In such cases, you must disconnect the 8K monitors and restart the computer. If you need to configure multi-screen extended mode on a Windows PC with an NVIDIA graphics card while using 8K monitors, avoid the HDMI+HDMI setup. Instead, we recommend using a Thunderbolt 4 (TBT4) + HDMI combination for optimal performance.
Q9. What is DSC(Display Stream Compression)?
A9. DSC (Display Stream Compression) is an image compression technology that allows high-resolution images to be transmitted over limited bandwidth, enabling DSC can reduce data transmission while maintaining high resolution, providing clearer and more detailed image quality.However, some computers may not support or have DSC functionality enabled, which can result in a significant decrease in display resolution.
After-sale Service
