Thunderbolt 3 DOCK (TB3CDK2DH) not working with updated Intel Iris Xe Graphics drivers

Hello there,

I have a user with a Lenovo ThinkBook 15 G2 ITL Laptop - Type 20VE and she is using a Startech Thunderbolt 3 Dock (model: TB3CDK2DH).

The Lenovo Thinkbook uses Intel Iris Xe Graphics and lately she's been having issues where she has two monitors connected via DisplayPort and HDMI to the Startech Thunderbolt 3 dock, which is connected to the laptop and then when the Intel Iris Xe Graphics driver updates itself, the monitors will stop displaying entirely, although when I remote in, the monitors work fine.

The laptop recently updated to Windows 10 22H2 and I ended up downgrading the Intel Iris Xe Graphics driver to version 27.20.100.8853 and then the monitors are working fine.

I believe there's some issue between the updated Intel drivers and the dock and was wondering if anyone had any suggestions or ideas on how to resolve this more effectively instead of having to downgrade the drivers every time it tries to do an update.

Thanks in advance,

Jay

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Comments

  • LukasT
    LukasT StarTech.com Employee

    Hello @BCTJayS,

    Thank you for your post.

    I am sorry to hear about the issue your user is having with our TB3CDK2DH. We recommend updating the laptop's firmware, BIOS and performing any updates from the Lenovo Update Center.

    If this does not resolve the issue, next I would suggest visiting Intel's direct website to get the latest version of the graphics drivers as sometimes the Windows distributed driver is not the latest version.

    Thank you for your time for help in troubleshooting the device. We look forward to hearing from you!

     Lukas T

  • Hello, Lukas,

    All the drivers/software/firmware/BIOS is up-to-date on the laptop and Windows updates are up-to-date.

    I am not sure if you read my post carefully, but the problem is whenever the version of the installer Intel graphics driver is newer than 27.20.100.8853, then the monitors connected to the dock will stop working. I have upgraded the driver several times to several different versions, including the latest. and the same issue happens.

    I tried a Lenovo branded dock belonging to another laptop as a test and can confirm both monitors worked with it without issue.

    I believe there's a compatibility issue between the graphics card/driver and the dock. If you could provide any more info or advice, it would be appreciated.

    Thanks.

    Jay

  • LukasT
    LukasT StarTech.com Employee

    Hello @BCTJayS ,

     As you had mentioned that when you remote into the computer the monitors are detected and working, we know that Windows itself can recognize that the displays are detected.

    The reason we had recommended the updates mentioned in my last reply is because we have seen performing updates like these and downloading a driver update direct from the graphics card manufacturer resolve similar issues in the past.

    Can we ask what the models of the monitors being used with our dock are to look into if we have had any reported issues previously with them?

    Would we also be able to ask the model of the Lenovo dock you had tested, and if the other laptop you tested was the same model or a different model? This could help us identify any differences between the setup that worked with the newer Intel drivers compared to the setup with our dock.

    We would also recommend reaching out to Lenovo support to see if they may have heard of any issues between the ThinkBook 15 G2 ITL and any docks that use a Titan Ridge - JHL7440 chip like our dock uses.

  • Hello, Lukas,

    We have updated the Graphics Drivers using the Intel drivers and unfortunately it yielded the same result. We have downgraded the drivers again.

    However, I found an article that states the Intel Iris Xe Graphics Driver version 27.20.100.9466 and above are incompatible with DisplayLink 4K adapters, which is what the Startech dock has. DisplayLink was said to be aware of the issue and was working on a long term solution for this, but the following article was published on 4/22/21 and I don't believe there has been a long term solution found yet. Although it appears some issues with Dell and other manufacturers' docks were resolved using a firmware update.

    Article is here for reference: https://kb.plugable.com/docking-stations-and-video/displaylink-displays-not-working-after-windows-update-or-intel-graphics-driver-update

    Also, according to another article found here: https://www.kensington.com/en-ca/news-index---blogs--press-center/docking--connectivity-blog/how-to-solve-the-displaylink-black-screen-issue-on-11th-gen-intel-cpus/

    The DisplayLink software and drivers are fully up-to-date, but still not working.

    Is there any chance that there could be a firmware update for this dock in the future that might resolve or is this something that your technical/engineering team could look into?

    Thanks!

    Jay