DK31C2DHSPD Blank/Static Screen Issues

Docks, Hubs, Display Adapters
1

I’ve had my DK31C2DHSPD dock now for several months now. I have three monitors connected to it: 2 monitors connected via the display port connection using Display port to HDMI Cables and 1 connected via the HDMI connection using an HDMI to DVI Dual Link connector.

I keep having constant connection issues-

The monitor on the HDMI output has to be unplugged and plugged back in several times in order to get it to connect. Sometimes it connects with absolutely no issue, but it’s rare. It’s extremely annoying, and it makes no sense as to why it works intermittently but often fails to connect.

The monitors on the display port go blank extremely often for a few seconds during use then turn back on. One sometimes only comes back as a white screen, or they both will come back with fuzzy connections. Sometimes they completely fail to connect without the cable being unplugged and plugged back in.

Today they started a new, annoying behavior: They all go to complete static intermittently and then go black. Then the center (HDMI) screen will turn back on, briefly go to static and then display properly. The two other screens (DP) will then follow and do the same.

It sounds to me like either I have a faulty dock or that there’s a firmware issue. I have no issues whatsoever with my Lenovo laptop when using it with other docking stations through either USB-C ports or using it with just an external monitor on its HDMI connector.

Has anyone had any similar issues? I’ve used StarTech products for years with little to no issues, so I am really surprised at the problems I am having with this dock.

2

Hello @Tbone,

Thank you for posting on the Startech.com Community. I am sorry to hear about the difficulty you have been having with DK31C2DHSPD.

To help determine our next steps could I please ask:

  • What is the model of your Lenovo laptop?

  • What are the make and models of your monitors?

  • What operating system are you using?

  • Are you using the USB-C cable that came with the dock to connect your laptop?

If you haven’t already done so, I would recommend testing another USB-C cable to see if it might be a problem with the cable itself. Please keep in mind that you must use a USB-C cable that supports a video signal or DP-Alt mode, as not all cables will support this.

While I also understand that the laptop is working with another dock you tested with, I would also suggest reinstalling the latest version of your laptop’s graphic drivers from Lenovo. Sometimes this can help resolve strange issues even when a computer is not having problems with any other devices.

Due to the complexity of the issue you are describing, I would also recommend reaching out to our team support team directly using the options at https://www.startech.com/en-us/support. Live interactions through phone or live chat can often have a quicker turnaround to a resolution and then we can update the community post with the resolution.

Lukas T