No screen with Windows Surface 10 and Startech CD-DD46-UA2-CBL-KVM

Docks, Hubs, Display Adapters
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1

Hi all,

When i connect my Windows Surface 10 to my docking station Windows Surface dock 2 which is connected to the Startech CD-DD46-UA2-CBL-KVM my Surface 10 doesn’t recognize the 2 monitors connected to the KVM. When i disconnect the HDMI cables (output) from the KVM and connect them directly to the Surface Dock 2, they are recognized and if i reconnect the cables back to the KVM the monitors do work.

My PC is connected to the other input of the KVM, that works like a charm, i tried to switch the laptop and PC from input channel, that made no difference.

I also tried to connect the Surface 10 directly to the KVM, same result. Initialy no screen, only after i rewire the monitors directly and after that back to the KVM.

I have tried a lot of setups to troubleshoot, read manuals and this KVM doesn’t have a driver to update.

I’ll try to explain without a lot of text because it’s a lot to explain:

Set-up as it should work, starting point is when the laptop is disconnected (say i have been a day at the office and now i will work at home)

Surface 10 > Surface Dock 2 > KVM > Monitors (2x) (no screen)

Surface 10 > KVM > Monitors (2x) (no screen)

Surface 10 > Surface Dock 2 > Monitors (2x) (screen)

Surface 10 > Monitors (2x) (screen)

Surface 10 > Surface Dock 2 > KVM > Monitors (2x) (no screen) > *then connect monitors directly to Surface Dock 2 (or Surface 10)* (screen) > *then connect monitors back to KVM* (screen)

When i disconnect the laptop from the Surface Dock 2 because i need to work at the office and i come back, everything is resetted and it all starts over.

So it appears that the monitors can’t get a handshake with the Surface 10 because of the KVM, some signal seems the be blocked and only works if the direct handshake between the Surface 10 and monitors has been made first.

This issue makes that everytime i want to work on my laptop i need to disconnect and connect and reconnect the display cables, which isn’t what i expected from using the KVM.. I want to “hide” the KVM and only see and use the button to swithc between PC and laptop.

Does anyone recognize this issue and knows what i can try to solve this?

2

Hello @LowRider,

Thank you for posting for the first time here on the StarTech.com Community.

I also appreciate you going over these symptoms, configuration, and your testing results in detail. This does help to narrow down what could be happening quickly.

Some clarifications and additional details could certainly shed some more light on the issue too:

  1. I suspect the KVM model is: C2-DD46-UA2-CBL-KVM. Is that right? I just want to be sure about this because you mentioned HDMI but this is a DisplayPort KVM.

  2. What sort of cables are being used between the KVM and the monitors? Are they DisplayPort to DisplayPort cables, or are you working with adapters or adapter cables that go from DisplayPort to HDMI?

  3. Can you share some more information about your monitors? The model information may help us track down details quickly like resolutions, refresh rates, or more advanced features so we can compare compatibility.

Based on what we know from the testing you have performed so far, it is possible adapters are used between the KVM and the displays. I think you are on the right track with your handshake, sometimes adapters can cause a miss when connecting multiple devices like docking stations and KVMs. If your monitors have DisplayPort it may be worth confirming that all the connections are DisplayPort to DisplayPort for the most reliable performance.

Please let me know if I’ve got the KVM, or cables, mixed up; or if I am on to something with the cable or adapter connections between the KVM and the display. We can certainly review further and do our best to help.

Sincerely,
@DavidF

3

Hi David,

Thanks for your reply, i also have contact with your customer service and am in contact with K. Bastien who is helping me a lot with the trouble shooting. We allready have tried a few things, i will share them here.
I don’t want to waste both of your time if you are both form Startech. I didn’t know how fast the customer service would reply and beside that I hoped to get the community help on this forum.

To answer your questions and for extra information:

It is the KVM model CD-DD46-UA2-CBL-KVM, i see that i indeed mentioned HDMI cables, it has DP as you said.
All devices are connected with DP connectors. And on the laptop side i use the USB-C to DP adapter. Bastien K. told me that the adapters couldn’t be the problem.

All the information about my installation:

  1. Display 1:
    1. ASUS ROG Strix OLED XG27AQDMG - OLED-monitor
    2. Connected with the ASUS DisplayPort cable > KVM
  2. Display 2:
    1. Dell U2412M Monitor - 24 inch Full HD IPS
    2. Connected with a DisplayPort cable > KVM
  3. PC:
    1. KVM input A & B → ASUS ROG-STRIX-RTX2060S-O8G-EVO-GAMING
  4. S10:
    1. KVM input A & B → 2x Startech USB-C to DisplayPort adapter: CDP2DP14B → SurfaceDock 2 → S10
  5. Mouse:
    1. Trust 14962
      1. Connected to the USB → KVM
  6. Keyboard:
    1. Asus ROG Strix Scope TKL Deluxe Silent Red - GaminCherry MX Red - Wired
      1. Connected to the USB → KVM

I also tried to connect other laptops, without using the Surface Dock 2:

  • ASUS G713PI
  • Apple MacBook A2338

Same results, no screen.

Tried to switch the PC to input 2, and laptops to input 1. Problem is still on the laptop connection.

On every laptop, the issue is there when I make a new connection to the KVM (as i have been away a day with the laptop)
Connect laptop to KVM, no screen → rewire monitors directly to laptop, screen → rewire back to KVM → screen

Unfortunaly i can’t try a direct DP to DP connection because i don’t have a laptop with a DP output.

I am waiting for a reply from Customer support and will share if i have news.
If you have something for me to try, let me know.