Troubleshooting guide
How to fix the problem
The dock shares common video bandwidth between displays. Connecting a second monitor may reduce the resolution, frequency or color mode of the first. The result depends both on the computer socket and on the dock and cable.
Possible solutions
Choose the method that matches your situation. Start with the simplest suitable option and check the result. If the problem is fixed, you do not need to continue with the other methods.
Single screen test
Check each monitor individually.
Steps to follow
- Write down the resolution and Hz you want for both screens and the model of the dock.
- Disconnect the second monitor and set the first to the desired supported mode.
- Repeat the same with the second one in the same dock. Make a note of whether each individually works correctly.
- Connect both and compare the changes. If it works individually but not together, check the total bandwidth and the combination table.
Select a supported combination
Reduce the total demand or use another output.
Steps to follow
- Find the dual display support table for your specific computer connector type in the dock manual.
- Temporarily lower the Hz or resolution of the second monitor and see if the first mode returns.
- Check if DSC support is required and supported by the entire circuit; don't blindly switch to unknown monitor menu options.
- If possible, connect one display directly to another computer video connector and compare the result.
If the problem persists
If the required dual display combination is not in the dock specification, another supported connection method is required. Don't buy a new cable just on a guess: first check the resolution and frequency supported by the entire circuit.
Request a repair