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Frequently Asked Questions (FAQ's) on USB‐C Technology and
Troubleshooting Guide for Kensington SD4500 and SD4600P
USB‐C Docking Stations
Not all USB‐C devices are created equal. While the new USB‐C ports are very
convenient, each manufacturer can set up each model to support different levels of
data, video and power. As such, compatibility with productivity accessories like the
Kensington SD4500 and SD4600P docks can vary.
USB‐C is a new technology and, unfortunately, it's also a complicated technology.
Shoppers need to make informed choices to ensure the accessory they buy is
compatible with their host device, and can't assume that every accessory will work
seamlessly. When the host device's USB‐C capabilities are fully compatible with our
docking station features and all software on your host device have been updated,
the performance should be nearly flawless.
If you have questions about USB‐C, please take a look at the following Frequently
Asked Questions (FAQ's).
Things to Know Before You Buy/Common Issues
Your laptop or device must have a USB‐C port. (Using an adapter on a USB 3.0
port will not work.)
Your device must be running Windows 10, 8.1 or MACOS (Sierra) or Mac OS X
Yosemite (10.10) or later, or Chrome OS.
For video output, your USB‐C laptop or hybrid must support DisplayPort Alt.
Mode over USB‐C or video signals cannot be sent to your monitors.
For video output, you must use a direct HDMI‐to‐HDMI cable or DisplayPort‐
to‐DisplayPort cable. Connecting via a passive adapter will not allow video
signals to transmit.
Dual video is only supported on Windows 10 and 8.1 devices (Mac and
Chrome USB‐C devices do not support dual video).
For the SD4600P dock to provide charging, your USB‐C device must be
designed to support Power Delivery (PD). Not all USB‐C devices support PD.
Mac OS devices need to perform a one‐time software download to support
the Ethernet port.
A DIVISION OF ACCO BRANDS CORPORATION
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Summary of Contents for Kensington SD4500
- Page 1 Frequently Asked Questions (FAQ’s) on USB‐C Technology and Troubleshooting Guide for Kensington SD4500 and SD4600P USB‐C Docking Stations Not all USB‐C devices are created equal. While the new USB‐C ports are very convenient, each manufacturer can set up each model to support different levels of data, video and power. As such, compatibility with productivity accessories like the Kensington SD4500 and SD4600P docks can vary. USB‐C is a new technology and, unfortunately, it’s also a complicated technology. Shoppers need to make informed choices to ensure the accessory they buy is compatible with their host device, and can’t assume that every accessory will work seamlessly. When the host device’s USB‐C capabilities are fully compatible with our docking station features and all software on your host device have been updated, the performance should be nearly flawless. If you have questions about USB‐C, please take a look at the following Frequently Asked Questions (FAQ’s). Things to Know Before You Buy/Common Issues Your laptop or device must have a USB‐C port. (Using an adapter on a USB 3.0 port will not work.) Your device must be running Windows 10, 8.1 or MACOS (Sierra) or Mac OS X Yosemite (10.10) or later, or Chrome OS. For video output, your USB‐C laptop or hybrid must support DisplayPort Alt. Mode over USB‐C or video signals cannot be sent to your monitors. For video output, you must use a direct HDMI‐to‐HDMI cable or DisplayPort‐ to‐DisplayPort cable. Connecting via a passive adapter will not allow video signals to transmit. Dual video is only supported on Windows 10 and 8.1 devices (Mac and Chrome USB‐C devices do not support dual video). For the SD4600P dock to provide charging, your USB‐C device must be designed to support Power Delivery (PD). Not all USB‐C devices support PD. Mac OS devices need to perform a one‐time software download to support ...
- Page 2 Ensure the graphics driver (typically from Intel or AMD) on your USB‐C device is up to date. Many video problems, such as flickering or fuzziness, can be fixed by running a system update on your device to update the driver. The USB‐C cable can be plugged into a Thunderbolt 3 port on your device. Please note that while the USB‐C cable is compatible with the TB3 port, it will not support full TB3 speeds. It is important to follow the Instruction Guide to connect your accessories in the proper order to ensure optimal bandwidth prioritization speed. Q: Are all USB‐C ports the same? A: No, they can be very different. USB‐C contains three components: Data transfer: data speeds can vary from 480Mbps (USB 2.0) to 10Gbps (USB 3.1 Gen 2) Power Delivery: laptops may or may not support power delivery. If USB‐C power delivery is not supported, a traditional laptop power tip is going to be needed to charge the device. Video support: may or may not be implemented by the host device manufacturer (as they may continue to use DisplayPort, HDMI, or VGA ports for video capability) Q: Will all USB‐C cables and accessories work with my USB‐C laptop? A: To find out if your laptop is compatible with your USB‐C accessory, you will need to understand the specification of the USB‐C port on your laptop (This information will be available on your laptop manufacturer’s website or in the user manual that came with your laptop.) Not all USB‐C ports will be set up to display video. Some accessories will have USB‐C ports set up for Power Delivery, and they can range between 5W (Profile 1) and 100W (Profile 5). Generally, most laptops will need closer to 36W (Profile 3) or 60W (Profile 4) for sufficient charging. ...
- Page 3 Q: Will the USB‐A ports on my laptop work with USB‐C accessories if I use a USB‐A to USB‐C adapter? A: USB‐A supports data transmission only, while USB‐C may support video, power delivery, and data. A USB‐C to USB‐A adapter will support data transfer, but the video and power delivery features of USB‐C will not work. Q: How does my USB‐C cable know what device I have and what functions the USB‐C port on my device can perform? A: The laptop or tablet and the USB‐C accessory do a “handshake” when first connected to each other. The “handshake” is a quick exchange of information on what is supported between the host device and the accessory. 1. The software and hardware embedded in the USB‐C laptop determine what types of functions are allowed via its USB‐C port, and the capabilities of the laptop will be communicated to the accessory during the “handshake”. 2. Only the functions that are allowed by both the computer and the accessory via the USB‐C connection will work. Q: Are the Kensington USB‐C products all Plug & Play? A: Yes, all our USB‐C devices can be installed without the need for software downloads or drivers (except Mac devices, see below) when connecting to a host device using Windows 10 and Chrome OS (R53 or above), given that the laptop manufacturer has all the supporting features built‐in to the USB‐C port(s): Please note: For Windows 10 and Chrome OS (R53 or above), the docking stations are Plug & Play. The PC may start installing a driver for the peripherals attached through the dock (keyboard, mouse, etc.) during setup, but no driver is required for the dock itself. For Mac OS, docking station users will need to install a driver for the Ethernet port. The one‐time driver installation can be downloaded at software.kensington.com. For all systems, to ensure the best video performance your host device may need to have its graphics card updated with a driver download by running a system update. A DIVISION OF ACCO BRANDS CORPORATION...
- Page 4 Q: Can I use the USB‐C docks and adapters with my Thunderbolt 3 laptop? A: Yes, all our USB‐C docks and adapters are compatible with laptops featuring a Thunderbolt 3 port. Please note: The USB‐C docks and adapters will not deliver Thunderbolt 3 data transfer speeds (40Gbps), only what the docking station or adapter supports (5Gbps). Also, not all Thunderbolt 3 ports support USB‐C power delivery. Q: What is Alt mode over USB‐C? A: Alt Mode over USB‐C allows devices to deliver video signals and USB data over a single USB‐C cable. There is more than one variation of Alt mode. The most popular version is DisplayPort (DP), which is the version Kensington docks support. To ensure that your laptop or tablet will work with our dock, please check with the laptop/tablet manufacturer to ensure that your device supports DisplayPort Alt Mode over USB‐C. You should be able to find this information via your device manufacturer’s website, in the device’s user manual technical specifications, or by contacting the manufacturer directly. Q: My USB‐C laptop/tablet has a USB‐C port but it doesn’t support DisplayPort Alt Mode over USB‐C. Will the SD4500 or SD4600P dock work with my device? A: You will not be able to use the video ports (DP and/or HDMI). All other features of the dock will be functional. Please note: In addition to video/graphic support, please remember that USB‐C Power Delivery (PD) support will also depend on the specifications of USB‐C port on your device. Q: Do all Kensington USB‐C docks support Power Delivery (PD)? A: No, the SD4500 and the SD1500 only support video, audio, data, and Ethernet. The laptop/tablet will need to be powered separately while connected to the dock. If you require USB‐C Power Delivery, please refer to further information on SD4600P. A DIVISION OF ACCO BRANDS CORPORATION...
- Page 5 Q: What is the Power Delivery (PD) capability of SD4600P? A: The SD4600P supports up to 60 watts (Profile 4) of charging. Power requirements differ based on the manufacturer and model of the USB‐C device. Check with your manufacturer to find your host device’s power needs. Please note: In some instances, when the other USB ports on the dock are connected, the PD to your laptop/tablet may be reduced to 36W. This will still be sufficient, in most cases, to keep the PC running without draining the charge on the battery. Q: How many monitors can the SD4500 and SD4600P docks support, and what is the maximum resolution? A: Up to two monitors on Windows devices. The Windows laptop/tablet must support DisplayPort v1.2 (DP) or above with compatible and updated graphic cards. To ensure that your video will be optimal, please ensure that your graphics card driver, typically from Intel or AMD, is up to date. If you are having video issues, it typically can be resolved by downloading the latest graphics driver update from your device manufacturer. Please review the manufacturers’ manual/website or contact the manufacturer if you are unsure of the version of DP. When running dual screens, the resolution supported for each of the monitors is 4096x2160 @ 30Hz (4K resolution). For single display, the docks support 4096x2160 @ 60Hz (4K resolution). For Mac and Chrome systems, they do not support dual monitors in extend mode. These PCs only support one extended monitor, but a second monitor can be used to mirror your laptop screen. Please note: When connecting the video cables, it must be a direct HDMI‐to‐HDMI connection or DisplayPort‐to‐DisplayPort connection. Using a passive adapter to connect to a DVI or VGA port will not allow the video signals to pass through properly and no video will be shown on your monitor. Also of note: When displaying on a 4K monitor, you may experience a decrease in data and Ethernet performance due to bandwidth prioritization limits. A DIVISION OF ACCO BRANDS CORPORATION...
- Page 6 Q: Can I connect to an additional screen via the additional USB‐C port on the back of the SD4500 or the SD4600P dock? A: No, you cannot connect to an additional screen. This is because that particular USB‐C port does not support video. It does support a 15W (5V/3A) power specification for USB‐C Power Delivery, so it is capable of data transfer and charging a device, such as a smartphone or tablet with a USB‐C port. Q: Can I use the USB‐A port on the front of the dock (SD4500 or the SD4600P) to charge my smartphone or tablet? A: Yes, the front USB‐A port supports standard battery charging capabilities of up to 2.1A and is capable of charging a smartphone or tablet. To achieve faster charging, you should plug in your mobile device before plugging the dock into the PC. Q: What is the maximum data speed of the USB 3.0 ports on your USB‐C docking stations? A: All the USB 3.0 ports on the Kensington USB‐C docks support 5Gbps data speed. Q: Can I use another USB‐C cable (not from the original box) on this dock? A: No, we can only guarantee the performance of the 18‐inch USB‐C cable that ships with the dock. USB‐C cables vary greatly between different manufacturers. We recommend that users contact Kensington Tech Support for replacement USB‐C cables if needed at 1‐800‐535‐4242. Q: Can I use adapters to connect to the primary USB‐C port on the SD4500 or SD4600P or connect the HDMI/DP video cables to VGA/DVI ports? A: No, you cannot use a USB‐C adapter to connect the docking station to a USB 3.0 host device, it can only be connected directly via a native USB‐C port. For video, to connect the HDMI or DP cables to DVI or VGA ports, you will have to use active adapters, which can be expensive. Passive adapters will not allow the video signals to pass from the host device through the docking station and on to the monitor. A DIVISION OF ACCO BRANDS CORPORATION...
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Page 7: Troubleshooting Guide
Q: What is the difference between USB 3.0 and USB 3.1? USB 3.0: Max 5Gbps data speed No power delivery Usually USB‐A connector USB 3.1 Gen 1: Max 5Gbps speed May or may not have power delivery Can be either USB‐A or USB‐C connector USB 3.1 Gen 2: Max 10Gbps speed Power delivery of up to 100W USB‐C connector only Troubleshooting Guide Problem: The dock is not charging my laptop or tablet. Possible Solutions: USB‐C power delivery (PD) is supported on SD4600P for up to 60W (Profile 4). Even if your laptop supports a higher wattage, the dock will still provide a charge to your device’s battery. Ensure that your device supports Power Delivery (PD) over USB‐C. Not all USB‐C ports on laptops are designed to support PD. If your laptop does not support PD, the laptop cannot take advantage of the charging capabilities of ... - Page 8 Problem: The SD4600P dock is not charging my Dell XPS 13 laptop. Possible Solution: If you are seeing the warning message “There isn’t enough power” or “Power delivery of 30W is not enough to charge the laptop”, power from the dock has been prioritized to the USB ports. Please follow these steps to fix the issue: 1. Unplug the power from the dock 2. Unplug all the USB, Ethernet, Video & Audio cables 3. Re‐plug power to the dock 4. Connect the dock to the laptop 5. Connect the USB, Ethernet, Video & Audio cables This should solve the issue and is a one‐time fix that will not need to be repeated. Problem: I am trying to set up dual monitors on my desktop. However, only one of the two monitors is working. The other one is not showing anything. Possible Solutions: Ensure that you have the latest graphics driver from your PC’s manufacturer. Check your graphics card setting (usually Intel or AMD), and ensure that the connected monitors are detected correctly, and are set as “Extended Desktop”. Check your operating system’s display setting and ensure that your desired setting is selected correctly. Problem: There is no video on the monitors that are connected to the dock. Possible Solutions: For a video signal, please check if your laptop or tablet supports DisplayPort Alt mode over USB‐C. If your device doesn’t support DisplayPort Alt mode ...
- Page 9 DisplayPort monitor. An active adapter may be required if you would want to convert to an HDMI, DVI, or VGA connection. The HDMI video output on the dock will only support a connection to an HDMI monitor, or to a DVI connection with a passive adapter. Check your displays settings and that you are set up in “Extend Mode” (Fn+F8), then drag an open window on your laptop off the side of the laptop screen to see if it shows up on the monitor. Problem: My laptop/tablet supports DisplayPort Alt mode over USB‐C, but I still cannot get video. Possible Solutions: There may be some video compatibility issues, as we are still at a very early stage in the development of DisplayPort Alt mode over USB‐C. We provide a firmware upgrade tool for our SD1500 USB‐C Mobile Dock, CV4000H USB‐C to HDMI Video Adapter, and CV2000V USB‐C to VGA Video Adapter to help troubleshoot video compatibility issues for Windows. Please visit software.kensington.com to see if a new firmware upgrade is available and follow the online instructions to download the firmware. Problem: I have a 4K monitor that supports 4K at 60 HZ, but it does not work with the SD4500 or the SD4600P. Is there a work around? Possible Solutions: This may happen because the docking station is prioritizing bandwidth to USB devices on the dock. To resolve this, we suggest unplugging all the connected peripherals, then connect in the following order: 1. Power cable to the dock 2. USB‐C cable between laptop and dock A DIVISION OF ACCO BRANDS CORPORATION...
- Page 10 3. Video cables 4. All the other peripherals (Ethernet, keyboard, mouse, etc.). This should help the dock to re‐prioritize bandwidth to video ports. The bandwidth of the USB downstream ports (connecting to your peripherals) will then be downgraded to USB 2.0 and the Ethernet will support up to 100Mbps. Problem: My 2.4GHz wireless mouse/keyboard/presenter is slow or not working properly. Possible Solution: In some cases, because both your mouse and keyboard operate on the same wireless frequency, keyboards and mice may not perform optimally when connected to the same computer. If this happens, try plugging the wireless receiver for your mouse or keyboard into a USB 2.0 port if one is available. If there are no USB 2.0 ports available, you will continue to experience sub‐optimal performance as this is a limitation of USB 3.0/3.1 technology. Problem: The data transfer speed is very slow or has been downgraded to USB 2.0 speeds. Possible Solution: USB ports can be downgraded to USB 2.0 speeds if the USB‐C cable was connected before the video cables/USB accessories were connected. The USB‐C cable must be connected last. Please follow these steps to resolve the issue: 1. Unplug the power from the dock 2. Unplug all the USB, Ethernet, Video & Audio cables 3. Re‐plug power to the dock 4. Connect the USB devices 5. Connect the Ethernet port 6. Connect the video cables to the monitor(s) 7. Connect the USB‐C cable to the laptop ...
- Page 11 This should restore USB 3.0 speeds and is a one‐time fix that will not need to be repeated. Problem: I have connected my laptop to the dock, but I cannot get audio on my external speakers/headset that I have connected to the dock. I am still getting audio out of my laptop. How do I fix this? Possible Solution: Sometimes the computer will not automatically default to the audio channel coming out of the dock (because a driver is not needed for the PC). If you experience this, go to Control Panel ‐> Sound ‐> and select USB Audio as the default audio channel. Contact Us If you are still having trouble with your Kensington USB‐C docking station, please contact Kensington’s Technical Support team at 1‐800‐535‐4242 in the U.S. A DIVISION OF ACCO BRANDS CORPORATION...