Chapter 5. Troubleshooting - Lenovo Thunderbolt 3 Essential Dock User Manual

Chapter 5. Troubleshooting

General
1. The dock does not work after being connected to my computer.
Ensure that:
• You use the accompanying ac power adapter, power cord, and Thunderbolt 3 cable to connect the
dock correctly.
• The USB-C connector on your computer works correctly.
2. The charging speed for the connected device, such as a mobile phone, is slow.
Connect your device to the Always On USB 3.2 connector Gen 1.
3. The mouse and keyboard cannot wake up my computer when connected to the Always On USB
3.2 connector Gen 1.
Connect your mouse or keyboard to another USB connector on the dock.
4. My computer cannot be charged after I connect it to the dock.
Ensure that you connect the dock to ac power with the power adapter accompanied with the dock.
Video output
1. I connect the external display to the dock. The external display is blank.
Ensure that:
• No more than two external displays are connected to the dock.
• Your computer connected to the dock is running correctly and is not in sleep or hibernation mode.
When the computer is in sleep or hibernation mode, the external display is always blank.
• The latest device driver is correctly installed.
• The following components are securely connected:
– Your computer and the dock
– The dock and electrical outlet
– The dock and external displays
If the problem persists, disconnect all cables from the dock, and uninstall the dock device driver. Then,
reinstall the device driver and reconnect all cables to the dock.
2. I connect the external display to the dock. I cannot play back videos on the external display but
can play them back on the computer display.
Some computers do not support the Certified Output Protection Protocol (COPP), and you cannot play
back the protected videos on the external display connected to the dock.
To play back videos on the external display, you can connect the external display to the corresponding
video output connector on your computer, and configure the display settings to your preference. See
"Configure the external displays" on page 5.
3. I connect the external display to the dock. The images on the external displays flutter.
Check the display resolution of the external displays and ensure that the resolution is supported by the
dock.
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