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Display no longer detected

  • J

    My Selore 15 in 1 USB-C docking station no longer detects my dual external monitors. My computer is a Dell XPS 15 9520. I have done the following to try to fix the issue and at no point were the external displays detected in the device manager:

    • Connected the monitors to my laptop with an HDMI to USB-C adapter and they worked (So the USB-C ports are working and able to connect to a display).

    • Made sure the docking station was connected from the host port to the proper USB-C port on the laptop.

    • The mouse and keyboard still work in the docking station but not the displays

    • Unplugged the screens and tried them in every possible combination with both HDMI and DisplayPort cables.

    • Plugged the docking station into every USB-C port on the laptop to see if the displays would be detected.

    • I checked Windows updates to see if anything was installed that would cause this conflict.

    • Updated Bios on laptop

    • Updated Intel and Nvidia drivers

    • Downgraded Intel and Nvidia Drivers

    • Upgraded power management and USB software

    • Checked that all other drivers were up to date

    • Tried to update the firmware on the docking station but it was up to date already.

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  • Selore Global

    Dear @Josiah67 
    Based on what you've provided, I'll offer a few thoughts on my end to see if they help;
    ❶ Was the product working properly before? If it was working normally for a long time before, and suddenly it doesn't work, and after connecting a monitor alone, it doesn't recognize the external monitor inside the display settings; it might be a bad port on the product
    ❷ Single-connected to a monitor, if in the display settings can be recognized, but the monitor itself does not light up the screen, then consider looking for the seller to provide an upgrade program;
    ❸ If dual-connected to a monitor, in the display settings can be recognized inside the 3 monitors (1 laptop itself + 2 external monitors), but one of the external monitor screen does not light up or both do not light up, then consider adjusting the refresh rate resolution
    ❹ If available, consider switching to a different computer that supports display output for testing;
    ❺ You need to make sure that you are using HDMI-HDMI or DP-DP cables to connect the product and the monitor, and do not use USB-C-HDMI cables to connect the product and the monitor. This is because the USB-C port of the product is usually for data function or charging function;

     

    Best regards,

    Selore&S-Global Customer Service

    Judy

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