Applicable To

Plugable Thunderbolt 3 docking stations connected to Windows systems.

When USB, audio, or Ethernet ports spontaneously stop working while video outputs continue to function, the issue is typically caused by the dock losing its Thunderbolt 3 authentication approval in Windows. Disconnecting the dock, reinstalling the Intel Thunderbolt Software, and re-authenticating the device usually resolves this issue.

Instructions

1. Disconnect the Plugable Thunderbolt 3 dock from the system and remove its power cable so it turns off completely, keeping it disconnected until prompted.
2. Uninstall the Intel Thunderbolt Software present on your system via Control Panel > Programs and Features.
3. Restart the system.
4. Download and install the latest version of the Intel Thunderbolt Software published by your system manufacturer.
5. Restart the system again.
6. Reconnect the power cable to the Plugable Thunderbolt 3 dock, then reconnect the Thunderbolt 3 cable from the dock to your system.
7. Select Always Connect when prompted by the Intel Thunderbolt Software to authenticate the dock.
8. Test the non-functioning ports on the dock again.

Expected Result

After the reset the docking station and connected devices should be correctly detected by the Windows host computer.

If the Issue Persists

Check your computer's BIOS settings to ensure the Thunderbolt 3 port is not limited to DisplayPort or USB mode. Options such as "DisplayPort Only" (Dell) or "DisplayPort and USB only" (Lenovo) turn the port into a USB-C only port, which prevents Thunderbolt 3 devices from working. Refer to your system manual for guidance on adjusting BIOS options.

If you have any questions please feel free to contact us at support@plugable.com and we'll be happy to help!