At Plugable we take pride in delivering high-quality connectivity solutions that simplify your workflow. However, we’ve identified an issue that affects some users of the UD-ULTC4K when paired with macOS systems. This article outlines the problem, its root cause, and how we’re proactively addressing it to ensure our customers experience the reliability they expect from Plugable.

The Issue: Intermittent Disconnects with macOS

A small percentage of UD-ULTC4K docking station users have reported that the dock intermittently disconnects and reconnects when used with macOS systems. When the dock disconnects, all connected devices and functions, including USB peripherals, displays, Ethernet, and Power Delivery charging, are disrupted.

In some cases, users have observed that the issue is more pronounced when their Mac has a lower battery charge level. However, this behaviour is not consistent across all users, as others report similar disconnects even with a fully charged battery. 

The Root Cause

Through extensive testing, we have determined that the issue lies with the USB-IF certified USB-C cable included with the dock. While the dock hardware and firmware remain unaffected, replacing the original cable with an upgraded cable, such as Plugable's USBC-C100, consistently resolves the problem.

To ensure future reliability, all newly manufactured UD-ULTC4K units will ship with upgraded USB-C cables, although it may take some time before units with the upgraded cable are available for purchase.

How to Resolve the Issue

If you’re experiencing these disconnect/reconnect issues:

1. Confirm the Symptoms: Check whether your Mac stops charging when the dock disconnects. This can help confirm the issue is cable-related.

2. Request a Replacement Cable: Contact Plugable’s support team at support@plugable.com. In the email, please include:

• Your order number for the dock.
• A description of the issue you’re experiencing. 

We’ll be happy to provide an upgraded replacement cable for units within UD-ULTC4K’s two year warranty at no cost.

Our Commitment to Quality and Support

At Plugable, we’re dedicated to solving problems before they become a hassle. Whether through proactive improvements, like upgrading included accessories, or our customer-first approach to support, we aim to exceed expectations. We sincerely apologize for any inconvenience this issue may cause and appreciate your patience and trust as we address it.

For further assistance, don’t hesitate to reach out to our team at support@plugable.com.

Stay Connected with Confidence

By replacing the dock’s USB-C host cable, you can enjoy the reliable performance and seamless experience Plugable is known for. We’re here to ensure your dock works as best as possible, now and in the future.