Here are a few things that you can do when contacting Plugable for assistance that can help expedite the process:

1. Provide a clear, detailed description of the issue, and if possible the steps necessary to recreate it

At first glance this may appear somewhat obvious, however a clear detailed description will help prevent our support engineers from making any incorrect assumptions.

If the unexpected behavior is repeatable, then a list of the steps necessary to recreate the issue will help provide us with important context.

2. Provide the model number of your Plugable product

All Plugable brand products have their model number or ‘stock keeping unit’ (aka SKU) printed somewhere on the product.  For example, ‘UD-3900’ or ‘TBT4-UDZ’

When contacting us for assistance, providing the model number will help us route your request to the appropriate support engineer.

3. Provide the purchase information for your Plugable product, such as the Amazon Order ID number

Providing us with the order information for your purchase allows us to do two things:

A. Be sure that we understand precisely which product you are using (we make a lot of different products)

B. Help confirm the unit’s warranty status.

4. Provide us with a diagnostic file from your computer, gathered when the issue is actively occurring or just after the event

Rather than have our customers manually compile and provide information about their computer, we created the PlugDebug utility which automates the process of collecting various pieces of diagnostic information from both Windows and macOS systems. 

A PlugDebug file gathered while the issue is occurring (or just after the issue has occurred) will provide important information that will allow us to help troubleshoot the issue.

5. If possible, photographs or a video of the issue

While not always necessary, in some cases having photographs of the problem and/or a video that documents the issue will allow us to ‘see’ what is happening, which in turn may help provide clues to the cause.

Now, to be clear it is not always necessary (nor is it required) to provide all of the information we described above in order for us to be of help.  However, the more information we have available the faster are able to help. 

As always, if you require assistance with a Plugable product please reach out to us directly via support@plugable.com and we will be happy to assist.