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3.7 Troubleshooting Tips for Windows

Check for the Thunderbolt logo on the computer port. This adapter is NOT compatible

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with a USB-C port that is not Thunderbolt 3 compatible.

The Thunderbolt 3 port must be wired for 40 Gbps to support dual 4K monitors

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Look for the Thunderbolt icon in the notification area

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Cabling

Check that all cable and adapter connections are secure

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Test any connected cables with different equipment

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4K DisplayPort video resolution requires a 4K cable

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Computer Source

Alternate mode (video over USB) must be supported by your computer for video

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Try different video resolution and refresh rates supported by the monitor

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Check the DisplayPort audio output from the Playback Devices on the taskbar

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Verify that the DisplayPort audio is not muted

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Disconnect all cables, reboot the computer, and reconnect the cables and Adapter

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Check for updated BIOS, firmware and software drivers from the computer manufacturer

Computers with Thunderbolt 3 ports can check for driver information at:

Connected Monitor

Select the DisplayPort input from the monitor menu

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Adjust the audio level from the monitor menu

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Test with an HD (not 4K) monitor, if possible

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4K DisplayPort video resolution requires a 4K capable monitor

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Configure dual 4K monitors from the Intel HD Graphics Control Panel (page 5)

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Contact [email protected] with a description of your hardware

Thunderbolt™ 3 Multiport Adapter with Dual DisplayPort™

http://kb.cablematters.com

configuration and your computer OS