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www.cablematters.com
Thunderbolt™ 3 Multiport Adapter with Dual DisplayPort™
3.7 Troubleshooting Tips for Windows
•
Check for the Thunderbolt logo on the computer port. This adapter is NOT compatible
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
•
Look for the Thunderbolt icon in the notification area
Cabling
•
Check that all cable and adapter connections are secure
•
Test any connected cables with different equipment
•
4K DisplayPort video resolution requires a 4K cable
Computer Source
•
Alternate mode (video over USB) must be supported by your computer for video
•
Try different video resolution and refresh rates supported by the monitor
•
Check the DisplayPort audio output from the
Playback Devices
on the taskbar
•
Verify that the DisplayPort audio is not muted
•
Disconnect all cables, reboot the computer, and reconnect the cables and Adapter
Check for updated BIOS, firmware and software drivers from the computer manufacturer
Computers with Thunderbolt 3 ports can check for driver information at:
http://kb.cablematters.com
Connected Monitor
•
Select the DisplayPort input from the monitor menu
•
Adjust the audio level from the monitor menu
•
Test with an HD (not 4K) monitor, if possible
•
4K DisplayPort video resolution requires a 4K capable monitor
•
Configure dual 4K monitors from the
Intel HD Graphics Control Panel
(page 5)
Contact
with a description of your hardware
configuration and your computer OS
