Thunderbolt 4 Dock - 1 of 2 monitors sometime won't turn on

Community Support
1

Sometimes one of my two monitors won’t turn on when waking my FW16 fom sleep.
It’s probably not a hardware fault of the cables, monitors, ord docks, as we have exactly the same setup on every table in the office and I have the same problem everywhere in the office.

It does not happen always when waking the FW16 from sleep.

Used Hardware:

  • FW16 7540HS without dgpu
  • Caldigit and Cablematters Thunderbolt 4 cables
  • Caldigit TS4
  • 2 x LG 4k 60Hz monitors connected through USB C

Software:

  • Windows 11 Version 10.0.22631 Build 22631
  • BIOS: 3.03
  • newest Driver package as of today: 2024_04_02

Is there any info I can provide to get to debug this problem?
Is there anything I should take Screenshots of when it happens next?

2

I’ve had 2 occasions since posting where it happened, Laptop was unplugged and closed for about a hour and then plugged into the TS4 Dock (BIOS is set to automatically start when power gets connected) Only one turned on. Windows also only sees one monitor in the settings. after replugging the Thunderbolt 4 cable into the FW16 it works again.

3

Is the FW16 in a different Powerstate depending on how long it’s in sleep mode?

When putting my FW16 into sleep and waking it via plugging in the powercable without opening the lid after 1 minute all works. But when there is lunch break or a whole night inbetween a second monitor won’t turn on.