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Issues with USB ports on TB3 dock

Discussion in 'Razer Support' started by BeaconDigital, Mar 6, 2020.

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  1. BeaconDigital

    BeaconDigital New Member

    Good day all,

    I have a mid-2019 Razer Blade base model and I am having issues with the USB ports on a CalDigit ThunderBolt 3 mini-dock with dual HDMI. When I have the mini-dock plugged into the TB3 port and I plug in a USB device into the mini-dock, the USB device does not show up. However, if I disconnect the mini-dock from the Blade, insert the USB device into the mini-dock, then connect the mini-dock to the Blade, then the USB device shows up. As long as I keep at least one USB device plugged into the mini-dock, I can insert and remove USB devices and they operate as expected. However, as soon as I remove all USB devices from the mini-dock, it stops recognizing any USB devices again. I have tried the mini-dock with keyboards, mice, and flash drives all with the same results. I have also used the mini-dock on a 2019 Mac with TB3 and it works perfectly. CalDigit suggests that it is a driver issue on my Razer Blade 15 which has Windows 10 installed with all updates, the latest RTX 2060 drivers are installed, and Intel's software tells me that all Intel drivers are up to date. Has anybody else experienced this? Any suggestions how I might resolve the issue?

    Glen
     
  2. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Hi Glen! Thank you for posting your Razer Blade's USB connectivity concern on our Support board. Are you referring to this Mini Dock? By the way, are you getting the same result if another TB3 (Type C) and USB devices are directly connected to your laptop?
     
  3. BeaconDigital

    BeaconDigital New Member

    Yes, that is the MinDock in question. I have since discovered that when I plug the MiniDock in and then a USB key, although the USB key does not appear, if I go into the Windows Device Manager and click on “Scan for hardware changes” the USB key mounts and opens up as it should. It seems like the automatic detection of hardware changes is not working for USB devices plugged into the TB3 MiniDock. I don't have any other TB3 devices that I can test with, just two of these MiniDocks which are both behaving the same way. USB-C connections (non-TB3) appear to work ok though.

    If it helps, Razer support had me record a video of what I am seeing.
    https://www.dropbox.com/s/vt37igbp86iv1i7/CalDigit TB3 MiniDock 02-12-20 v01.mp4?dl=0
     
  4. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Thanks for the link! That's interesting. Please send me a PM together with your case number so I can check its history. Let's continue from there.
     
  5. BeaconDigital

    BeaconDigital New Member

    I have found that if I turn off power management on the USB controllers within device manager, the Mini Dock works intermittently. It appears that when it does work, I can plug-in and unplug devices without any issues. But then other times when I plug the Mini Dock in, it acts as it did before with no USB functionality.
     
  6. Razer.SpeedCr0ss

    Razer.SpeedCr0ss Speed Hunter Staff Member

    Thanks for letting me know. Please send me a PM so I can assist you right away.
     
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