Zenbook UX425JA - Dell D6000/HP g5 essential dock Docking Station: Setting up 3 monitors

[xSky]

Hi,

I am trying to set up 3 monitors on my Zenbook UX425JA using a Dell D6000/ a HP g5 essential dock. Both of them didn't get the monitors working. Only keyboard, mouse, charging worked. I also have another laptop HP Probook 630 G8 that doesn't have this issue.

The monitor spec is the standard FHD 60hz, 2x HP E24G4, and 1x HP E24G5.

The Zenbook has 2x Thunderbolt™ 3 supports display / power delivery.  Please see the images attached to see the details. I am unable to "enable" the display through Windows Settings or through Intel Graphics App. I also have tried unplugging the third monitor, second monitor, and ended up with one monitor only, and it still didn't allow me to enable the display.

I have updated all my USB drivers, thunderbolt driver, intel graphics driver, bios driver. I have also reset my PC but still failed to get the monitor started.

I am scratching my head, not really sure why it still not work.

[Jose_Intel]

Hello xSky

Thank you for posting on the Intel️® communities.   

Did you perform a clean Windows installation?

Also, in order to have more information about your system, please download, install and run Intel® System Support Utility for Windows. Make sure you check “Everything” before you scan, then save the report and attach it to your response.

Best regards,

Jose B.

Intel Customer Support Technician

[xSky]

Hi, yes I have done a clean Windows 11 Installation earlier, including a reset. Please find the report attached.

[n_scott_pearson]

I can provide a little bit of input here:

• You have a 10th generation processor, which means support for only three simultaneous monitors. Since the laptop's integrated display counts as one (unless it is disabled when lid is closed), this means a maximum of two (not three) external monitors. Again, only if the integrated monitor is disabled when the lid is closed will you be able to connect and use three external monitors.
• Unless a TBT3 port has two DisplayPort lanes associated with it, you will be limited to a single monitor below (on TBT3 dock). I could find nothing in the documentation that would indicate that two DisplayPort lanes can be associated with a single TBT3 port (such silicon exists, but the documentation simply doesn't delve that deep (Asus doesn't provide TPS-level documentation)).
• Presuming this capability doesn't exist, if the goal is to have a single cable to unplug when going mobile, you are not going to accomplish this. You are going to have to use either the second TBT3 port (using good USB-C-to-HDMI adapter) or the HDMI port to connect the second monitor.

My recommendation would be to disconnect this dock completely and, in isolation, get a monitor working connected to HDMI first.

Hope this helps,

...S

[xSky]

Hi Scott, Thanks for providing detailed information of my system.

Scenarios I have tried but still unable to get the video output working:

- 3 monitors plugged to TB3 Dock

- 2 monitors plugged to TB3 Dock

- 1 monitor plugged to TB3 Dock

Have tried to use the traditional way HDMI-HDMI and it worked fine.

I haven't tried using USB-C to HDMI though. That would require me to buy a cable to try out.

So in summary does it mean my current laptop doesn't allow any external display through the dock?

[Jose_Intel]

Hello everyone!

Thank you for sharing that information.

@xSky please keep in mind that the Intel® Core™ i5-1035G1 Processor supports a maximum of 3 displays, including the built-in screen. https://ark.intel.com/content/www/us/en/ark/products/196603/intel-core-i51035g1-processor-6m-cache-up-to-3-60-ghz.html

Also, please check this information: Using Video Cable Adapters, Splitters and/or Docking Stations in Computers not Manufactured by Intel

Best regards,

Jose B.

Intel Customer Support Technician

[xSky]

Hi Jose, thank you for providing the links above. I have looked into it and understood that the laptop is only able to have 3 screens.

However the problem still exists - no screen was displayed through different docking stations. My question is, are the TB3 port doesn't support external display through the dock? Do I need USB C - HDMI cable to connect it to the monitor?

[Jose_Intel]

Hello xSky

Thank you for your response.

Please keep in mind that Intel does not recommend using any kind of adapters and cannot guarantee 3rd party products/adapters will work as expected.

We highly recommend using a direct connection with a single cable that has the same connection type on both ends (HDMI to HDMI, DP to DP, etc.).

Update the graphics driver to the latest version. Contact your system manufacturer to check if there is a graphics driver update available for your system.

If using a docking station, update the dock driver to the latest version. Contact your system manufacturer to check if there is a driver update available for the dock.

If the issue persists, it is possible that the adapter is not supported by the controller. In that case, you'll need to contact the adapter manufacturer for possible workarounds.

Please keep in mind that this thread will no longer be monitored by Intel. Thank you for understanding.   

Best regards,

Jose B.

Intel Customer Support Technician