Frequently Asked Questions
1.Q:Why is there no sound from the device after connecting the monitor?
A: As shown in the figure: MAC: Open Mac system settings, select the sound option, then select the device output: Macbook speakers, and the sound will return to normal. Windows: Open Windows system settings, select sound, then select the correct audio output device in the pop-up window, such as “speakers” or “headphones,” and the sound will return to normal.
2.Q:Why does the wireless device lag when connected to the USB port?
A:Since the USB A 3.0 port may interfere with the 2.4G wireless signal (i.e., the wireless receiver for the mouse) during use, causing the mouse to lag, we recommend connecting the wireless mouse or keyboard receiver only to a USB 2.0 port. We do not recommend using USB 3.0 (which is primarily used for file transfer). Additionally, if the distance between your wireless mouse (e.g., Logitech, Razer, ASUS) is too far from the wireless receiver, which can also cause lag. We recommend connecting the wireless receiver to a USB 2.0 port and keeping the wireless receiver as close to the mouse as possible. Otherwise, if they are too far apart, signal loss may occur, leading to lag. As shown in the figure:
If the wireless device is already connected to a USB A 2.0 port but lagging still occurs, we recommend disconnecting any nearby USB A 3.0 devices that are in use and leaving only the USB A 2.0 connection for the wireless device. This can effectively reduce interference.
3.Q:Why is there no image on the monitor when connected to the USB C port?
A:The USB-C port does not support video display; it can only be used for data transfer. We recommend connecting only to the HDMI port, as it supports video display.
4.Q: The hub gets hot when it is working. Is this normal?
A：Because the Hub internal chip, the work will generate heat, when connected to multiple devices, the heat will be more pronounced, the temperature will be higher,
so if the hub is fully loaded when the temperature is 45 ° C -60 ° C is normal, please do not worry about it, to avoid high temperatures, it is recommended that the device is not used to unplug;
5.Q: Why can't this hub charge my laptop?
A: Please check whether your laptop's USB-C port supports charging functionality. If your laptop's USB-C port only supports data transfer functionality, it does not support charging. We recommend visiting the laptop manufacturer's official website to verify the specific parameters of the USB-C port. Secondly, check whether the laptop was originally designed to charge via the USB-C port. If the laptop's original charging method involved using an AC/DC charger as shown in the diagram below, it is not compatible. As illustrated:
Additionally, verify whether the USB-C charger is an original accessory. If you choose to use a third-party USB-C charger, it must comply with the USB Power Delivery (PD) protocol and ensure that the power output is equal to or greater than the original standard. If either of these conditions is not met, the charger will not be able to charge your laptop. We recommend that you directly choose the original USB-C charger provided by the laptop manufacturer.
6.Q：Why can't Apple SuperDrive DVDs be read?
A: As an external optical drive, the Apple SuperDrive requires more power. The C39 USB port cannot currently meet its power requirements. We recommend connecting it directly to the computer's native USB port by plugging the SuperDrive directly into the Mac's USB-A/C port for more stable power supply.
7.Q:Why is the network port indicator light on, but the laptop still has no network connection?
A: WIN computer: First, check the network card driver. In Windows Device Manager, check whether the network card chip and driver are recognized. If a yellow exclamation mark is displayed, you need to update it manually, as shown in the figure below:
（step1）：Click on this computer；
（step2）：Click the "Manage" option
（step3）: Click Device Manager；
（step4）: unfold USB Controllers；
（step5）：If you see there is an unknow USB device with a yellow mark, then Right-click to uninstall it；
（step6）： After uninstall the unkown device,please click this tool to update the hub driver.Then you will find the ethernet works.
Then reinstall the network card driver. Download the driver address:
https://www.asix.com.tw/en/product/USBEthernet/Super-Speed_USB_Ethernet/AX88179B ；
MAC system: First, check the device properties of your Macbook to see if it has an AX88179B chip, as shown in Figure 1.
If not, you need to manually start the Ethernet link in System Settings - Network, as shown in the figure.
Step：1 Click to open System Preferences
Step 2: When you connect the hubs to your Mac separately, can you see the words “USB 3.1 hub” and “USB 2.1 hub”?
Step 3: Set to use DH manually
Step 4: Manual address: 0.0.0.0
2.We recommend restarting your computer and router, or replacing the network cable.
8.Q:Why can't I read my hard drive device on my Mac laptop?
A: First, check if the hard drive you are using is in ExFAT format (the hard drive format that MacBooks can recognize). If not, we recommend that you first back up the contents of your hard drive using a Windows computer, and then format your hard drive to ExFAT using your Mac laptop. The specific steps are shown in the figure below:
Step：1 Click to open System Preferences
Step：2 Click on Disk tools 
Step：3 Click on your hard disk and select Erase
Step：4 Select ExFAT format
9.Q: Why does the external monitor screen go black when I close the lid of my laptop?
A: Because your laptop entered sleep mode by default when you closed the lid, the display screen went black.
The following two methods can solve the problem of the external monitor remaining on after closing the laptop screen.
The first method:
step 1：Click to open System Preferences
Step 2: Click to open the battery, then click Options.
step3：Open the content indicated by the red box and red arrow
Note that after completing the settings according to the above steps, you need to turn on the power to use the external monitor with the cover closed.as shown：
Note that after completing the settings according to the above steps, if the power is not turned on, after closing the cover, the external monitor cannot display the picture, but a black screen
The second method:
Step 1: Download Amphetamine from the Apple App Store.
step2：After the installation is complete, open Amphetamine Move to Quick Preferences and check the second option 
step3：After clicking Indefinitely, the MacBook case can be connected to an external monitor without power supply.
10.Q: Does my hub need to be plugged into a power outlet when connected to my laptop?
A:You don't have to plug in the power supply unit, but when you plug in the hub and your computer is not plugged into the original computer to charge it, your computer will run out of battery over time. Therefore, we recommend that you plug the power supply unit into the PD port of this hub to charge your computer.
11.Q:Does this hub video port function (DP, HDMI and VGA) I purchased support external converter?
A:At present, you have purchased this hub video port (DP, HDMI and VGA) temporarily does not support external converters [cross-protocol conversion (such as DP → HDMI)], but if the same protocol conversion is supported by external converters (such as HDMI → HDMI), because these video ports themselves are directly transferring the original signals (such as HDMI signals, DP signals, VGA), the HUB is only the input signals to the original signal (such as the analog signal), the HUB is only the input signals to the input signals, and the HUB is only the input signals to the input signals to the input signals. Because these video ports themselves directly transmit the original signal (such as HDMI signal, DP signal, VGA analog signal), the HUB is only the input signal to the output port as it is, does not involve any protocol conversion, so the compatibility is completely determined by the display device：
1}HDMI ports do NOT support HDMI-to-DP/USB-C/Lightning cables;only support HDMI to HDMI cables;
2)DP ports do NOT support DP-to-HDMI/VGA cables; only support DP to DP cables;
3}VGA ports do NOT suppport VGA-to-HDMI cables;only support VGA to VGA cables;
3) USB C PD-Port only supports charging laptops. Video output and mobile upload are not supported.
12. Q: How can I connect multiple external monitors to my Windows laptop, and how do I set the resolution?
(Note: I am using a Windows laptop. When I connect two or three external monitors to a hub, I notice that some monitors display a black screen, while others show a blurry image. How should I configure the monitors to ensure they display properly, and how can I make the images on the lit monitors appear as clear as possible?)
A: When using multiple external displays connected to a hub, some displays may experience black screens due to the system failing to recognize them in time. In this case, you only need to make a simple manual setting to use them normally. Additionally, regarding your question about how to make the display image as clear as possible (which is related to the resolution settings), I will answer these two questions in the following video:
https://cdn.shopify.com/videos/c/o/v/d981e21d0c4942b58d73a782a023d2e1.mp4
13.Q: How do I connect multiple external monitors to my Mac laptop, and how do I set the resolution?
(Note: I am using a Mac laptop. When I connect an external monitor to a hub, I don't know how to set the mirror mode, extended mode, and resolution.)
A:Here are the steps to set up Mac Mirror Mode and Expanded Mode as shown in the figure:
step1：Open MacBook settings
step2：Click on Displays
step2-1：Expanded mode when unchecked 
step2-2：Copy mode when checked 
step2-3：Expanded mode when unchecked 
step2-4：Copy mode when checked 
step2-5：Expanded mode when unchecked 
step2-6：Copy mode when checked 
Step 3: Set the resolution
Step 3-1 Click the “Displays” option and select the display you want to change.
Step 3-2 Set the resolution to: 3840x2160
Step 3-3 Select a refresh rate of 60Hz.
14. Q: Which laptops are currently incompatible with the HUB?
A: The following table shows the incompatibility of the hub with certain laptop types and models (the list will be continuously updated).
15. Q: Why do some USB flash drives or wireless mice sometimes fail to be recognized, or are recognized intermittently?
(This problem is more likely to occur after a new system installation, or when the system and software have not been updated for a long time.)
A: 1.Restart Your Computer
A simple restart can resolve many issues. It refreshes the system and may automatically install missing drivers for your USB devices.
2.Change USB Ports
Sometimes, the issue may be with a specific port. Disconnect your USB device and try connecting it to a different port on your hub. If the device works on a different, run a USB diagnostic test on your Dell computer.
3.3-1 Update Drivers and BIOS
Sometimes, the issue may be with a specific port. Disconnect your USB device and try connecting it to a different port on your hub. If the device works on a different, run a USB diagnostic test on your Dell computer.
You can visit the official website of the laptop you purchased to find the driver update assistant, which will provide a more comprehensive solution to your driver update issues.
Example：There is an update drivers for Windows® 10 and Windows 11* dell laptop about Intel® Wireless Bluetooth® Drivers on 4/29/2025, so you have to update it,otherwise your wireless devices may not work.
For example, the software update steps for Dell computers: (Dell Computer Support Assistant)
Outdated drivers or BIOS can cause connectivity problems. The BIOS controls hardware functionality, including USB ports. SupportAssist is Dell's automated tool that scans your Windows computer for driver and firmware updates, downloads, and installs them.
1.Search for SupportAssist in the Start menu and open the app.
2.On the Home tab, select Update software.
3.Click Start to check for driver and BIOS updates.
4.Follow the on-screen instructions to complete the installation and restart your computer if prompted.
After updating your computer's Drivers and BIOS, shut down the computer and manually restart it instead of pressing the restart button on the computer.
3.3-2 Uninstall and Reinstall USB Controllers
Corrupt USB controller drivers can cause device recognition issues. Here's how to reinstall them in Windows:
1.Right-click on the Start button and select Device Manager.
2.Expand Universal Serial Bus controllers.
3.Right-click on each entry and select Uninstall device.
4.Restart your computer.
5.Windows automatically reinstalls the necessary drivers.
This process resolved driver corruption and restores USB port functionality. If the USB port isn't working, proceed to the next step.
Then shut down the computer and manually restart it instead of pressing the restart button on the computer.
4.Testing USB devices on Another Device
To rule out whether the issue lies with the usb devices or the computer, try connecting the usb devices to another device. If it works on a different computer, the problem is likely with your computer settings.
16.Q: I am sure that my computer's USB-C port is compatible with this hub, but it does not display or the screen flickers unsteadily. How should I set up my computer?
A: Update Drivers and BIOS(Dell Computer Support Assistant)
For example, the software update steps for Dell computers: (Dell Computer Support Assistant)
Outdated drivers or BIOS can cause connectivity problems. The BIOS controls hardware functionality, including USB ports. SupportAssist is Dell's automated tool that scans your Windows computer for driver and firmware updates, downloads, and installs them.
1.Search for SupportAssist in the Start menu and open the app.
2.On the Home tab, select Update software.
3.Click Start to check for driver and BIOS updates.
4.Follow the on-screen instructions to complete the installation and restart your computer if prompted.
After updating your computer's Drivers and BIOS, shut down the computer and manually restart it instead of pressing the restart button on the computer.
17.Q: Why does my computer screen go black several times when I plug in the hub, then recover after a few seconds? Is this normal?
A:This is because the computer identifies the monitor through the hub. No matter how many monitors you connect, it may go blank several times to identify them. Once it refreshes, it will light up normally, so please do not worry.
18. Q: How do I connect my computer to multiple monitors? How should I set it up?
A:Configuring Display Settings in Windows
Now, let's configure how Windows uses the external display.
1. Go to Start > Settings > System > Display. Open Windows display settings.
2. Under Multiple displays, select how you want to use the external display from the dropdown menu:
a.Duplicate these displays: Show the same screen on both displays.
b.Extend these displays: Use both laptop and external display as one large screen.
c.Show only on 1: Use only display 1.
d.Show only on 2: Use only display 2.
3. Adjust the resolution and orientation of each display according to your preference.
4. After you've made your selections, click Apply. If everything looks good, confirm by clicking Keep changes.
19.Q:After installing Windows 11 on my computer, this hub no longer works properly?
A: Since a new system has been installed, you need to ensure that your computer's software is up to date. You will need to update all of your computer's software to the latest version, otherwise the hub may not work or may be unstable.
For example, for Dell laptops, you can download Dell's support assistant, which will automatically detect and display all the software that needs to be updated for you to update. You can then install all the software that needs to be updated, restart your computer, and test the hub again.
An example of Dell's computer support assistant is as follows:
Update Drivers and BIOS(Dell Computer Support Assistant)
Outdated drivers or BIOS can cause connectivity problems. The BIOS controls hardware functionality, including USB ports. SupportAssist is Dell's automated tool that scans your Windows computer for driver and firmware updates, downloads, and installs them.
1.Search for SupportAssist in the Start menu and open the app.
2.On the Home tab, select Update software.
3.Click Start to check for driver and BIOS updates.
4.Follow the on-screen instructions to complete the installation and restart your computer if prompted.
After updating your computer's Drivers and BIOS, shut down the computer and manually restart it instead of pressing the restart button on the computer.
20.Q:The hub I purchased claims to support high resolution, but after using it, my laptop cannot achieve that resolution. Why is that?
A:Please note that while this hub supports higher resolutions, the actual output resolution is determined by your computer's graphics card bandwidth. If your graphics card's bandwidth is insufficient for the hub's advertised resolution and you attempt to set the display to that higher resolution, you may experience system freezes or an unresponsive cursor. Should this occur, reconnect the hub and lower the display resolution within your computer's settings to a level supported by your graphics card's bandwidth.
21.Q: When the computer is in sleep mode, the monitor does not turn on, or one of the video ports randomly turns black and needs to be reinserted before it can be used. How can this be resolved?
A:Plug your laptop into a power source to charge it. You will see a lightning bolt icon indicating that it is charging. Then use the hub.
Look at the red box and select the “never” option.