Solutions for Type-C connections
Important: frequently asked questions and solutions for Type-C connections
Thank you for your understanding. ※ due to the large amount of information, please go through until the end.
Purpose of this page
To quickly resolve common customer issues related to display issues on Type-C connections:
We have summarized self-diagnosis methods for each cause and specific steps to deal with it.
Please be sure to check all items as safety operation recommended by the manufacturer may be required depending on the incident.
Major problems and five-stage solutions
[problem phenomenon]
Connecting a PC to a display with Type-C does not display
The screen suddenly stopped connecting
Step 1: confirm device specifications
Cause: the Type-C port of the device is "video output not supported"
What to do:
Check the specifications of your device (PC/ smartphone, etc.) for USB-C Alt Mode or Thunderbolt 3/4 support. If not, an adapter may be required.
Please contact the manufacturer's official support if you are unsure.
Step 2: confirm cable compatibility.
Checkpoint:
1. Sometimes video signal cannot be sent with a normal charging cable.
If you are using an adapter (e.g., Type-C to HDMI), make sure the adapter is working correctly.
Confirmation of maximum power support (example: display power requirement 60w, maximum cable support 100w, etc.)
Step 3: try another device
Connect the monitor to another device or test it on another monitor to see if the issue is on the device or monitor.
Step 4: update the driver
Update your device's video card driver or Type-C controller driver for compatibility.
Step 5: remove static electricity/cache failure
What is static electricity/cache failure?
1. Static electricity
Cause: electronic devices may accumulate static electricity during operation, especially in dry environments. Static electricity can cause anomalies in the Type-C interface and related circuits and affect signal transmission.
2. Cache or temporary failure
Cause: during device operation, the Type-C controller or graphics card driver may not be able to output the video signal properly due to cache errors or temporary failures.
3. Power management issues
Cause: the power management module of some devices may not be able to properly distribute power or signal to the Type-C port due to abnormal conditions.
4. Hardware protection mechanisms
Cause: some devices will automatically shut down the video output function of the Type-C interface to protect the hardware if abnormal current or voltage is detected.
2 practical significance of discharge detection
Discharge detection is an easy, quick and non-destructive troubleshooting method in the following scenarios:
The device suddenly stopped output video signal.
The Type-C interface is running unstable.
After connection, the device and monitor do not respond.
Principle of discharge detection
Discharge of static electricity: static electricity can accumulate during operation of the device, causing the Type-C interface or related circuits to malfunction. By discharging, static electricity can be removed and the interface function can be restored.
Hardware status reset: complete blackout and release of residual power clears cache and temporary faults, allowing the device to reinitialize hardware and drivers.
[Type-C safe procedure for discharge detection]
(1) turn OFF the power of all devices using Type-C connectors to unplug the adapter from the electrical outlet
(2) disconnect all connections (USB devices, docking stations, etc.)
(3) hold the power button of the display for 15 to 30 seconds (discharge the internal residual power)
(4) after leaving for 10 minutes, reconnect the Type-C cable and confirm the connection is reliable
5) turn on the power of the device and display to confirm that it is back to normal
[notes] when the discharge test does not go well
If the discharge test does not resolve the issue, the following are possible causes:
Hardware failure: Type-C or monitor connector is damaged.
Compatibility issues: your device is not compatible with your monitor or cable.
Driver issues: device drivers are not properly installed or updated.
If the problem persists, it is recommended that you contact your device or monitor's after-sales service for a detailed inspection.
For your safety, do the following immediately:
1. Video of the situation when the phenomenon occurs
2. Record the certification mark of the model and cable of all the equipment used
3. Please be sure to let us know which steps you have tried in order to propose the best solution for your situation.
4. Contact our customer support with the title of "emergency: Type-C video output failure"
