The hardest part of troubleshooting is identifying the main problem. What is suggested is going from the most likely to the least likely issue. The tabs are in order of most to least likely.
The most likely culprit will be the computer. One way to tell if the dock is the issue, is everything else connecting? (the webcam, the audio system?) if everything else is connecting the computer is probably to blame.
Is it the software?
Powerpoint can be problematic. Try the online version of powerpoint.
If clicking the mouse/clicker progresses the powerpoint on the lounge monitor but not the laptop, try turning off "Use Presenter View" under the Slide Show tab.
Is it the presenter's computer?
Have they run updates recently? If they have not this can create connection issues with the dock.
If this is not the issue the computer may need the dock connection software installed. Can be found here: LINK
Download Display link driver for Mac or Windows.
Is it our device?
Is it up to date? Updates should be checked for weekly on our devices but it's possible for an update to be pushed at a weird time. Try a different port. Sometimes ports get corrupted. Push comes to shove, try a different laptop.
Is it a mac?
Sometimes Mac's need permissions to connect. Try System Settings >Privacy & Security settings>Advanced options then Allow accessories to connect
If nothing is connecting, then it is likely the dock is to blame.
The current dock is a Kensington SD4780P. We've had quite a few Dell laptop computers that don't play well with the dock, but that can be fixed with a driver upgrade. You'll want to download and install the most recent driver from here.
- If you are viewing this page on a separate device from the one you want to install the driver on, you can search for "Kensington SD4780p driver" and select the Software & Drivers link under the Kensington.com result. Enter the model # (SD4780p) to find a link to the driver upgrades page for that model.
If you have more than one option for drivers to download, choose the DisplayLink driver for the appropriate operating system of the computer.
Admin credentials may be required to install drivers on certain devices. If the driver installation is successful, you may need to disconnect and reconnect the dock or restart the computer for the driver to activate correctly.
Is it the cord?
The current cord is using an extension USB-C cord, this is not foolproof. Disconnect the extension cord from the dock in the back and connect the cord with the blue tips, pictured below:
Turn it off and on again....no really
Sometimes you just need a break...that goes for tech too. Turning the dock off can be tricky, best to disconnect the power cord from the back, count to ten then plug the power back in.
Nothing worked!!
If none of the above works, you can disconnect the HDMI cord and sound usb cord (it is labeled) and plug both directly into the computer.