Bought a USB-C to ethernet port for my Swift SF314-41,the adapter connects but randomly disconnects?

NG89
NG89 Member Posts: 1 New User
edited October 2023 in Swift and Spin Series
Hello,

I have had my Swift SF314-41 NXHFDEK008XXXXsince July 2020 and I use it for film and TV productions in the production office. Sometimes I encounter WiFi dead zones and needed a wired solution to solve this. So after some research, I decided to buy a Cable Matters USB-C to Ethernet adapter and an ethernet cable from Amazon UK.

Now the connection works but it disconnects randomly, I have followed Cable Matter's guide on disconnection issues and have come to no solution, I even looked for a similar device manager issue like Dell computers have but no solution. I followed their instructions, I even restarted the laptop during the process. I disconnected the adapter, removed the driver, restart, install the driver, restart, connect the adapter, works. Then after about 20mins it disconnects and only works if I disconnect the adapter physically and connect it back after a second. During this whole process, all other USB ports were unoccupied.

I initially thought it might be an activity issue but it still disconnects when I am watching an on-demand stream randomly. I have also checked this article for a BIOS /Firmware/Driver solution via the Swift SF314-41 support page but there is no update for USB-C or USB.

I tested the adapter with an about 10-year-old, unbranded 2m Cat 5e cable (never failed) that I use with my desktop PC and after about 20-30mins the adapter disconnected like the other cable. The other cable is a brand new Rhinocables 5m Cat6 cable. Overall the USB disconnections from the adapter have been random.

I tested the adapter both times while watching a live stream via Mozilla Firefox on my laptop with only the USB-C to ethernet adapter connected. Another bit of information is during uses/tests the green LED has been solid and the orange LED flashes with activity.

Now Cable Matters support have been supportive and said the 'ethernet adapter really should be plug and play, so, it is surprising that you’re having such difficulty staying connected.' They even sent me another adapter free of charge but it is acting the same.

So now I suspect the laptop, I looked into the power options and set the options to not send the laptop to sleep when the power is plugged in for 1 hour, adapter disconnected after about 20mins. I went into advanced power options and set the 'USB selective suspend setting' to disabled when plugged in, adapter disconnected again after about 15mins.

The only solution so far is to physically disconnect the adapter when it randomly disconnects from the network and reconnect, my only worry doing this is that it will wear the USB-C port which I would like to avoid plus it can be very disruptive to my workflow.

Please can anyone help? it would be greatly appreciated.

[Edited the content to hide sensitive information]


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