CB342CK USB 3.0 Hub Up/down-stream Connection Issue

ToNoVioY
ToNoVioY Member Posts: 2 New User
edited February 22 in 2020 Archives
Hi, all,

I recently purchase two monitors--CB342CK. Both monitors I encountered USB connectivity issues. The display signal and audio worked as expected. I could even use the Acer Display Widget Application (version 3.0.2.0) to adjust my monitor setting via the communication on the HDMI cable. I even tried to upgrade the monitor driver (version 1.0) from the official website posted on 10/21/2019. None of them helped. Overall, this is a good monitor. But, it troubles me that the monitor's USB 3.0 hub does not work as advertised.

I used the provided optional USB 3.0 Type-A Male to Type-B Male to connect from the USB 3.0 upstream port from the back of the monitor to my laptops (Macbook Pro and Windows PC). I followed the exact instruction as described on the user manual to have the USB cable connection established first before powering my monitor then my computers. Whereas, my peripherals, such as keyboard and memory stick were preconnected to the USB 3.0 downstream ports on the back of the monitors. None of my computers could recognize my connected peripherals. I used macOS and Windows 10's device manager to check whether there was an unknown USB 3.0 hub device connected to the computer. However, it did not appear for recognition. I tried to reboot for multiple attempts, even with another brand new USB 3.0 Type-A Male to Type-B Male cables. I can never get it to work.

I have a background in electrical and computer engineering. But, this should not be a complex issue that I cannot figure out on my own. I have utilized all resources online on discussion forums and re-read the user manual couples times. Is this a design flaw that should have been caught during the product Q/A testing before packaging? I contacted Acer customer support. I'm waiting for contact from the Level II technician to sort out this issue.

Has anyone else had a similar experience and would like to share and advice? I appreciate it.

Answers

  • DevilsHaven
    DevilsHaven Member Posts: 5 New User
    I have just purchased this unit, same here, pluged in the usb cable provided and nothing happnes, my devices get power but no data, tried both ports, and 3 ports are missing, online specs advise that there are 5 ports on this unit
  • DevilsHaven
    DevilsHaven Member Posts: 5 New User
    just purchased a 2nd unit to test, same issue, usb not working, it charges but no connection
  • billsey
    billsey ACE Posts: 34,219 Trailblazer
    @DevilsHaven have you also contacted Acer support? We haven't heard back from @ToNoVioY so don't know if his was fixed, replaced, or just user error.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • ToNoVioY
    ToNoVioY Member Posts: 2 New User
    @DevilsHaven and @billsey : No, I have not heard from Acer's technician II at all since then. I had returned the two monitors to Costco. I was reviewing other customers' reviews on Costco Online's website. There was one customer who had the same issue as I did. There was also a customer who claimed that he/she did not experience the USB issue. See this reference link

  • DevilsHaven
    DevilsHaven Member Posts: 5 New User
    I have contacted customer support, awaiting a call back from level 2 or whom ever is higher then the online chat i spoke to
  • DevilsHaven
    DevilsHaven Member Posts: 5 New User
    1st contact was dec 30, so hofully means some one will get in touch on the 2nd?
  • DevilsHaven
    DevilsHaven Member Posts: 5 New User
    level 2 support got in touch, advised they will look into the marketing having 5 usb ports, while monitor has 2, but only solution for usb ports function is to try to exchange it again or send for repeir.