StarTech MSTDP123HD HDMI Multi Monitor Adapter User Manual

Troubleshooting

• No video signal is appearing on my display. How do I fix this?

Check that the device is not being used in reverse.
The display does not support the resolution set within Display Settings. Adjust the resolution to be the exact resolution and refresh rate recommended by the display manufacturer.

• I’m not seeing a video signal on the displays or all displays show the same thing. How do I fix this?

1. Open the Intel, AMD, or Nvidia application that controls the display settings. This is recommended over Windows Display Settings when using an MST product. Go to Settings and select the monitor that is not outputting a video signal. Check that the resolution and refresh rate is correct for that model of display.
2. The product may be connected to a video source that does not support MST. Note: macOS will not allow the displays to our product to be extended.
3. In Windows, open Screen Resolution or Display Settings and ensure all numbered displays are set to Extend. If some displays do not appear, press the scan button (where applicable) firmly for about half a second.
4. The display configuration may be using too much bandwidth. An example would be two 4K displays and one 2560×1440 display. That configuration will exceed the bandwidth limitations of DP 1.2. Also, be aware of displays with higher refresh rates. A 120 Hz display will use twice the bandwidth of a 60 Hz version using the same screen resolution.
5. One or more of the displays(s) connected to our MST hub may be set to the wrong video input. Use the display’s on-screen display menu to select the correct input.

• The video signal is flickering. How do I fix this?

1. Try using shorter or higher-quality video cables.

2. Press the scan button (where applicable) on our product firmly for about half a second. Then open Screen Resolution or Display Settings and ensure all numbered displays are set to Extend. For good measure, ensure each display is set to a 60 Hz refresh rate before trying to use a higher refresh rate.

3. If using passive DisplayPort to DVI or HDMI cables or adapters, replace them with active
   DisplayPort to DVI or HDMI adapters (Ex. DP2DVIS, DP2HD4KS).
   • Note: these adapters will require a DVI or HDMI cable to be used to connect the monitors.

4. The primary display adapter for the computer has an outdated or basic driver installed. Update the video driver using the manufacturer’s support site.
   • Everything is hooked up but nothing is working. What should I do?
   https://youtu.be/S6nPOK2yvHU

When you troubleshoot issues with an MST hub, there are some quick tests that you can complete to rule out potential problems. You can test to make sure that the following components are working correctly and are not the source of the issue:

• Video cables
• Video source
• Video destination
• MST Hub

To test your setup components, try the following:

• Use the video cables, video source, video destination, and MST hub in another setup to see if the problem is with the components or the setup.
• Use a different video cable, video source, video destination, and MST hub in your setup to see if the problem persists. Ideally, you should test a component that you know works in another setup.

Note: Some 4K displays, even if set to 1920×1080 resolution, will still reserve the full 4K bandwidth. As a the result, this may prevent some displays from outputting a video signal or prevent certain resolutions from being available on the other displays.
When you test your cables, it is recommended that you do the following:

• Test each cable individually.
• Use short cables when you are testing.
• Eliminate the use of adapters, extenders, or splitters where possible.

When you test the MST hub with your computer system, do the following:

• Make sure that the computer/graphics adapter is MST compatible. For more information, refer to the following FAQ: http://www.startech.com/faq/mst-hubs-gpu-compatibility.

• Make sure that the latest graphics drivers are installed. The latest drivers are available on the
  website of the manufacturer of the graphics adapter.

• Use compatible adapters. For example, DisplayPort to HDMI and not HDMI to DisplayPort.

Note: Drivers are not required for the MST hub.
To check to see if Windows is detecting the monitor, on a computer that is running a version of
Windows 8 or Windows 10, do the following:

1. On your keyboard, press the Windows key + X and click Control Panel.
2. Click Appearance and Personalization, then click Display.
3. In the left column, click Resolution or Adjust Resolution. Your monitors will be displayed as numbered icons.
4. To see which monitors are detected, click the Display menu.
5. To display the numbers on each of the connected monitors and see how the operating system has assigned their positions, click Identify.

To check to see if Windows is detecting the monitor, on a computer that is running a version of Windows 7, do the following:

1. Right-click on the desktop and click Screen Resolution.
2. To see which monitors are detected, click the Display menu.
3. In the left column, click Resolution or Adjust Resolution. Your monitors will be displayed as numbered icons.
4. To display the numbers on each of the connected monitors and see how the operating system has assigned their positions, click Identify.
   • My monitors are flickering when used through my MST hub. What do I do?
   

https://youtu.be/3DXiPSJJYgg

If you are experiencing flickering issues with the MST hub, your monitors may be at a 59 Hz refresh rate. If they are at 59 Hz, you need to adjust the refresh rate to 60 Hz. In order to change your monitor’s refresh rate, complete the following:

1. Right-click anywhere on your desktop.
2. Click Screen resolution or Display settings.
3. At the top of the screen, select the monitor that you want to change the refresh rate for.
4. Click Advanced settings or Display adapter properties.
5. On the Monitor tab, click the Screen refresh rate drop-down list.

Note: This step may vary depending on your operating system and graphics card.

• Some or all of my monitors are not waking up after my computer or tablet comes back from Sleep mode. What do I do?
  

https://youtu.be/R7ogfPXXdvo

If the displays connected to your MST hub do not wake up after your computer goes to sleep, change the input on the monitor(s) from Auto to the correct input (for example, DisplayPort or HDMI). This prompts the monitor to send its identification data to the correct port instead of scanning for ports
when the signal is lost.
After you select the correct input on the monitor(s), press the Scan button to initiate the handshake (EDID) process. For more information on the Scan button, refer to the following FAQ: http://www.startech.com/faq/mst- hubs-scan-button.

If you set the monitor to the correct video port and press the Scan button and the issue is still not resolved, you need to disable sleep mode on your computer. To disable sleep on a computer running a version of Windows, complete the following:

1. Open Control Panel.

2. Click Power Options.
   Note: Depending on how you have the View by options set in Control Panel, you might have to click Hardware and Sound to see Power Options.

3. Click Change plan settings for the plan in use.

4. For both entries, change Put the computer to sleep to Never.

5. Click Save Changes.

• My MST hub will only mirror/duplicate my displays. What do I do?

By default, most systems will duplicate to multiple displays when an MST hub is attached. If you are getting mirrored displays and cannot detect more than one display in Screen Resolution or Display Settings, your graphics card may not be compatible with MST. For more information about how to determine if your graphics card is MST compatible, refer to the following
FAQ: https://www.startech.com/faq/mst-hubs-gpu-compatibility.
If you are using a version of Mac OSX, refer to the following FAQ for more
information: https://www.startech.com/faq/mst-hubs-mac-osx- support.

• My mouse does not move properly between my monitors; what do I do?

In order for your mouse to move properly between your monitors, you must rearrange your monitors in Windows to match the physical location of your monitors on your desk. To do so, complete the following based on your operating system:

Windows 10 and Windows 8

1. On your keyboard, press the Windows key + X and select Control Panel.
2. Click Appearance and Personalization, then click Display.
3. Click the Resolution or Adjust Resolution option from the left column, which will display your monitors as numbered icons.
4. Click Identify to display the numbers on each connected monitor, showing how the operating system has assigned its positions.
5. Click and drag the monitor icons to best match your physical setup.
6. Click OK to apply the changes and close the window.

Windows 7 and Windows Vista

1. Click the Start button and select Control Panel.
2. Click Appearance and Personalization, then click Display.
3. Click the Resolution or Adjust Resolution option from the left column, which will display your monitors as numbered icons.
4. Click Identity to display the numbers on each connected monitor, showing how the operating system has assigned their positions.
5. Click and drag the monitor icons to best match your physical setup.
6. Click OK to apply the changes and close the window.

Windows XP

1. Click the Start button and select Control Panel.
2. Double-click Display.
3. Click the Settings tab, which will display your monitors as numbered icons.
4. Click Identity to display the numbers on each connected monitor, showing how the operating system has assigned their positions.
5. Click and drag the monitor icons to best match your physical setup.
6. Click OK to apply the changes and close the window.

To mirror the image from your primary monitor instead of extending your desktop, refer to the
following FAQ: http://www.startech.com/faq/Windows_Mirroring_Monitors

• Why is my DisplayPort converter not passing audio?

If a DisplayPort converter with audio is not passing sound from the source to the destination, complete the following:

1. Make sure that the DisplayPort connection on the video card is the default audio playback device.
2. Make sure that the video card has the DisplayPort audio codec installed. If not, visit the video card manufacturer’s website to find out how to update the video card driver.

• Safety Measures

• If product has an exposed circuit board, do not touch the product under power.
• If Class 1 Laser Product. Laser radiation is present when the system is open.
• Wiring terminations should not be made with the product and/or electric lines under power.
• Product installation and/or mounting should be completed by a certified professional as per the local safety and building code guidelines.
• Cables (including power and charging cables) should be placed and routed to avoid creating electric, tripping, or safety hazards.

StarTech.com Ltd.
4490 South Hamilton Rd
Groveport, Ohio 43125 U.S.A.
Toll Free: 1 800 265 1844
Fax: 1 (519) 455 9425

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