Service Hotline

+49 (0)4102 468 – 950



Hotline hours
Mon, Thu 13:00 - 17:00
Tue, Wed 10:00 - 12:00
Fri 13:00 - 15:00




Do you have a question concerning one of our products? Maybe it is a question asked frequently. Then it is likely to find the answer here.

Frequently Asked Questions

This is how to reach us:
Service telephone number: +49 (0)4102-468-950
Monday-Thursday: 8:30 a.m. - 5:30 p.m. and Friday: 8:30 a.m. - 3:00 p.m.
The usual call charge for national landline is applied to the call (call charges from mobile networks may vary).
up-downQuestions concerning adapter & Multi Docking

Frequently asked questions regarding adapter & Multi Docking:

This DockingStation is based on the DisplayLink technology

 


 What is DisplayLink?

With DisplayLink, you can quickly and easily connect several monitors to your PC via a simple USB connection. The DisplayLink driver software for DockingStation communication is installed on your computer.


 

 What I have to know before buying?

- Compatibility with host computers?

-All your USB devices from USB 3.0 are completely supported. With an adapter, the DockingStation can additionally connected to a USB 3.0 Type-C™ port. Make sure that the latest USB drivers and DisplayLink drivers are installed.

- How many monitors can I connect?

-Up to 6 monitors are possible under Windows® with DisplayLink technology. Under macOS® 4 monitors are possible.

- Is the DockingStation ready for gaming?

-No, first and foremost this technology is designed for productive use.

- Is Windows® 10 supported?

-Yes, please install the newest Windows® DisplayLink Driver to you Windows® device.

- Can I use the DockingStation with Mac?

-Yes, please install the newest macOS® DisplayLink Driver to you Apple device.

ATTENTION: Apple devices with the operating system macOS® 10.13.4 are not supported! As of macOS® 10.13.5 and higher, the operation of the DockingStation is again possible without limitations!

- Is the notebook charged through the DockingStation?

-No, this is not possible with DisplayLink technology. The notebook must be powered separately.


 

Setting up the DockingStation

How hard is the setup?

Simply install the DisplayLink driver software and connect the DockingStation to your notebook or PC. The DisplayLink driver automatically configures the monitor for optimal display quality and saves these settings for future use.

- What resolutions are possible?

-Supports resolutions of up to 4K / UHD

- How can I continue working with my closed notebook?

-Windows® provides special settings that control how the notebook behaves when the lid closes.

• You can make these settings in the power options.

• Select Settings – System - Power & sleep.

• Select "Additional power settings".

• Go to “Choose what closing the lid does".

• Select "Do nothing”.

-To keep the Mac® from shutting down when it's closed, the following actions are necessary:

• The MacBook® must be connected to the power supply.

• A mouse and keyboard must be connected.

• A monitor must be connected. In this case, the MacBook® can also be used when closed.

- The included USB cable is too short, can I use a third-party cable?

-Yes, this is basically possible. But is not recommended!

- Does the DockingStation prevent the use of video connections on the notebook directly?

-No, using the DockingStation does not limit the functionality of your notebook in any way.

- Does the DockingStation support audio output via HDMI or DisplayPort™?

-Yes, this is supported if your monitor has built-in speakers. To do this, you will need to change the default audio output in your system accordingly.

- No network connection via the DockingStation, but via the host computer. What is the problem?

-It is possible that the LAN/WLAN is only released for a known MAC address. In this case, the MAC address of the DockingStation and notebooks must be equated, or the passthrough of the MAC address of the notebook must be enabled. You can usually make this setting in the BIOS of your notebook.


 

Troubleshooting

- After the Windows operating system is updated, the DockingStation does not work anymore.

Please follow the following steps:

• Disconnect the DockingStation from the host computer.

• Download and run DisplayLink Installation Cleaner.

• Download and install the latest DisplayLink drivers.

• Restart the notebook/PC.

• Reconnect the DockingStation.

- The displayed image from the DockingStation is jittering or flickering.

• -This may occur if the framerate is set incorrectly. Check you system’s settings. For example, if 59 Hz is set, change it to 60 Hz. The same applies to 29 Hz, to be set here to 30 Hz.

• -If the problem persists, try using a high quality cable.

- The monitor does not turn on again after the notebook wakes from sleep mode.

• -On your monitor, change the input signal setting from AUTO to the specific source you are using (e.g., HDMI® or DisplayPort™). If the automatic search for an active connection does not find a video signal after a long time, the monitor goes into sleep mode and may stop responding to any signal from the DockingStation.

• -Windows® may have automatically turned off the USB root hub to save power. To prevent this from happening, follow these simple steps to change the USB root hub settings in order to stay active during sleep mode.

Windows 8/8.1 and 10

• Go to the Windows® settings and select "System" - "Power & sleep". Then select "Additional power settings".

• Click the power plan settings you want to use.

• Click "Change plan settings"

• Click "Change advanced power settings".

• Click the plus symbol (+) next to "USB Settings" and " USB selective suspend setting"

• Setting" to expand the options and change the setting to "Disabled”. Click OK to accept the changes.

Hint: You may need to disconnect and reconnect your DockingStation after applying these settings to restore the connection.

- The video output does not work even after installing the latest DisplayLink driver.

-Apple devices with the operating system macOS® 10.13.4 are not supported! As of macOS® 10.13.5 and higher, the operation of the DockingStation is again possible without restrictions!

- Why does my wireless mouse or keyboard look sluggish or not work properly when used with the DockingStation?

-Most USB wireless mouse and keyboard receivers work in the 2.4GHz band. Connecting the receiver to any USB 3.0 port can cause interference that can affect the performance of the device. The most effective method is to add a short USB 2.0 extension cable between the DockingStation and receiver to mitigate the effect, and many wireless keyboards and mice are therefore supplied with such a cable.

up-downFrequently asked questions regarding audio products

Questions concerning headphones:

up-downQuestions concerning mediaplayer

Frequently asked questions regarding multimedia players:

up-downQuestions concerning external enclosure

Frequently asked questions regarding external enclosures:

External Enclosures

 

What do I have to know before buying?

Compatibility with the host computer

For USB 3.0 and 3.1 enclosures of ICY BOX, make sure that the corresponding USB port is available on your host computer. Although our enclosures are always USB downward compatible, please note that the specified data transfer rates cannot be achieved with an older USB version.

Are cables included in the package contents?

• All our ICY BOX enclosures are supplied with cables. Whether integrated in the enclosure or included, the cables are always part of the ICY BOX enclosure.

• If you want to connect a USB Type-C™ enclosure to a USB Type-A connector, it is possible to use an adapter from ICY BOX (IB-CB015). The same works in the other direction from USB Type-A to USB Type-C™ (IB-CB003).

Up to what hard disk capacity can I equip the ICY BOX?

The capacity of all our enclosures is unlimited.

Can a HDD be removed from an external HDD and installed in an ICY BOX?

Only conditionally. It is possible that HDDs purchased in combination with enclosures have special firmware that prohibits operation in other external enclosures (e.g. ICY BOX) or only allows operation in special enclosures. We recommend to equip our external ICY BOX enclosures with conventional drives, which can be purchased separately on the market. 

 


 

Starting up

 

Are special drivers required?

No, only the standard USB drivers are required, which are already pre-installed on your system by default. Please make sure that the USB drivers are up to date.

Can the enclosure also be connected to USB 3.0 or USB 2.0 ports?

Yes this is possible. Please note, that the data transfer rates are much lower in this case.

Do I need a power supply for my external 2.5" enclosure?

An additional power supply for your 2.5" enclosure is usually not required. However, some of our external cases still have a 5 V connection to which you can connect an external power supply if required. An external power supply is not included.

 


 

Troubleshooting

 

Why is the HDD/SSD not recognized?

• Make sure your HDD/SSD is correctly connected to the external enclosure and its connectors.

• If the HDD/SSD is new, it must first be correctly formatted and partitioned before it is displayed in the system.

• Use a different USB port on your notebook or PC.

• Check if the power supply is connected and the external enclosure is switched on with the on/off switch (only for 3.5" enclosures).

• Update the USB 3.0 / USB 3.1 drivers of your notebook/PC or mainboard. Current USB drivers can be found on the website of your mainboard manufacturer.

Everything is connected, but no function.

To avoid possible problems, there are some quick tests that you can perform. You can test if the following components work correctly and are not the source of the problem:

• Cables - HDD/SSD - Enclosure To test your components, proceed as follows:

• Use the cables, hard drives, and enclosures on another system to see if your system is the source of the problem.

• Use a different cable, HDD/SSD, and hard disk enclosure one after the other to see if the problem persists. Ideally, you should test a component that you know works in a different setup.

Where can I find drivers for my device?

If drivers or firmware updates are available for your device, you can find them in the Download Center in the Download / FAQ / Support category. The category Download / FAQ / Support can be found for each product directly above the product description under the main features. However, if you are using a current operating system, it will rarely be necessary to install drivers at a later date.

 

up-downQuestions concerning NAS systems

Frequently asked questions regarding NAS systems:

up-downQuestions concerning SOHO/RAID

Frequently asked questions regarding SoHo/RAID:

up-downFAQs – DockingStations

Frequently asked questions regarding DockingStation:

This DockingStation is based on the DisplayLink technology

 


 What is DisplayLink?

With DisplayLink, you can quickly and easily connect several monitors to your PC via a simple USB connection. The DisplayLink driver software for DockingStation communication is installed on your computer.


 

 What I have to know before buying?

- Compatibility with host computers?

-All your USB devices from USB 3.0 are completely supported. With an adapter, the DockingStation can additionally connected to a USB 3.0 Type-C™ port. Make sure that the latest USB drivers and DisplayLink drivers are installed.

- How many monitors can I connect?

-Up to 6 monitors are possible under Windows® with DisplayLink technology. Under macOS® 4 monitors are possible.

- Is the DockingStation ready for gaming?

-No, first and foremost this technology is designed for productive use.

- Is Windows® 10 supported?

-Yes, please install the newest Windows® DisplayLink Driver to you Windows® device.

- Can I use the DockingStation with Mac?

-Yes, please install the newest macOS® DisplayLink Driver to you Apple device.

ATTENTION: Apple devices with the operating system macOS® 10.13.4 are not supported! As of macOS® 10.13.5 and higher, the operation of the DockingStation is again possible without limitations!

- Is the notebook charged through the DockingStation?

-No, this is not possible with DisplayLink technology. The notebook must be powered separately.


 

Setting up the DockingStation

How hard is the setup?

Simply install the DisplayLink driver software and connect the DockingStation to your notebook or PC. The DisplayLink driver automatically configures the monitor for optimal display quality and saves these settings for future use.

- What resolutions are possible?

-Supports resolutions of up to 4K / UHD

- How can I continue working with my closed notebook?

-Windows® provides special settings that control how the notebook behaves when the lid closes.

• You can make these settings in the power options.

• Select Settings – System - Power & sleep.

• Select "Additional power settings".

• Go to “Choose what closing the lid does".

• Select "Do nothing”.

-To keep the Mac® from shutting down when it's closed, the following actions are necessary:

• The MacBook® must be connected to the power supply.

• A mouse and keyboard must be connected.

• A monitor must be connected. In this case, the MacBook® can also be used when closed.

- The included USB cable is too short, can I use a third-party cable?

-Yes, this is basically possible. But is not recommended!

- Does the DockingStation prevent the use of video connections on the notebook directly?

-No, using the DockingStation does not limit the functionality of your notebook in any way.

- Does the DockingStation support audio output via HDMI or DisplayPort™?

-Yes, this is supported if your monitor has built-in speakers. To do this, you will need to change the default audio output in your system accordingly.

- No network connection via the DockingStation, but via the host computer. What is the problem?

-It is possible that the LAN/WLAN is only released for a known MAC address. In this case, the MAC address of the DockingStation and notebooks must be equated, or the passthrough of the MAC address of the notebook must be enabled. You can usually make this setting in the BIOS of your notebook.


 

Troubleshooting

- After the Windows operating system is updated, the DockingStation does not work anymore.

Please follow the following steps:

• Disconnect the DockingStation from the host computer.

• Download and run DisplayLink Installation Cleaner.

• Download and install the latest DisplayLink drivers.

• Restart the notebook/PC.

• Reconnect the DockingStation.

- The displayed image from the DockingStation is jittering or flickering.

• -This may occur if the framerate is set incorrectly. Check you system’s settings. For example, if 59 Hz is set, change it to 60 Hz. The same applies to 29 Hz, to be set here to 30 Hz.

• -If the problem persists, try using a high quality cable.

- The monitor does not turn on again after the notebook wakes from sleep mode.

• -On your monitor, change the input signal setting from AUTO to the specific source you are using (e.g., HDMI® or DisplayPort™). If the automatic search for an active connection does not find a video signal after a long time, the monitor goes into sleep mode and may stop responding to any signal from the DockingStation.

• -Windows® may have automatically turned off the USB root hub to save power. To prevent this from happening, follow these simple steps to change the USB root hub settings in order to stay active during sleep mode.

Windows 8/8.1 and 10

• Go to the Windows® settings and select "System" - "Power & sleep". Then select "Additional power settings".

• Click the power plan settings you want to use.

• Click "Change plan settings"

• Click "Change advanced power settings".

• Click the plus symbol (+) next to "USB Settings" and " USB selective suspend setting"

• Setting" to expand the options and change the setting to "Disabled”. Click OK to accept the changes.

Hint: You may need to disconnect and reconnect your DockingStation after applying these settings to restore the connection.

- The video output does not work even after installing the latest DisplayLink driver.

-Apple devices with the operating system macOS® 10.13.4 are not supported! As of macOS® 10.13.5 and higher, the operation of the DockingStation is again possible without restrictions!

- Why does my wireless mouse or keyboard look sluggish or not work properly when used with the DockingStation?

-Most USB wireless mouse and keyboard receivers work in the 2.4GHz band. Connecting the receiver to any USB 3.0 port can cause interference that can affect the performance of the device. The most effective method is to add a short USB 2.0 extension cable between the DockingStation and receiver to mitigate the effect, and many wireless keyboards and mice are therefore supplied with such a cable.

up-downFAQs – Keyboards

Frequently asked questions regarding DockingStation: