Level 1

22 points

Pro Display XDR ports on the back randomly stops working while connected to MacBook

As stated in the question, the ports on the back stops working randomly after it is connected to MacBook, does not matter what MacBook it is connected to, Apple silicon or Intel chip shows the same behaviour. It happens all of sudden.

The reason I notice is that I have a keyboard and mouse receiver plugged in the back of the monitor and when it stops working, all of them stop responding. Has anyone experienced this before and was there any solution to it?

Posted on Dec 28, 2021 4:11 PM

Top-ranking reply

jihohhhh

Level 1

8 points

Posted on Jan 21, 2022 1:38 PM

I have the same problem. I have a keyboard, mouse, and webcam connected to each of the ports, and it randomly stops working. It seems pretty clear that this issue cuts off the data transfer but not the power.

As an example, I was on google meet with my webcam turned on. Suddenly my camera stopped, but the 'camera on' indicator on the webcam was still lit up. Additionally, my keyboard, which was connected to the display with USB cable, was charging, but did not transfer any inputs.

The fix to this problem is to turn off the display and then turn it back on (whether by cutting off the power or disconnecting the thunderbolt cable to mac). This has been such a hassle since this occurs multiple times a day.

I am actually very surprised you raised this issue. I thought I was a one-off with bad hardware, because I talked with a few 'experts' at Apple Support, and they had no clue. They suspected that the thunderbolt cable could be an issue and sent me a new one, but didn't help. They then suggested that I bring my monitor to the apple store, but I haven't yet because it's a hassle.

I hope they take this seriously and address the issue given that it's a $5000 monitor.

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40 replies

Jun 8, 2022 7:52 AM in response to cobrawayne

This seems to be happening with the Studio Display as well, when connected to a MacBook Pro.

Devices connected to the display's USB-C ports disconnect, and reconnect upon a reboot. Very frustrating.

jihohhhh

Level 1

8 points

Jan 23, 2022 3:52 AM in response to cobrawayne

Were you able to replicate the issue at the store?

So-called Apple 'geniuses' aren't smart enough. I think we can do their job and narrow down the cause of the problem.

What peripherals are you connecting to the port?

Me:

LOGITECH 4K Pro Magnetic Webcam for Pro Display XDR
LOGITECH G915 TKL TENKEYLESS LIGHTSPEED WIRELESS
LOGITECH PRO WIRELESS GAMING MOUSE

My observation is that when only my webcam is attached to the ports, it doesn't malfunction. But when connecting the keyboard and mouse Logitech receivers, it malfunctions. So, I wired the keyboard and mouse using USB cables, but still malfunctions. Don't think the wireless receivers are the problem here. Possibly the data transfer from the Logitech keyboard/mouse over the Pro Display XDR is triggering some sort of circuit breaker in all the ports for all data transfer

jaydee8

Level 1

8 points

Apr 25, 2022 8:35 AM in response to reio

Totally understand! I think your engagement with support would be helpful with this considering that you have two monitors that are doing the same thing. Seems that with me only having one, they are pushing it in the direction of a hardware issue with the display.

I have not taken mine in the store, they're just doing some basic troubleshooting and collecting of logs virtually.

Not sure if this will work, but if you open a case, maybe I can share your case number with the engineer that I am working with so that they can have more data to review, as well see that it's not just a one-off occurrence with my display. If you're okay with that, you can open your case and email me the case number or vice versa.

[Email Edited by Moderator]

D Nelz

Level 1

0 points

Jun 2, 2022 12:58 PM in response to jeffhodsdon

We are having the same issues with the new studio display usb hubs as well. I can the one constant in all these comments is we all using logitech peripherals. I didnt have this issue with MX keys/MX Master 3 mouse using the unifying receiver. but when I switched to the MX Mechanical/MX Master 3s using the bolt receiver it started.

JannesV

Level 1

8 points

Sep 14, 2022 5:44 AM in response to cobrawayne

Not with a Pro Display XDR but I have the same issue with my 2021 M1 Pro Macbook. It's connected to a CalDigit USB-C Pro Dock. At very random times the USB functionality seems to stop working. The screens connected keep working as usual. I have to replug the thunderbolt cable to make it function again.

Peripherals connected:

Logitech G915 Lightspeed
Logitech G502 Lightspeed
Logitech C270 Webcam
Steelseries Dongle
2 Monitors through DisplayPort

I never had this issue with my Old (2017) MacBook Pro

jihohhhh

Level 1

8 points

Feb 9, 2022 4:27 AM in response to anfy09

This happened with just my Webcam attached as well. I have been having this issue since I first bought it, so don't think it's a OS/firmware issue.

cobrawayne, how does it look on your replacement display?

jaydee8

Level 1

8 points

Jun 2, 2022 1:45 PM in response to D Nelz

I'm noticing it on the bolt receiver as well as the Logitech Gaming receivers. I also notice it when using my Apple keyboard when it is wired. I keep it wired as I have multiple computers that I use with the display (both Intel and M1 based). When the USB hub on monitor stops working, the keyboard stops (and no, it doesn't automatically switch to bluetooth).

D Nelz

Level 1

0 points

Jun 28, 2022 4:22 PM in response to jaydee8

Yea just an update: It happens if I have anything connected to the monitor, Not only just the Logitech receiver, My Iphone causes the same the issue. The port still delivers power but no data also on the studio the webcam and speakers also become unstable.

cobrawayne Author

Level 1

22 points

Jan 21, 2022 1:52 PM in response to jihohhhh

I just went through the exactly same process as you and when I brought it to Apple store, they basically kicked me back to phone support again saying nothing they can do at store, I am very much disappointed for what they are doing.

This is a professional level display and I expect much better service than this.

jaydee8

Level 1

8 points

Aug 2, 2022 12:07 PM in response to EddoKloosterman

What cable did you switch to? Was it a replacement sent out by Apple or a 3rd party one? Also is the issue resolved to date?

I am still having the issue and they offered to send a replacement XDR display out. However, I'm holding off on the replacement for now because not sure if those are just refurbished ones or if they are new units. Also another user posted here and said that they still had the same problem with the replacement display they received.

Oct 7, 2022 7:23 PM in response to cobrawayne

Anyone got any updates on this?

I got the exact the same issue. I tried on 2 Display XDR, and many different MBPs.

I am just wondering if this issue happens for Mac Mini or Mac Pro? Is it a hardware flaw on MBP?

jihohhhh

Level 1

8 points

Jan 23, 2022 1:48 PM in response to cobrawayne

Nice! Let me know how the replacement monitor works. I'll probably give them a call once I hear your results

cobrawayne Author

Level 1

22 points

Feb 11, 2022 12:08 AM in response to anfy09

My problem started from macOS 11 and it happens across the board for both M1 MacBook Pro and intel MacBook Pros.

maxoem

Level 1

8 points

Feb 11, 2022 12:09 AM in response to jihohhhh

Thank you for your advice, I also contacted customer service to consult.

cobrawayne Author

Level 1

22 points

Feb 11, 2022 3:14 PM in response to cobrawayne

Update for everyone, issue still exists after replacement, this is most likely a software issue in this case.

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Pro Display XDR ports on the back randomly stops working while connected to MacBook