External webcam via monitor's USB hub unresponsive after Mac mini wakes from sleep

Question

Level 1

10 points

External webcam via monitor's USB hub unresponsive after Mac mini wakes from sleep

I have a BenQ PD2705U monitor, which has a built in USB hub and KVM switch. Everything else works fine except for the Nexigo N60 webcam.

The Mac mini is connected to the monitor via USB C. The webcam is connected via USB 3 to the monitor's hub. When I switch on the monitor, the webcam works fine. Once the Mac sleeps & monitor switches to standby. After a short time when the Mac is reactivated by. either mouse or keyboard input, the monitor and Mac both wake but the webcam doesn't show a picture anymore until the monitor is switched off and on again. Other peripherals attached to the monitor work normally.

However, switching to a PC via the monitor's built in KVM switch, the webcam functions normally for the PC but not for the Mac. This seems to be a Mac issue. Any ideas?

Posted on Oct 3, 2023 4:12 AM

Reply

Answer 1

BDAqua

Level 10

245,177 points

Oct 3, 2023 9:10 AM in response to SmoothFlyer

EtreCheck is a FREE simple little diagnostic tool to display the important details of your system configuration and allow you to copy that information to the Clipboard. It is meant to be used with Apple Support Communities to help people help you with your Mac. It will not display any personal info.

https://www.etrecheck.com/

Thanks for Old Toad’s etrecheck instructions…

https://discussions.apple.com/thread/255121100?answerId=259529290022#259529290022

Use the Note tool on the bottom of this editor's toolbar, as shown in the image, to copy and paste the output from EtreCheck. In a Reply before you click post, look for this to add longer texts...

Reply

Answer 2

SmoothFlyer Author

Level 1

10 points

Oct 9, 2023 9:06 AM in response to hcsitas

Nope, didn't work. Kept the Mac mini running, but the monitor went on standby. When I came back a few hours later, the webcam wouldn't function.

Switching the KVM to the PC and the webcam worked as normal. Definitely a Mac mini issue.

Reply

Answer 3

hcsitas

Level 6

12,752 points

Oct 6, 2023 8:54 AM in response to SmoothFlyer

Sleep is unnecessary and should be disabled. Shut for long absences/idle overnights (i.e. do not manual-sleep), and for regular operation, use the settings exactly as shown here Wake up a remote Mac mini - Apple Community, might fix.

Reply

Answer 4

hcsitas

Level 6

12,752 points

Dec 1, 2023 8:24 PM in response to polksentell

Obviously you haven’t disabled Sleep. Sleep is unnecessary and should be disabled. Shut for long absences/idle overnights (i.e. do not manual-sleep), and for regular operation, use the settings exactly as shown here Wake up a remote Mac mini - Apple Community, might fix.

Reply

Answer 5

hcsitas

Level 6

12,752 points

Oct 9, 2023 9:56 AM in response to SmoothFlyer

So, it's not a Sleep issue (as originally reported) but an issue with the monitor's USB C port.

Do the following to avoid the montior's USB C entirely, should fix:

Disconnect the USB C cable from the mini and connect it to the mini's USB-A port using a suitable C-A adapter
Connect the monitor to the mini using an HDMI cable not longer than 3 feet/1m

Reply

Answer 6

Dec 1, 2023 9:27 PM in response to hcsitas

I had not adjusted the sleep settings since you'd said in your post above "So, it's not a Sleep issue (as originally reported) but an issue with the monitor's USB C port. Do the following to avoid the montior's USB C entirely, should fix:

Disconnect the USB C cable from the mini and connect it to the mini's USB-A port using a suitable C-A adapter
Connect the monitor to the mini using an HDMI cable not longer than 3 feet/1m"

This is my setup, and I am still having the same issue.

Reply

Answer 7

SmoothFlyer Author

Level 1

10 points

Oct 6, 2023 7:46 AM in response to VikingOSX

Hi. Yes, direct connection works normally, but the webcam is a shared resource between two machines and therefore the need to connect via a hub. Like I mentioned earlier, when the monitor is restarted, the webcam works fine. The problem is only with the Mac mini and not with the PC, both of which are connected to the monitor via its built in hub.

I also contacted the monitor's manufacturer BenQ, whose response is as follows:

Hello,

I’m sorry to keep you waiting.

I have escalated your case to our engineers for further assistance, and there is some info we would like to share with you.

Based on the feedback you provided, our engineers believe that you already did some cross-checks comparing with the PC, it is caused because the pulse from the Mac is not significant enough to wake up the device.

As it looks like an Apple compatibility issue, what we can suggest is that please have the latest upgrade to see whether it is resolved by Apple.

Your understanding and cooperation are highly appreciated.

Yours sincerely,

Andy

BenQ Europe

https://benq.de

Reply

Answer 8

SmoothFlyer Author

Level 1

10 points

Oct 11, 2023 7:51 AM in response to hcsitas

Thanks for that helpful comment. I do believe that connecting the Mac mini to the monitor with separate cables would probably solve the issue. However, I've decided to live with the webcam issue as it's convenient and neater (fewer cables) to connect the Mac mini to the monitor with a single USB C cable.

Appreciate your help.

Update: Oops. Clicked the "Best Answer" button in error on my above reply. Was actually meant for the reply from hcsitas

Reply

Answer 9

Dec 1, 2023 3:43 PM in response to hcsitas

I am having the exact same issue with my Nexigo webcam and Mac mini. I tried this fix - I have the webcam connected to the Mac mini via USB port. The webcam still does not wake up from sleep with the rest of the setup. Any other suggestions?

Reply