When you contact Plugable Support, a few key details can help us better understand the issue and reduce back-and-forth during troubleshooting.
You do not need to provide everything listed below before contacting us. If you are unsure what information is relevant, please reach out, and we will be happy to help.
What Information Should I Provide?
- A clear description of the issue
Describe what is happening, what you expected to happen, and when the issue occurs.
If the problem is repeatable, please include the steps necessary to reproduce it. This helps our support engineers understand the situation without making assumptions about your setup.
- The model number of your Plugable product
All Plugable products have a model number, also known as a stock keeping unit or SKU, printed or etched somewhere on the product. Examples include UD-3900 and TBT4-UDZ.
Providing the model number helps us identify the exact product and route your request appropriately.
For help locating the model number or serial number:
https://kb.plugable.com/3597472
- Your purchase information
If available, include the order number or other purchase information for your Plugable product.
This helps us confirm exactly which product you purchased and, when necessary, verify its warranty status.
- A PlugDebug diagnostic file
PlugDebug is Plugable's diagnostic utility for Windows and macOS. It automatically collects system and device information that can help our support team troubleshoot hardware, driver, display, networking, and other issues.
When possible, run PlugDebug while the issue is actively occurring or shortly after it occurs, with the affected Plugable device connected to the computer.
Download PlugDebug and review the instructions here:
https://plugable.com/pages/plugdebug
- Photos or video of the issue, if helpful
Photos or video aren't always necessary, but they can help with issues involving display behaviour, physical connections, indicator lights, error messages, or other problems that are easier to understand visually.
Do I Need to Provide All of This Information?
No. You are not required to provide all of the information above before contacting Plugable Support.
However, providing as much relevant information as possible helps us understand the issue faster and may reduce the number of troubleshooting steps or follow-up questions needed.
How Do I Contact Plugable Support?
You can contact Plugable Support at:
Additional support options are available here:
