Tech Support

If your BookEndz Docking Station requires any repairs please contact:

Returns:
sales@bookendzdocks.com
847-742-3566 * 228

Tech Support:
847-742-3566 / 225

You will need to provide the following information in order for us to authorize a return:

           Original order # if ordered with us directly or Purchase Order #
           Part Number
           Serial number: 6 digit number located on the bottom of the unit
           Date code: 4 digit number located on the bottom of the unit


1. Model Keyword Question:
BE-MB13 USB Computer gives warning message that USB is drawing too much power.
Answer:
The docking station power supply is not connected.


2. Model Keyword Question:
BE-MB13 USB Why does the USB disengage after a couple of hours?
Answer:
When typing on the laptop for a period of time the docking station will become loose or shift from vibration, and just needs to be reconnected by pressing docking station and laptop together.


3. Model Keyword Question:
BE-MB13 Dimensions What is the mounted Dimension for a MB13 Laptop on Bookendz BE-MB13 Docking Station?
Answer:
Total Width 15.60",
Total Depth 13.25,
Mounted Height 1.30"


4. Model Keyword Question:
BE-MB13 Alignment The Ethernet and USB seems to be intermittent.
Answer:
This usually indicates that good contact is not being made, re-engage docking station to the laptop.


5. Model Keyword Question:
BE-MB13 USB Is the power supply included necessary to be plugged in, and why the is little green light blinking?
Answer:
The power supply that comes with the MB13 dock is designed for the extra power requirements of the additional USB Ports. The blinking green light is a indicator only of USB activity.


6. Model Keyword Question:
BE-MBP15 Dimensions What is the mounted Dimension for a MBP15 Laptop on Bookendz BE-MBP15 Docking Station?
Answer:
Height 2.30” with no laptop mounted
Height 2.75” with laptop mounted
Width 21.25” Docking station open, laptop not engaged.
Width 19.80” Docking Station closed, laptop engaged.
Depth 12.50” Docking Station open
Depth 11.30” Docking Station closed, laptop engaged.


7. Model Keyword Question:
BE-MBP15 Video Alignment Issues - DVI and FW.
Answer:
On new laptops and new docking station the multiplicity of ports make for a very tight fit. With a little effort align all ports, making sure all are engaging and press at the side to close. Sometimes there is a little resistance that is due to tight tolerances of the many ports.


8. Model Keyword Question:
BE-MBP15 Alignment Dock misalignment on right side-Port off ½.
Answer:
Most likely the wrong docking station is being used. We have 2 docking stations for the 15" MacBook Pro: BE-MBP15 includes FireWire 400 ONLY; BE-MBP15F includes FW400 & FW800.


9. Model Keyword Question:
BE-MBP15 DVI Is the DVI Connector different than latest MBP15 2.4GHZ?
Answer:
There have been no changes to the DVI Cable on either the Laptop or Docking Station.


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10. Model Keyword Question:
BE-MBP15F Dimensions What is the mounted Dimension for a MBP15 w/FW800 Laptop on Bookendz BE-MBP15F Docking Station?
Answer:
Height 2.30” with no laptop mounted
Height 2.75” with laptop mounted
Width 21.25” Docking station open, laptop not engaged.
Width 19.80” Docking Station closed, laptop engaged.
Depth 12.50” Docking Station open
Depth 11.30” Docking Station closed, laptop engaged.
10. Model Keyword Question:


Question:
BE-MBP15 Dimensions What is the mounted Dimension for a MBP15 Laptop on Bookendz BE-MBP15 Docking Station?
Answer:
Height 2.30" with no laptop mounted
Height 2.75" with laptop mounted
Width 21.25" Docking station open, laptop not engaged.
Width 19.80" Docking Station closed, laptop engaged.
Depth 12.50" Docking Station open
Depth 11.30" Docking Station closed, laptop engaged.


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10. Model Keyword Question:
BE-MBP15F Dimensions What is the mounted Dimension for a MBP15 w/FW800 Laptop on Bookendz BE-MBP15F Docking Station?
Answer:
Height 2.30" with no laptop mounted
Height 2.75" with laptop mounted
Width 21.25" Docking station open, laptop not engaged.
Width 19.80" Docking Station closed, laptop engaged.
Depth 12.50" Docking Station open
Depth 11.30" Docking Station closed, laptop engaged.
10. Model Keyword Question:
11. Model Keyword Question:
BE-MBP DVI The DVI seems to be hanging up dock, it is not docking.
Answer:
Normally associated with new laptops, the DVI plug is sharp and slightly unforgiving. The Dock and laptop need to be aligned, making sure all ports begin before giving final pressure on each end of the docking station. Sometimes there is resistance initially, but apply more pressure - this should engage the docking station.


12. Model Keyword Question:
BE-MBP DVI DVI Slotted Pin To large for DVI Slot on Laptop.
Answer:
Usually indicative of new laptop and docking station. The ports are tight until engaged, ports will loosen after use.


13. Model Keyword Question:
BE-MBP Alignment Is there an alignment problem on the right side? The Ethernet seems to be low.
Answer:
No, the Ethernet port has some movement to enhance the reliability of the port with various laptops.


14. Model Keyword Question:
BE-MBP Alignment Alignment does not fit laptop, Ethernet too tight or too loose.
Answer:
Often when a new laptop is placed in a docking station some of the ports can be tight, (even loose at times,) this is due to the tight tolerances required so that all of the multiple ports work. After engaging all the ports, open and close the docking station a few times so that the unit learns your particular laptop.


15. Model Keyword Question:
BE-MBP Video When using an external monitor, the video goes in and out when hooked up through docking station. When monitor is hooked up with laptop directly it works perfectly.
Answer:
The intermittent video is due to a defective DVI cable.


16. Model Keyword Question:
All Units Video Can I have the laptop closed when connected to an external monitor and still operate?
Answer:
The laptop display needs to be set to mirroring with power connected to the laptop. After laptop lid is closed press any key or move mouse to wake the laptop up.


17. Model Keyword Question:
All Units Power Why does the external monitor not work or wake up after closing laptop lid?
Answer:
The laptop is operating on battery power and goes into sleep mode when lid is closed, reconnect power and this should bring up the external monitor.


18. Model Keyword Question:
All Units USB Is the external power adapter mainly to support USB devices that require power? It seems all the ports, including USB, work fine without your external power adapter.
Answer:
The power supply is for the extra USB ports, even if the USB ports work without the power connected there are times that extra power is required, such as equipment drawing power from the computer, if too much power is drawing from the computer the USB port can and will shut down.


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19. Model Keyword Question:
All Units Power These users most likely will not want to shut down their Mac laptops just to dock or undock. The PC laptops do not require this. Is the direction in the manual to shut down (not sleep) the laptop when docking a strong suggestion and not a requirement? It seems to work fine as I tested docking it even with the laptop running.
Answer:
Yes it is a strong recommendation, most of the time it works, but due to Apple operating system it can cause the system to hang. This does not normally happen, but the possibility does exist.


20. Model Keyword Question:
All Units Audio, Video 1) While the audio ports are duplicated, are both the analog and digital functions preserved?
2) While a separate full sized DVI and VGA port are offered, is the mini video port duplicated in order to connect S-Video or Composite outputs, or are they otherwise incorporated into the dock?
Answer:
Analog functions as a normal feature but the digital function could not be preserved. The mini video port is not duplicated as a port output on the docking station. But converts to Normal DVI / VGA output, which can then connect to an external display, projection device, or TV that uses a DVI, VGA, composite, or S-video connector, depending on the type of external device you’re connecting to.


21. Model Keyword Question:
All Units Video Will mirrored monitors work with Windows XP like it does for Apple operating System?
Answer:
Yes, the docking station does not effect or alter any software on the laptop.


22. Model Keyword Question:
All Units Video 30" Screen Sparkling in dark areas of the screen, is their a fix out to correct this?
Answer:
The only fix is to make sure the connectors are tight and not loose, or bad DVI Cable.


23. Model Keyword Question:
All Units Audio Audio Connection Problem - External speakers don't work.
Answer:
Audio cable is defective.


24. Model Keyword Question:
All Units General Does the docking station support placing an Apple display on top of it? Or will I need to have some kind of box to hold the display above the docking station?
Answer:
No is does not support a display on top of the laptop, this may cause damage to the laptop display. There are stands that the dock and laptop could be placed under with the external monitor on top of the stand.


25. Model Keyword Question:
All Units Audio My external speakers are not working and I tried moving that switch into every possible position. What can I do to make the audio function consistently?
Answer:
External speakers are connected to the headphone output, the slide switch on the left side must be slid all the way to the right engaging the laptop.


26. Model Keyword Question:
All Units Locks With the new MacBook Pro 15” dock can we use the standard Kensington cable lock anymore.
Answer:
The use of the Kensington lock had to be sacrifice in favor of the port. Design elements prevented the use of the lock because the lock is to close to the ports.


27. Model Keyword Question:
All Units General 1. The owner's manual for the dock says to turn off all external devices before undocking. Does this include the monitor? Monitors can usually be connected and disconnected without powering the monitor off. 2. What about a USB or FireWire external drive? USB and FireWire are designed to be hot-pluggable. In any case, if the computer is off, shouldn't it be ok to undock without turning off an external USB or FireWire device? 3. Why does the dock need an external USB power supply? Isn't it just extending the existing USB ports from the MacBook?
Answer:
1) The owner's manual for the dock states that the laptop should be shut down, mostly for laptop protection, there is a slight risk of shorting with multiple ports, but you are correct in assuming you can disconnect because the USB, FW, audio and video plug are all hot pluggable. Yes the monitor can be left on or off, it will not affect the dock or laptop. The external power adaptor supplied with the MB13 docking station is for extra power requirements of some USB based devices.


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28. Model Keyword Question:
All Units OS Wants to know if the docking station works with both Windows and MacOS Systems?
Answer:
Yes the docking stations work with both operating systems.


29. Model Keyword Question:
All Units Video Can I use both DVI and VGA at same time?
Answer:
No, the two video ports gives you the option of a VGA or DVI Connection.


30. Model Keyword Question:
All Units Video My external monitor has a white screen when using the docking station.
Answer:
This is indicating a defective DVI cable.


31. Model Keyword Question:
All Units Video Laptop and external Monitor are blinking in a alternating manner, Off then On.
Answer:
Defective video connection.


32. Model Keyword Question:
All Units Video Laptop does not mirror onto the external monitor.
Answer:
For the External monitor to mirror the laptop image, activate mirroring under Preference, Display options.


33. Model Keyword Question:
All Units Video External monitor will not come on if laptop lid is closed when mounted in docking station.
Answer:
The laptop display preference must be set to mirroring for external display to work correctly. Also power needs to be connected to the laptop, if not the battery operation of the laptop will shutdown display to protect battery life.


34. Model Keyword Question:
All Units General I am a little concerned with the placement of the audio feeds for the docking station and the ExpressCard slot. There is the possibility of also getting the Verizon Wireless V640 or the V740 ExpressCard. It is hard to tell from the pictures, but would I need to remove this card to dock the Mac Book Pro or could the notebook be docked with the card inserted?
Answer:
There is enough clearance for the cards to work.


35. Model Keyword Question:
All Units General I would like to know if the dock enables me to connect a DVI-D cable to an external monitor? I would also like to know if it will allow me to take advantage of the dual monitor capability of the MacBook Pro's Dual Link DVI port?
Answer:
The DVI port connection offers the entire range of DVI features. Only limited to laptop capabilities.


36. Model Keyword Question:
All Units Ethernet Are their any known cause of interference to the Airport System (wireless network). Works without dock (signal may be weak), but not with dock.
Answer:
No, there is no known cause for interference to the Airport System (Wireless Network).


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37. Model Keyword Question:
All Units Audio I have no audio.
Answer:
Bad Audio Cable.


38. Model Keyword Question:
All Units USB USB Port is pushed into the dock.
Answer:
Cable damaged and plastic support post are broken.


39. Model Keyword Question:
All Units USB USB Port is dislodged.
Answer:
Cable damaged and plastic support post are broken.


40. Model Keyword Question:
All Units Video Video begins to flash when I move data from the laptop screen to the external monitor.
Answer:
Defective DVI Cable.


41. Model Keyword Question:
All Units USB USB Port on left side in loose.
Answer:
Most of the ports have some movement that is acceptable and normal.


42. Model Keyword Question:
All Units Video External monitor is turning red?
Answer:
Defective DVI Cable.


43. Model Keyword Question:
All Units Alignment The unit will not align or engage and I do not want to risk damage to the laptop
Answer:
The unit will generally not be damaged if all ports are aligned and have begun to enter, giving extra pressure to engage the ports will not cause damage. Due to the number of ports and tight tolerances the ports can be tight initially but loosen with use. The ports learn position after use.


44. Model Keyword Question:
All Units Video Do you have a MacBook 13" docking station with an S-video output? Or, is there an adapter available to go from a VGA or DVI to an S-video?
Answer:
The MacBook 13" Laptop and Docking Station do not come with "S" Video output, but there is a probable cable or cable converter to create "S" video in retail stores.


45. Model Keyword Question:
All Units Audio I was wondering if your MacBook pro 15" docking station allows for a Toslink cable for audio? I know it uses the same audio port so I was wondering if you make one with Toslink or optical.
Answer:
We currently do not offer a Toslink option with the audio connection.


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BookEndz
1250 Crispin Drive
Elgin, IL 60123
United States
Ph: 847-742-3566
Fax: 847-742-5686
E-mail: sales@BookEndzDocks.com
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