New 16” MacBook Pro and LG UltraFine Ergo 32” USB-C connection issue

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Hi all. My new loaded 16” MBP arrived, as well as new LG 32” UltraFine Ergo monitors, a total of two.

I initially plugged in both monitors with the supplied USB-C cables from LG. They powered on and worked. I put my machine into clamshell mode and began to install software. At some point, I rebooted the system and my monitors no longer worked. I unplugged, plugged back in, installed the Mac OS update, rinse and repeat, yet they never would work again.

Spent over an hour on the phone with Apple Support and we identified that only one monitor would work in safe mode through the supplied USB-C cables from LG. After that, we tested HDMI and Display Port with my two USB-C conversion adapters and the monitors once again worked.

So now I have two Apple Thunderbolt 3 cables on order, as support believes that the supplied LG cables are not sufficient to draw the power to the display.

I guess what I want to ask is this, has anyone encountered this issue before and why would they have worked initially in the beginning and then just out right stop?

Thanks!

 

[JPack]

The monitor isn’t Thunderbolt, so I’m not sure what a TB cable would achieve. Running 4K/60 can be easily done with a regular USB-C 10 Gbps cable. Have you tried restoring the computer?

 

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The monitor isn’t Thunderbolt, so I’m not sure what a TB cable would achieve. Running 4K/60 can be easily done with a regular USB-C 10 Gbps cable. Have you tried restoring the computer?

Thank you for your reply. The Apple support agent recommended their cables because it offers more power, and he suggested the cables from LG can’t properly work with the machine. I’m not sure how this works.

I don’t mean to be rude but why should I restore when the machine was literally unboxed? Could something have been corrupted from the factory install? I am at a loss here, just assumed it would be plug and play. Thanks again for your advice.

 

[JPack]

If the cables were the problem, can you imagine the return rate on that model? It would be almost 100%. I think it’s extremely unlikely to be the cable - and both cables would have to fail.

You shouldn’t have to restore, but there may have a been a setting or something installed that broke compatibility. If it’s a new machine, it shouldn’t be too much work to erase and reinstall.

 

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I don’t know what’s up with this but after unplugging the power adapter from the monitors and then reconnecting everything, it just works. It will wake from sleep mode too, etc. Very odd.