If your Windows computer is unable to connect to one monitor at a time using any of our Thunderbolt 3 docks, your computer may be unable to produce two video signals from the Thunderbolt 3 port that the dock is connected to.
You can easily determine if this is the case by disconnecting one ‘working’ monitor from your dock and see if the other monitor comes back on. If this is the case, you may have a computer that was made lacking this capability.
If this is the case, you may still be able to produce dual extended displays through the use of MST (multi-stream transport) through the DisplayPort port. This can be done through an MST Hub connected to the dock or through certain monitors which have both a DisplayPort in and DisplayPort out port.
Please note: this technique may limit your display capabilities. Using this configuration, one monitor will be limited to a 4k resolution at 30Hz refresh rate and the other will be limited to 2k resolution at 60Hz refresh rate.