Well, I tried reaching out to CalDigit. When you call their telephone support line, you get a recorded message basically telling you that no one is home, and instructing you to leave a message and they will call back.
I opted to send an email to support instead. I delineated the issue I have with the ethernet connection, noting that when I connect the TS4 via ethernet to my switch, I get no lights on either the switch or the TS4 to indicate there is a hardware connection. I noted this to be the case with three different ethernet cables connected to multiple ports on the switch and to multiple ports on a second switch, and that all three ethernet cables make a connection (lights lit both ends) when used to connect the two switches. In my mind, that points to the TS4 hardware.
I requested a warranty replacement and asked for a cross-ship as the TS4 is now central to my connectivity.
The email response directed me to the two support articles that have already been linked in this thread.
I replied that I did not think that was the issue given that the hardware is clearly not making a connection.
I have also tried removing the hardware profile as directed in network preferences and recreating it with energy efficient disabled, but that provided quite difficult to do as you cannot create the interface when there is no hardware connection. I was finally able to get it done, but nothing has been fixed.
Here is the next response:
“Thank you for the follow up. I’m afraid that without verifying that the Energy Efficient Ethernet settings on your computer have been disabled, we cannot be certain that a replacement TS4 dock would not see similar issues emerge. EEE settings are a potential culprit even with a full and proper connection to your switch. However, if you are able to confirm that this feature has been disabled, or that your TS4 encounters the same issues when connected to another Thunderbolt enabled host that does not have this feature, then I would be happy to proceed with an RMA under warranty given the following information:”
At this point, I’m not quite certain how I want to proceed. I suspect they are correct that another TS4 is unlikely to fix the problem, but I believe the reason is because of a hardware flaw in the TS4, not because mine specifically is defective. As such, I don’t plan to return it at this point, as I doubt a replacement will fix the issue.
For now I have hooked up a UBS-C to ethernet adapter and my wired ethernet works fine. I hated to “waste” a USB-C port but there it is.
As far as I am aware, there are no other docks available that can (or at least claim to) support dual 5K or greater resolution monitors. Right now I have an Apple Studio Display connected via TB and an LG 4K display connected via DisplayPort. I have a second ASD on order, with a ship date in June. If I decide to go ahead and add the second ASD, then I will need the TS4 to be able to maintain single-cable connectivity to my MBPro (assuming this actually works when I get the monitor), so at least for now I will stick with the TS4.
Disappointing. I have known of CalDigit as a high quality hardware vendor in the past, so I am disappointed that they seem to have a hardware issue and are not more proactive in acknowledging this.