There are two possible reasons for this situation.
Reason one:
The maximum resolution of our product is 4k@60hz as only one screen is connected; when two screens are connected at the same time, the maximum resolution will be limited as 4K@30hz. This means that no matter how high your device resolution is, when connecting two devices at the same time, the maximum resolution will be limited to 4K@30hz; When adding a device, the maximum resolution will be limited to 4k@60hz
Reason two:
The output resolution of our hub is limited by the minimum resolution of the access device. If you have two screens with different resolutions, when you connect two screens at the same time, the device resolution will be limited to the lowest resolution of the access device. For example, if one screen resolution is of 4k@60hz and the other one screen resolution is of 1080p@60hz, the resolution will be unified as 1080p@60hz when they are connected at the same time.

It is because Apple company itself limited. For Mac OS devices use in extend mode, the image on the two external screens will be the same, which means Mac OS system device can only support mirror mode. 
Here is the step to connect mirror mode in Mac OS system.
Right-click desktop→ select Intel display Settings → pop-up Settings screen select display→ select multi-screen display→ expand the desktop
(If the display 3 is not display, please to manually select the display→click apply confirm can set OK).

Click the Graphic Settings or Win+P to choose mirror mode or extend mode.
For Mac OS laptops: Click the Apple logo - System Preferences – Displays - Select “Mirror 
Display”
Note:  MAC OS device only support mirror mode.

Before using our hub, please check whether the USB C port device connected to our hub has video output function or not.
Second, it is that WINDOWS has been set to " PC screen only", so you need to select by pressing “Win+P” to open the menu to select.
Third, please check if your HDMI or VGA plug is firmly inserted, and then ensure that the output resolution does not exceed the monitor resolution.

Right click desktop > Graphics Settings > Select One or More Active Displays.

According to Microsoft, USB 3.0 may conflict with 2.4GHz Signal (2.4G Wi-Fi and Bluetooth).
It is suggested to use the USB2.0 port for wireless mouse & keyboard, to avoid flickering screen or unstable connection caused by signal interference.

Due to the high-performance chip supporting 4K video output, it generates more heat. It's normal to get around 106.52℉, and the heat is dissipated through the shell to ensure the chip's proper operation and prolong the device's lifespan.

Please make sure the USB C port on your host devices supports pd charging, data transfer, and video output (DP Alt Mode) to enjoy the full function of our docking station. If you are not sure if your computer has the advanced USB C port, please confirm with us or refer to the supplier of your electronic device and contact support if the hub is not working on the right usb-c port.

1. The standard benchmark testing speed for 10Gbps is expected to reach 1000MB/s under optimal conditions. You can use testing tools to verify this.
2. In daily use, the typical speed for 10Gbps is around 650MB/s. Actual transfer speed depends on factors such as interface type, protocols, data cables, and computer performance, as well as the nature of the files being transferred.
3. Slowly inserting the device into the interface may lead to recognition as USB 2.0, resulting in slower speeds. In such cases, reconnect the device to let the computer recognize it correctly. Please safely eject the device on the computer before unplugging to avoid data damage.  

Due to the limitation of MacOS, MST function is not available in apple PCs, therefore, all external screen will show the same content in both mirror and extend mode. Only A-BBB or A-AAA output mode supported.
In windows PC, please go to the display setting and set the display mode, actual result depends on the function and the performance of the graphic cards (GPU) of the host PC.

When there's no voice input/output from the 3.5mm jack, please go to your pc setting and select the desired equipment as the voice input/output devices.

Due to the lack of power supply. If use HDMI and RJ45 ports with other ports together, in order to have a stable connection, please use the USB C power adapter above 65W to power delivery for the product.

❶.Push the “POWER” button for 5-6 seconds until the Blue LED is on;
❷. Push the “Power” button for 2-3 seconds until the Yellow LED blinks.
We recommend you to click “remove safely” on APP before you shut it down in order to keep the data safe.

There is no WiFi password when connecting for the first time. If you use your mobile phone app to complete the initial settings, then the password will be used for wifi password, user password and remote connection password.

Please use a small round pin to press the “RESET” button (a small hole on the device) more than 10 seconds while the power is on. The device LED will be off and then on again, it means reset successfully.

Answer: No, it won’t. “RESET” will only clear the password and network settings.

When have a new updated firmware, it will auto update if the hard drive is connected to the network. You will see an upgrade reminder when there is a new firmware push. If update failure, please contact us.

❶.Install the SSKCloud App on your Mobile phone and turn on the SSK Drive (If can not power on or LED flash Red, please charge it first);
❷.Open "Settings" on your mobile phone (not SSKCloud App settings), and click: WiFi, then select F200_**_** wifi Hotspot and connect;
❸.After connected the SSK Drive’s WiFi hotspot, your mobile phone may prompt: “no internet, do you want to switch to another network?” Please choose “no” to ensure your mobile phone connected the SSK Drive’s WiFi hotspot;
❹.Click the SSK Cloud App, enter the password to finish the initial settings, follow the tips to exit App and reconnect the SSK Drive’s WiFi hotspot and enter the App again, it will prompt no internet connection, you can simply connect the SSK Drive to Router via lan cable or follow step 5 to set up the SSK Drive to internet;
❺.Please Click SSKCloud App: Settings---Internet connection---Select your home Router’s WiFi to connect, enter your Router’s password to join in, here please don’t select the SSK Drive’s WiFi ;

❻.After prompt connection successful, please exit the App, and enter again;
❼.After that, the SSK Drive will be bridged to your router and have the internet connection;
❽.Now your mobile phone can connect the SSK Drive’s WiFI or Router’s WiFi to access Drive’s data and have the internet at the same time. We recommend your mobile phone connect the Router’s WiFi to maintain a stable connection.

Answer For SSM-F100
Answer: 1. Please check if you have connected SSK drive to standard Router via LAN cable directly, please don't connect to customized router or network hubs ect.
2. When you access the App at the first time, we recommend to give all the permissions to SSKCloud App for properly setting up and using.

Answer For SSM-F200
Answer: 
❶. Please go to your mobile phone Settings( Not SSKCloud App settings) to ensure your mobile phone has connected SSK Drive’s WiFi hotspot; In home network, the Router’s WiFi is stronger than the Drive’s WiFi, so the mobile phone often automatically switches to connect the Router’s WiFi and SSKCloud App prompts the disconnection. In the initial settings or wireless bridge the Drive to the internet, we suggest you to ignore or forget the home WiFi to ensure your mobile phone connect the Drive’s WiFi hotspot. 
❷. If connected the Drive’s WiFi, it still shows the disconnection, please hold down the page and pull down to refresh; 
❸. Or please exit SSKCloud App and then click the App to access again. When exit, please make sure to exit totally. After that, it will prompt : Wi-Fi connected ****.

Please check the App whether it shows the WiFi is connected or not, if not connected, please reconnect the Drive’s WiFi or refresh the App till it is showing the proper connection. 

If the App shows that the WIFI is connected, but the capacity is not yet displayed, please turn off the Drive, then connect it to computer with the supplied usb cable and check under “ Disk Management” , then reformat the Drive to EXFAT or NTFS. ( Before formatting, please backup all your data). How to format the Drive, please download the file from our website. 

If the hard disk is not displayed even under the ‘Disk management” on your computer, the hard disk can not be formatted, please contact us directly for a solution.

Please check your mobile phone WiFi connection whether disconnected or not; if disconnected, pls connect the Drive’s WiFi again.
In most cases, the Router’s WiFi is stronger than the Drive’s WiFi, so the mobile phone often automatically switches to the Router’s WiFi. We recommend that you set your Drive to the Internet and then use your phone to connect to the Router’s WiFi to access Drive to achieve a stable WiFi connection. (For SSM-F200)
❷. Please check your iphone have enough storage? All the contents will be transferred to local and then move to Drive. So please ensure your Iphone has enough storage. 
❸. Does your iPhone name have special characters? If have, please delete the special characters and just with normal standard characters. Please follow this to check: Your Iphone--- Settings---General---About---Name

If the Drive is not connected to the internet, it will only back up iPhone local photos (It will not backup iCloud stored photos). If you want to backup all photos, please ensure that the Drive is connected to the internet first.

Answer: Please go to SSKCloud App---Settings---System Settings—
Remove cache. After that, it will release your phone storage space.

Please save the music to SSKCloud default Music folder, then you can play the music continuously. In order to have a better and faster experience, App has several default folders, please put the data in the corresponding folders so that the app Menu (photos, videos, music and documents) will scan and display the data of these folders accordingly. If you create your own folders, they will not appear on the menu, please click on the App-Drive to access it.

The IOS system has restrictions on third-party App, so SSKCloud App cannot get the file data of the iPhone/iPad. 
Please transfer/move the data via SAMBA. Please follow below steps:
❶. Please click the “ Files” on iPhone/Ipad

❷. Please click “ Browse”

❸. Please click “ Connect to Server”

❹. Please enter the IP address: smb://***.***.*.***, please find the IP address on SSKCloud App: Settings—SAMBA Access

❺. Please select the “ Registered User” and then enter the name and password, after that, please click: “Next”. 
The name is “admin”, the password is what you have set during initial settings.

❻. You will access to this page, please click “share_sda1”, after that, you can transfer/move the data from iPhone/iPad to Drive or vice verse. 

Please note: Data can only be read but not written on network Drive due to the IOS Samba function limitation. If you want to edit the file, please edit it on iPhone/Ipad, then transfer/move to Drive.

❶. SSKCloud latest software has addressed to access SAMBA and no need you to enter the IP address, user name and password manually. 
Please enter SSKCloud Software, Click ” Samba Management”

Please note: If you access the SSKCloud network drive via SSKCloud App, each time, after you turn off the computer, you will not find the SSKCloud Drive on the network next time . If you want to map SSK Drive to your network automatically, please follow step 2. 
❷. Map SSK Drive to your network manually: First, enter the IP address on File Explorer ( For Windows) or Safari( For Mac); ( You can get the IP address on your mobile phone SSKCloud App—Settings---Samba Access)
Second, Enter the User Name and password on the Dialog box, the uasr name is admin, password is what you have set during initial settings.
Third, select the folder “ share_sda1” and access it.
❸. If you still can not access, please follow below photo to set up on computer and then try above again.  

Please use the Router facility to set the static IP address, please follow the steps below:

We have stored the file App in the Drive, please find the folder name: "App", and then transfer the appropriate file to your computer and install accordingly. Or you can check our website to see if have the newer version.
Website: eng.ssk.cn ---- Download Center

The reason is that the download address is not on the same server
as the website address (the download app is placed on a server abroad, the
download speed will be faster). Google Chrome will consider it unsafe content and will block the download by default, you can go to the website settings, set the default unsafe content to allow. Or please use other Browsers to download. Or please contact us,we will send the App to you.

All the software downloaded from the SSK website is compressed, please unzip it and install.

❶. Please check the Drive formats, SSKCloud App supports EXFAT/ NTFS/FAT32, if not these format, please reformat the Drive;
❷. USB Host port supports the USB devices with less than 500Ma Power requirement. So most Flash drives and SD card readers can connect directly, however HDD, SSD and other external storage devices must be connected to either their own power source or via a USB POWERED Hub.( For SSM-F200 only). 
❸. After you attach the proper USB storage to SSK Drive, you can access it  on mobile phone, Please enter the SSKCloud App and swipe down on the home page to refresh, you will see the newly inserted USB Storage on your Phone App. Please see the below picture.

❹. You can also access it on computer via SAMBA function. Please follow below steps, mac computer for example.

Note: The usb host storage can not show up on the Mac and Windows SSKCloud App currently, We will improve it soon.

❶ Ensure SSKCloud Drive has been connected to your home router and also your Mobile phone or Laptop has a good internet connection;
❷ For mobile phone: SSKCloud App---Settings---Remote Access— Enter the password.

❸ For Laptop: SSKCloud App—Remote Connection, enter the UID no. and password

Use your mobile phone to connect the Drive’s WiFi hotspot, tap SSKCloud App---Settings---Remote Access---UID of Current Device

 ❶ Transfer the files from computer to hard drive:
Enter SSKCloud App on your computer---Click “All”—“Upload”, Select the file you want to upload.

❷ Transfer the files from hard drive to computer: Select the file-- Click the “Download” symbol.

❸ You can click” Transfer List” to see the transfer status. 

❶ Enter SSKCloud App on your computer—File backup---Directory Settings ---Select the Backup folder you want to back up on your computer.

It will switch to your computer, Macbook for example:

Select the folder you want to backup:

❷ You can click” Backup progress” to see the backup status. 

❸ After Backup finished, you can click” Go to” to check the files you have Backed up in hard drive.

❶Enter SSKCloud App on your computer---All—Select the File or Folder----Click” ….” ---- Encryption, the file or folder will be removed to Private Space.

❷ You can go to Private Space to view it.

SSKCloud App supports DLNA protocal. If you have a smart TV, you can cast the video from SSK Drive to Smart TV, please follow below steps:
❶ Please connect the SSK Drive SSM-F100/F200 to your home network, and also connect the Smart TV to the same network;
❷ Ensure your mobile phone connect the same network, so that the mobile phone, SSK Drive and Smart TV are in the same network;
❸ please click: SSK Cloud App on your mobile phone--- Videos--- Choose the video you want to Cast---- It will show the TV icon and click it----Select the TV Name and cast it, after that, the video will be casted to TV. 

If still no resolve your issues, please contact us by email!
Thank you for your time!