Customer Service

Frequently Asked Questions

General FAQ

When will the cables be available?

Thunderbolt™ Optical Cables by Corning and USB 3.Optical Cables by Corning (A to A receptacle) are now available in retail outlets. Visit our “Where to Buy” page for more information.

USB 3.Optical Cables by Corning (A to micro B) are targeted to be available for sale through select North American consumer electronic retail channels in the first half of the year. Both Thunderbolt and USB 3.Optical Cables by Corning are slated to be available worldwide in the second half of 2014 . Corning is currently investigating potential distributors for expansion into Europe, as well as other geographies.

Where can I buy these cables?

Corning will not sell direct to the end-customer. These cables will be sold through select consumer electronic retail stores (both brick and mortar and online). Visit our “Where to Buy” page for more information.

You announced USB and Thunderbolt™ versions - will you create more protocols?

With state-of-the-art copper connectivity at its limits and new consumer applications driving consumer bandwidth demands to 10+ Gb/s, consumers are demanding innovative footprints and smaller cables. Optical fiber connectivity solutions are able to address these demands and move both the Thunderbolt and USB specs into the future. We are assessing the viability of providing the market with solutions for other protocols in the future.

What is that symbol on the Connector?

That () is the Mark of Excellence. It symbolizes Quality Optical.

Do Optical Cables by Corning require external power?

Optical Cables by Corning are powered directly from the host and peripheral devices. No external power adapter or injector is needed. NOTE: Optical Cables by Corning do not provide or transmit power to devices.

How do I know if the cable is working?

As with any electrical cable, simply transferring a file is an easy way to verify operation. Additionally, Optical Cables by Corning provide ‘handshake’ (enumeration) data to devices with which it is connected. Many devices will display a ‘pop-up’ window acknowledging successful connection.

I can’t seem to get things working. Do I need to load special drivers or software?

No additional software or drivers are needed. Here are a few things to check:

  1. Determine which technology your computer and device support, either:
    1. Thunderbolt™ technology; or
    2. USB technology, compliant with USB 3.0 or USB 2.0 standard
  2. Ensure that your peripheral device is self-powered. Optical Cables by Corning are for use only with self-powered peripheral devices.
  3. Choose the Optical Cable by Corning that supports your computer and device technology, either:
    1. Thunderbolt™ Optical Cable for computers and devices with a Thunderbolt™ port; or
    2. USB 3.Optical™ Cable for computers and devices with a USB 3.0 or 2.0 port.
  4. Insert the Optical Cable by Corning into the appropriately marked ports on your computer and device. The device should turn on automatically when it receives a signal from the computer. If not, please make sure the device is connected to an appropriate power supply.
  5. When disconnecting the Optical Cable by Corning, remember to eject the device on your computer before disconnecting the cable.

What special care do I need to take to make sure the Optical Cables by Corning don’t break?

Treat your Optical Cables by Corning as you would any high-performance copper cable, i.e. minimizing extreme bending and heavy weights where possible. The Optical Cables by Corning are constructed with rugged Corning® ClearCurve® VSDN® optical fiber and a specially engineered cable design to make it as durable as its copper counterparts.

My Optical Cable by Corning was cut in two pieces. Is there any way to field repair?

Unfortunately, no. Optical Cables by Corning consist of glass fiber optics and cannot be spliced or soldered together like copper cable.

The connector on my Optical Cable by Corning got wet. What can I do?

Unfortunately the connector more than likely is damaged beyond repair. Allowing it to air dry for many days may allow the assembly to work again, but could cause potential damage to the peripheral device. Discard the Optical Cable by Corning in an environmentally friendly fashion and replace.

I accidentally shut my AOC cable in the file cabinet drawer and it no longer works. Is there anything I can do to fix it?

The Optical Cables by Corning cable assembly is designed to be durable and rugged. There are some instances that sharp bends along with extreme force could cause cable damage. There are no user repairable components in the cable or connector. Discard the Optical Cables by Corning in an environmentally friendly fashion and replace.

The Optical Cable by Corning gets tangled easily when uncoiling from the package. Is there a special way to coil this cable for transport?

Optical Cables by Corning are designed to be extremely durable. When unpacking, carefully uncoil with minimal force and straighten the entire length if possible. The assembly can then be easily coiled for storage and shipping. If your Optical Cable by Corning came on a plastic reel, you can save it for future use.

Will dust affect the performance of my Optical Cables by Corning?

The Optical Cables by Corning connector is engineered to perform optimally in the conditions experienced in consumer electronics, and dusty environments will not affect performance.

Thunderbolt™ FAQ

Are Thunderbolt™ Optical Cables by Corning compatible with all Thunderbolt peripheral devices?

Yes. Thunderbolt Optical Cables by Corning have been fully tested to meet Intel’s “Thunderbolt Interconnect Specification” which ensures interoperability. Corning has also attended industry “Plug Fest” events that successfully tested more than a hundred Thunderbolt devices to further insure that all electrical/optical Thunderbolt interconnect cables are fully compatible.

Can I ‘daisy chain’ two Thunderbolt™ Optical Cables by Corning together to double my distance?

No. The Thunderbolt™ standard does not allow using a passive Mini Display Port (mDP) receptacle adapter to connect two assemblies together. Thunderbolt™ Optical Cables by Corning comes in lengths up to 100 meters and thereby covers almost all applications.

USB 3.Optical FAQ

Are USB 3.Optical™ Cables by Corning compatible with all USB devices?

Though no USB standard currently exists for optical cables, USB 3.Optical Cables by Corning have been successfully tested with more than a hundred devices spanning all major consumer operating systems. In general, you can expect USB 3.Optical Cables by Corning to work with most self-powered USB 3.0/2.0 compliant device.

I want to charge my portable device (like iPhone or iPad) with USB 3.Optical™ Cables by Corning. Is that possible?

USB 3.Optical Cables by Corning are designed to be used with self-powered peripherals only. No significant power is available after powering its internal opto-electronics. A self-powered USB 3.0/2.0 hub can always be used at the peripheral (B-sid) to provide power if desired.

Do USB 3.Optical™ Cables by Corning contain copper conductors?

Yes, two copper conductors transmit power from the host for the optical to electrical conversion and back again. All data is transmitted over the optical fibers.

If USB 3.Optical™ Cables by Corning are connected to a 3.0 hub, will my 3.0 and 2.0 peripheral devices work at the same time?

USB 3.Optical™ Cables by Corning will function like a comparable USB 3.0 copper cable when connected to an external hub. All peripheral devices will be accessible and should operate normally.

Can I connect my bus-powered portable drive or display adapter directly to USB 3.Optical™ Cables by Corning?

You can expect USB 3.Optical™ Cables by Corning to work with USB 3.0 compliant devices requiring 2.25 W of power. Should you choose not to use such a device, the best way to ensure operation is to connect the drive and verify operation by transferring files. Another option is to connect the USB 3.Optical Cables by Corning to a power hub and use a short copper cable to power the bus-powered peripheral.

After I connect the USB 3.Optical™ Cables by Corning cable to my computer, the device manager shows multiple USB 3.0 and 2.0 hubs have been connected. Is this normal?

Yes, it is. The specially designed ASIC within the USB 3.Optical™ Cables by Corning create these “phantom” hubs to ensure proper operation.

Corning does not offer the particular USB connector style I need, but I could really use the extra length provided by AOC technology. Is there a way to make it work?

A simple solution is to combine a Corning USB “A to receptacle-A” USB 3.Optical™ Cables by Corning with a short, off-the-shelf jumper cable that has a USB “A” plug on one side and the particular connector your end device requires on the other. One-piece adapters are also available for common configurations. Another option is to plug the USB 3.Optical™ Cables by Corning with “A to Micro-B” into a powered hub (external power supply) and then plug your device into the externally powered hub.

Still have questions? Please contact us.

Returns & Warranty

INTENDED USE

This product is intended to be used to connect a computer/host to a peripheral/device. The product is not designed or intended for use in hazardous environments requiring fail-safe performance, such as in the operation of nuclear facilities, aircraft navigation or communication systems, air traffic control, direct life support machines, weapons systems or other systems in which the failure of the product could lead directly to death, personal injury or severe physical or environmental damage. Purchaser agrees that it will not use the product, or any part thereof, in connection with such systems.

Be sure to install the product in the place where proper temperature and humidity exist, otherwise parts of this product may be damaged.

Temperature and humidity ranges:
Operating Temperature 0° to +45°C (+32° to +113°F)
Storage/Shipping Temperature -20° to +85°C (-4° to +185°F)
Relative Humidity (non-condensation) 5 to 85 percent RH

EXCLUSIONS AND LIMITATIONS

Subject to any statutory rights of the consumer under applicable law, to obtain warranty service, you must return the product to an authorized Corning retailer accompanied by your receipt or proof of purchase. If you purchase the product from an unauthorized dealer your Corning Limited Warranty will not be valid.

LIMITED WARRANTY

Corning Optical Communications (“Corning”) warrants this product against defects in materials and workmanship under normal use and service, for a period of ONE (1) YEAR from the date of retail purchase by the original end-user purchaser (“Warranty Period”). If a defect arises and a valid claim is received within the Warranty Period, Corning at its option and to the extent permitted by law will either (1) repair the product defect at no charge, using new or refurbished replacement parts, or (2) exchange the product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product. For purposes of this Limited Warranty, “refurbished” means a product or part that has been returned to its original specifications. IN THE EVENT OF A DEFECT, THIS IS YOUR EXCLUSIVE REMEDY.

OBTAINING WARRANTY SERVICE

Subject to any statutory rights of the consumer under applicable law, to obtain warranty service, you must return the product to an authorized Corning retailer accompanied by your receipt or proof of purchase. If you purchase the product from an unauthorized dealer, or if the original factory serial number has been removed, defaced or altered, your Corning Limited Warranty will not be valid.

Download full warranty

Optical Cables by Corning
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