3900 not recognized after waking up from sleep

USB Docking Stations UD-3900
1

Hi!

Up to date Windows 10 on an ASUS laptop. I use my trusty UD3900 at my desk with 2x external monitors.

Sometimes, when I wake my computer up, it fails to connect with the 3900. I hear the USB device bing, but nothing happens. When I reboot it always works.

I think this is a new behavior, so I’m not blaming your great device, but I’d love some guidance.

Thanks

2

Hi Ben,

Thank you for reaching out to us, I am sorry the dock is sometimes not detecting properly.

Based on your description of the behavior, our first step is to get some additional information from your system.

While the docking station is working normally, please keep the dock connected and both monitors attached and send us the output of our diagnostic utility PlugDebug ( http://plugable.com/support/plugdebug ) as this will allow us to examine some log files from your system to help determine the next steps.

If the docking station fails to detect, please run the PlugDebug software and send me that log file as well, comparing the two files may help indicate the problem. If the problem does not reproduce we can start with the logs in working condition and go from there.

Please send an email to ‘support@plugable.com’ with the subject line ‘Ticket #223870 - Attention Pat’ and the zip file attached to the email.

Thanks,

Pat
Plugable Technologies
www.plugable.com/support

3

Hi Ben,

Thank you for providing the log file!

A few issues may be causing this behavior that we can go ahead and address. First off, I would like to perform a clean installation of the DisplayLink drivers to clear out some older drivers as well as the Windows Update drivers that were installed. Please perform the following:

  1. Disconnect the dock from the system and please remove the power cable from the dock so it turns off completely (this is important so the unit resets). Please keep it disconnected until the last step.
  2. Uninstall any and all software with ‘DisplayLink’ in the title that is present from within the Control Panel -> Programs and Features. Don’t worry if these entries are not present or if the process does not work, just move onto the next step
  3. Download and run the DisplayLink Installation Cleaner utility, found here –> https://s3.amazonaws.com/plugable/bin… and ensure it displays “Cleaning Complete” when done (video walk-through if you need it -> https://youtu.be/AcVV1gD_FvI)
  4. Once the Cleaner has been run, reboot (even if not prompted to)
  5. Now download and install the 8.4 M2 DisplayLink software, found here –> https://s3.amazonaws.com/plugable/bin…
  6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect it to your system. If the device is not detected, please reboot the system.

Please let us know if that helps get things working how they should, and we’ll go from there.

Pat
Plugable Technologies
www.plugable.com/support

4

Hello Ben,

We’re closing this thread due to inactivity, but if you have any further questions please feel free to contact support@plugable.com and we’ll be happy to help.

Thanks,

Pat
Plugable Technologies
www.plugable.com/support