3900 HDMI to VGA conversion - can't see montior


#1

I have a Plugable3900 connected to two monitors. Unfortunately the monitors support only VGA and Displayport which means that I have to convert the HDMI output from the 3900 to VGA.
Despite my best efforts I am unable to locate the second monitor (HDMI converted to VGA). Does the 3900 support this conversion?
Also I seem to have some strange behaviour on my laptop (e.g. my system tray has disappeared, can’t close windows etc.)
I am running windows 10 on my laptop, i7 processor 16GB of RAM so the hardware spec should be ok.


#2

Hello Jacque, thanks for posting! I am sorry to hear our dock is not working as expected and I will be happy to help.

Thank you for describing the behavior you are seeing. Our dock does generally support HDMi to VGA converters, would you be able to let us know the specific one that you are using?

Pending that information and based off of your descriptions of the issues, we will want to reinstall the DisplayLink software and run the DisplayLink cleaner tool to make sure that the software is in a good state. To do so, please follow these steps:

  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, extract and run the DisplayLink cleaner tool, 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 8.2 M3 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 which will trigger the final portion of the installation.

If these steps help, great! If not, we’ll want to examine some log files to see if they can tell us what is happening. To help us do so please download and run our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug with everything connected. Please send us the file that is created on your Desktop by attaching it to an email to our direct support email address at support@plugable.com with ‘Ticket Number 189558’ in the subject line. We’ll match everything up and determine next steps from there.

Thank you,

David W.
Plugable Technologies
www.plugable.com/support


#3