Blue screen with R8.3 DisplayLink driver


#1

I recently updated the driver (and possibly firmware) for my UD-5900 to the R8.3 release from DisplayLink’s site. Everything works fine with my Asus TP300L laptop using this driver. I installed 8.3 on a Dell 7710 and it blue screens seconds after connecting the USB cord to the UD-5900. I downgraded the driver on the Dell to 8.2 (from Plugable’s site), but the crash still occurs. Any ideas how to get the Dell back on the UD-5900?


#2

Hi Rich,

Thanks for posting! I’m sorry your docking station stopped working as expected with your Dell system and I would be happy to help.

Just a quick note for the benefit of anyone else following this forum thread, the latest version of the DisplayLink driver we recommend for our products (currently 8.2 M3) will always be posted here -> http://plugable.com/drivers/displaylink/ The version we recommend will often be an earlier version compared to the latest made available by DisplayLink (the separate company that makes the chip in the dock and driver author) directly as we do additional testing.

That said, the first step in regard to your Dell system will be to perform a ‘clean’ install of only the latest version of the DisplayLink driver we recommend to see if that helps with the behavior. I know you mentioned that you have reverted back to this earlier version of the driver already, but our process adds a few extra 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. If the device is not detected, please reboot the system.

Please let us know if that helps with the behavior when you have a moment, and we will determine the next steps from there.

Thank you in advance for your patience, and giving us the chance to help!

Bob
Plugable Technologies
www.plugable.com/support


#3

Bob,

Thanks for the quick reply. I performed the steps, but unfortunately experienced the same problem. As soon as I plugged in the USB cable, the laptop blue screened.

The BSOD said it was a SYSTEM SERVICE EXCEPTION from dxgkrnl.sys. Looks like mini-dump files were generated.

Thank you for your help!
Rich


#4

Hi Rich,

Thanks for getting back with the update, sorry to hear the behavior remains. “dxgkrnl.sys” refers to a Microsoft DirectX component, so our next step is to examine some log files (including the mini-dump files) to see if we can isolate the behavior further.

While the dock is not connected to the system, please send the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug to support@plugable.com with ‘For Ticket 196451’ in the subject line so we can match things up (we don’t want the logs posted in a public forum) as this will allow us to examine the log files from your system to help determine the next steps.

Thank you again for your patience!

Bob


#5

Just a quick update for anyone else following this thread, the source of the blue screen appears to have been caused by a driver associated with the JAWS Screen Reader from Freedom Scientific -> http://www.freedomscientific.com/Prod… After uninstalling the JAWS software, the blue screens stopped (we have reached out to Freedom Scientific directly with a report of the behavior).

Thank you,

Bob


#6