Can't install display link software


#1

I have been using the display link software with the Plugable UD-3900 and my surface pro 3. It has been working fine and today when I got to my office the software was not loading. I tried restarting the device and computer. Then i tried to uninstall the software. Now when i try to reinstall the software i get the message shown in the picture. !](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1186750/plugableerror_inline.PNG?1428674692)](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1186750/plugableerror.PNG?1428674692)


#2

Hi Ryan,

Thanks for posting! I’m sorry the dock stopped working properly with your Surface. I’d be happy to help.

From your description of the symptoms (and the warning that the DisplayLink software is already installed) it may be that the Intel graphics driver for your Surface may be out of date. We put up a post about the issue on our blog here:

http://plugable.com/2014/12/09/having…

We put instructions in our original post about manually updating the drivers but since then Microsoft has released an update on 1/15/2015 for all Surfaces’s with newer graphics drivers --> http://www.microsoft.com/surface/en-u…

Can you re-run the Windows Updates process to ensure you have all the latest updates and see if your displays work again? Here are instructions for running the Updates --> http://www.microsoft.com/surface/en-u…

If that does not resolve the issue, the next step would be to clean the current DisplayLink driver for the dock from your system and re-install the latest. Please follow these steps:

  1. Disconnect the dock from the Surface and please remove the power cable from the dock so it turns off completely. Please keep it disconnected until the last step.

  2. Uninstall the DisplayLink Core software from the Control Panel -> Programs and Features. Don’t worry if this fails, just move onto the next step

  3. Download and run the DisplayLink cleaner tool, found here:
    http://displaylink.com/techsupport_fi…

  4. Once the Cleaner has been run, reboot (even if not prompted to)

  5. Now download and run the 7.7 M4 DisplayLink software, found here:
    http://displaylink.com/support/sla.ph…

  6. Reboot, even if not prompted to

  7. Once you’re back in Windows, reattach the power cable to the dock first. Once the dock is powered on, reconnect it to your Surface which will trigger the final portion of the installation

Please let us know if that helps, and we can go from there.

Thank you,

Bob
Plugable Technologies
www.plugable.com/support


#3