Computer Freezes < 1 minute after boot after installing 3.0 Monitor and drivers


#1

I bought a new monitor so I could have 2 external screens. One connects via VGA connection, and I am connecting the other via Plugable 3.0.
It works fine…until I reboot.
After a reboot the computer freezes - and I mean freezes - the only key that works is the Power button. This is work PC. In the past 4 weeks my IT dept has shipped me 2 replacements, and I have reimaged once, and I have had about 3 whole days of working PCs. Yesterday I was up and running again, but right after I installed the SW from the disk and plugged in the monitor, and then rebooted, that the computer froze again. So back to square one with no working PC. Trying a system restore to before I installed the drivers now.
The computer is running WIndows 7 Enterprise. I see the disk lists Win 8, 7, vista and XP. Do I need to download a different driver?
I see that many of your replies ask users to run a diagnostic and send you the result, but since my PC stops responding after 1 minute that wont be possible for me.
I will also say I have had this docking station for a year or more, and it has worked fine with prior monitor and new monitor on my home PC which was on Win 8 but is now on Win 10; there is no 2nd monitor as no VGA port available.
I REALLY want to have 2 monitors. Is there a solution for this ? Thanks. Gayle


#2

Hi Gayle,

Thanks for posting! I’m sorry the docking station isn’t working as expected with your new Windows 7 Enterprise system, and I would be happy to help.

You mention installing the DisplayLink driver from the disk that was originally included in the package, and the version on the disk is most likely older than the latest version we recommend. Our first step will be to perform a clean installation of the latest version to see if that changes the behavior. Please follow these steps:

  1. If not already, please disconnect the dock from the system and please remove the power cable from the dock so it turns off completely. Please keep it disconnected until the last step.
  2. You mentioned you used system restore earlier, so the DisplayLink driver for the dock is most likely not installed, but just in case it still is, please uninstall the DisplayLink Core software from the Control Panel -> Programs and Features. If the driver isn’t present or this process fails, don’t worry and 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 7.9 M5 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 when prompted by the installer which will trigger the final portion of the installation. If the device is not detected, just click the ‘Skip’ button to allow the process to complete and reboot.

If that gets the dock working properly, great! If not and system behaves in the same way, please use System Restore as you did previously to return the system to a working state. Once working again, please run our PlugDebug utility -> http://plugable.com/support/plugdebug and send us the file (it is okay that the dock isn’t connected or the DisplayLink driver isn’t installed at this point).

Thank you in advance for your patience,

Bob
Plugable Technologies
www.plugable.com/support


#3