Defective USB3-3900DHE

I purchased this device back in May 2019. All of a sudden it’s not working properly. It causes the monitors to become disconnected, and the internet cable doesn’t transmit to the laptop. When I try plugging it back in I get a message saying “USB device not recognized. The device malfunctioned and Windows does not recognize it”. I can email you a copy of my amazon receipt.

Thanks for reaching out, and for contacting us privately with that additional information!

I sent over clean install instructions for this, as I’m pretty sure the DisplayLink install is just having an issue on your machine (you’ve mentioned this is also happening at home with a UD-3900 dock as well). Here’s a copy of those instructions for your reference:

We’ll want to proceed with a clean installation of the drivers, and see if the behavior is any different. We’ll do all of the following with the DisplayLink adapter disconnected, until the very last step.

  1. Disconnect the DisplayLink adapter from the computer

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

  3. Download and run the DisplayLink cleaner tool, found here:

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

  5. Now download and run the latest DisplayLink software, found here:

  6. Reboot, even if not prompted to

  7. Once you’re back in Windows, reattach the DisplayLink adapter and let it install and update the firmware which should happen automatically.

Once you’re able to complete this process, please report back!

Bad dongle. I replaced it and everything works fine now.

You can close this ticket.

Thanks for your help.

Thanks for working with us on this, Paul!

For others that might see this, Paul was using a USB-C to USB-A adapter between the dock and the machine, and that adapter failed.