I have two new Dell S2417DG monitors set to their default 2560 x 1440 with 60Hz resolution and neither connects. I’ve tried just one at a time and still no connection.
Thanks for reaching out to us, I am sorry this is not working as expected.
The most common cause if the displays not being detected is missing or damaged DisplayLink software.
Based on your description, our first step is to reset the dock and perform a ‘clean’ installation of the required DisplayLink drivers to help ensure both are in a good state. Please perform the following:
- 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.
- 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
- Download and run the DisplayLink Installation Cleaner utility, found here --> https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+Installation+Cleaner+8.4.2135.exe and ensure it displays “Cleaning Complete” when done (video walk-through if you need it -> https://youtu.be/AcVV1gD_FvI)
- Once the Cleaner has been run, reboot (even if not prompted to)
- Now download and install the 8.6 M1 DisplayLink software, found here --> https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows+8.6+M1.exe
- 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 get things working how they should, and we’ll go from there.
Hi, Thanks for the response, but sadly that didn’t do the trick. I think there is something about these monitors - maybe because there are some kind of Gaming monitors that don’t work with the Plugable. I’ve connected the Plugable to other monitors that are not “Gaming” monitors and then it works. Sadly, I through away the boxes for the monitors and can’t return them (they also cost a lot).
I am sorry to hear these monitors are not working while others are, this does point to the monitors being the cause. Most likely it is the NVIDIA G-Sync chipset connected inline with the monitor’s DisplayPort inputs preventing the docking station from working with the display. It is possible using a DisplayPort to HDMI adapter ( for example our DisplayPort to HDMI Active Adapter https://plugable.com/products/dp-hdmi ) and connecting to the HDMI inputs on the monitor will bypass this issue.
Alternatively our UD-6950H ( https://plugable.com/products/ud-6950h ) version of this docking station has both DisplayPort and HDMI outputs, while we are currently out of stock at Amazon I may be able to help facilitate an exchange of your current docking station for this model. Please send an email to ‘firstname.lastname@example.org’ with the subject line ‘Ticket #255299 attention Pat’ and include your Amazon Order ID ( available from Amazon.com/orders ) for your original purchase of the docking station.
Thank you for letting me know by email that the DisplayPort to HDMI graphics adapters allowed these monitors to work correctly with your system and our UD-6950 Dual DisplayPort 4K Docking Station! I am glad we could find a resolution to get this all working for you!