Detecting monitor



I’m having issues connecting a monitor using the USB3-3900DHE. I have monitor 1 connected using a VGA from my laptop docking station. I connected the USB3-3900DHE to the docking station (it automatically downloaded drivers). I’ve connected monitor 2 to the USB3-3900DHE using a DVI. I did not connect the Ethernet cable. In devices section, both SRS-X11 and ‘Pluggable USB3-3900DHE’ are detected. In the displays section I see ‘available display output on: Intel® HD Graphics 520’ (see attached picture) but cannot detect a display. I have Windows 7 Enterprise running on an HP Elitebook and using an HP docking station. Neither monitor has a HDMI port.

I would appreciate some suggestions! Thanks!


Hi There,

Thank you so much for reaching out to us, I am sorry to hear that you are running into this issue, but I would be more than happy to assist!

Based on the description of the issue, we may be running into a software related issue. If you have a moment, please visit and follow the instructions for downloading and running our PlugDebug diagnostic software. Once the software completes, a .zip file should be located on your desktop. Please attach this .zip file to a direct email, and send it to Please include “Ticket no. 238442” in the subject line, so that we can keep all of your information in the same place.

Thank you for your patience,
Product Owner & Technical Support


Hi Everyone,

We attempted to reach out to the customer and work through obtaining some additional information to help resolve the issue, but we did not receive a response back.

If anyone else is experience any similar issues, please feel free to reach out to us directly at

Thank you for your patience,
Product Owner & Technical Support