Device unrecognized!


#1

I recently purchased a Plugable Superspeed 3.0 UD-3000 from Amazon. I have an ASUS notebook with Windows 7.

I updated all of the Windows drivers prior to hooking up the docking station. After I hooked it up it began to download the device driver than it stopped and failed to completely download the device driver.

I hooked it up to all of the USB 3.0 ports and still it didn’t work. I have been able to use other USB devices with no problem.

Is there a solution I am overlooking or do I need to return this.


#2

Hi Sean,

Thanks for contacting Plugable Support, we’ll be happy to help. Sorry to hear about the difficulty with the driver install, let’s take a couple of quick troubleshooting steps to make sure the hardware is working and then we’ll get the drivers installed.

First, can you say if there’s a blue light on the docking station? This indicates that it is getting power. If it’s not on, we’ll need to figure out why.

Next, connect the docking station to your computer. Try a simple USB device like a mouse in one of the USB 2.0 ports on the back of the docking station.

If the USB device works, next plug in a monitor and try holding the Windows key while you press “p” to select either duplicate or extend.

Does the external screen come on?

Let me know what you find and we’ll figure out our best next steps.

Thanks,
Jerome.


#3

The device is getting power and is plugged in. It just won’t complete the driver download. I get a message saying device unrecognized .


#4

Hi Sean,

Please run the DisplayLink support tool and forward the .zip file that it creates over to us at support@plugable.com along with your Amazon order id and we’ll figure out the best next steps to get you fixed up.

Here’s a link with instructions on how to run the support tool:
http://plugable.com/support/tools/dis…

Thanks,
Jerome.


#5

I was able to get the device to work partially. My Logitech mouse won’t work with it and neither will my cable internet connection. I can’t hook up my external monitor at the moment because I misplaced my DVI to VGA converter.

I use the link you sent me to DeisplayLink.

I will continue to try to get a full connection to the Plugable device. It went through a system compatibility check and everything passed. I am not sure why the device is still having problems.


#6

I found the DVI to VGA plug converter and was able to connect to an external monitor. I also can connect to external speakers. However, I still cannot conect to the internet.

Is there a setting that I am missing?


#7

Hi Sean,

Great to hear you’ve made so much progress, it should just be a matter of configuring the network now to get it going and you’ll be all set!

First, let’s verify that the network cable that you are connecting is active. Are there activity lights? If so what color? If there are lights but no connection to the internet, try rebooting the router.

If there aren’t any lights, try the cable in another computer to make sure that it is active.

Let me know what you find and we’ll figure out our best next steps.

Thanks,
Jerome

Plugable Technologies


#8

Unfortunately something happened and I got the “black screen of death”. I had to reload Windows completely.

The good news is that after that I was able to download everything and now the device works.

It was more of a pain than it should have been, but I got it to work. I am not exactly sure what caused the system crash, but your team might want to investigate it to make sure it doesn’t happen to someone else.

Sean


#9

Hi Sean,

Glad to hear you are up and running. If you’d like to run the DisplayLink Support Tool and forward the log files it creates over to us, I’ll be happy to take a look and see if we can determine what caused your system to crash. However, because you are already up and running I completely understand if you’d rather just be finished with it. If you do want to run the support tool, here’s how:

http://plugable.com/support/tools/dis…

Just forward the log over to support@plugable.com with a link to this thread and I’ll let you know what we find.

Thanks,
Jerome.


#10