Display not working hdmi-dvi connection


#1

I followed everything on this support below and nothing.

Support response followed (short of the debug tool and submission) (links removed so I could post this):

[Mitchell] Employee

[Oct 1]

Hi Mike,

Thanks for posting! I’m sorry to hear about these display issues you are experiencing, but I’d be happy to help.

I suspect the DisplayLink software did not properly install upon the UD-3900 dock being connected to your system. Let’s try to install it manually – to do so, please follow these steps:

  1. 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
  2. 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
  3. Download, extract and run the DisplayLink cleaner tool > 4. Once the Cleaner has been run, reboot (even if not prompted to)
  4. Now download and install the 8.5 M2 DisplayLink software > 6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect it to your system which will trigger the final portion of the installation

If these steps help, great! If not, I’d like to request some logs from your system to investigate further. Please keep the dock connected to your system (with displays still attached), then navigate to our PlugDebug tool and follow the instructions there. Please send the ZIP file it creates to us directly at support@plugable.com with “Ticket #237004” as the subject line.

Thanks for giving us a chance to help!

Mitchell
Plugable Technologies


#2

Hi Jeff,

Thanks for posting! I am sorry things are not working as expected with your docking station and I would be happy to help.

Thank you as well for the troubleshooting you have already performed via the information in the earlier forum post that is much appreciated.

Given the clean install did not help, our next step is to get some additional information. If you would, please keep everything connected (even though not working) and send the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug to us directly via support@plugable.com with ‘Ticket #256389’ in the subject line. This will allow us to match things up and examine some log files from your system to help determine the next steps.

Please also include your Amazon Order ID number for the dock purchase in your direct email. Please do not post either the PlugDebug or Amazon Order ID number in our public forum.

Thank you for giving us the chance to help!

Bob
Plugable Technologies


#3

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