Docking station issues

[jbarbosa]

we have used pluggable triple display 4k and dock 3.0 all brand new we use these with surface 4 laptops and usually dont have issues i have 5 new laptops multiple new docks we have tested these devices on they are totally fine until in the dock. no monitors pick up no ethernet mouse or keyboard in device manager i have errors on the usb generic usb supersonic generic and pluggable ethernet we have tried wiping the computer rebooting both devices sfc /scannow drivers and more such as firmware updates and more looking for any assistance

[OmarD]

Hello,

Thanks for contacting Plugable support! I’m sorry to hear about this display issue through your Plugable dock, but I’d be happy to help!

To clarify, are you seeing this issue with more than one Plugable docking station?

In this case, since the computer was wiped, the first step we’ll want to take is to make sure that the software used by the dock is in a good state by reinstalling the DisplayLink software and running the DisplayLink cleaner tool.

Please ensure that the Plugable provided USB-C cable is being used to connect to dock to the system.

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 (https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+Installation+Cleaner+9.1.1462.exe)
4. Once the Cleaner has been run, reboot your computer (even if not prompted to)
5. Download and install the New 10.2 M0 DisplayLink software (https://plugable.s3.amazonaws.com/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows10.2+M0-EXE.exe)
6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect the dock to your system

Please let me know if these steps help.

Thanks for giving us a chance to help!

If these steps help, great! If not, I’d like to request some logs from your system to investigate further. Could you please keep the Plugable dock connected to your system (with the non-working display still attached), then navigate to our PlugDebug tool (https://plugable.com/support/plugdebug) and follow the instructions there?

Please email the results with “Ticket #371512” in the subject.

Thanks for giving us a chance to help!

Omar D.
Plugable Technologies