Dual 4K USB 3.0 display adapter suddenly disconnects and requires computer reboot to fix.


#1

I bought the “Plugable USB 3.0 Dual 4K HDMI 2.0 Adapter with Gigabit Ethernet” product. The problem is that about once per week, the display goes blank and the monitor shows an on-screen message saying “no input detected”. In other words, it acts as though there is nothing plugged into it at all. (This will often happen complete out of the blue when I am not even using the computer, but I see the signal drop from across the room.)

The ONLY way to fix this is to reboot the computer. Simply unplugging the HDMI cable from the adapter (or the adapter’s cable from my laptop’s USB 3.0 port) and then replugging it does not work. Which doesn’t make much sense…suggests that something within the firmware is getting corrupted. I have the latest DisplayLinka drivers installed.

Any ideas what’s going on?


#2

Hello, thanks for posting and I will be happy to help.

Thanks for the description of the behavior you are seeing. Based off of your description we’ll want to reinstall the DisplayLink software and run the DisplayLink cleaner tool to make sure that the software used by our adapter is in a good state. To do so, please follow these steps:

  1. Disconnect the adapter from your system. 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, found here --> http://www.displaylink.com/downloads/…
  4. Once the Cleaner has been run, reboot (even if not prompted to)
  5. Now download and install the 8.5 M2 DisplayLink software, found here --> http://www.displaylink.com/downloads/…
  6. Reconnect the adapter to your system which will trigger the final portion of the installation

If those steps do not help, does disabling USB Selective Suspend help? We have seen some evidence that this helps in similar situations with USB attached displays, so I am curious if it help at all here. To do so, here is a good guide if needed --> https://www.tenforums.com/tutorials/7… for disabling selective suspend.

Thank you,

David W.
Plugable Technologies
www.plugable.com/support


#3

Thanks for the reply; I ran the Cleaner then reinstalled the DisplayLink software per your instructions, but it did not help: my USB monitor crashed/froze 3 times today (requiring a reboot each time.) I have disabled Selective Suspend, and will report back, though I’m not optimistic. A couple more things about the crash symptoms in case it helps:

  1. When the monitor crashes, it actually doesn’t go dark right away: rather **whatever picture it was displaying stays permanently frozen on the monitor**…but the USB “device disconnected” sound plays, and the laptop acts as though that display is not connected at all…but oddly, the image stays frozen in place on the monitor (though obviously I can’t move my mouse onto that screen…it’s just a frozen still image of whatever the monitor was displaying when it crashed.) If I unplug the USB cable, THAT will make the screen go dark (and plugging it back in does not bring any picture back…the monitor just stays dark until I reboot.) Not sure if this helps diagnose, it’s just an odd behavior.

  2. It would still be helpful – even if we can’t get to the bottom of this – if we could at least get me to a place where **I can get the picture back WITHOUT A COMPUTER REBOOT** As I’ve written above, when the monitor crashes, the ONLY way to bring it back to life is with a laptop reboot…if I could somehow get it working again WITHOUT having to reboot my machine, that would be a big help. Just what’s going on when the USB monitor crashes/freezes? Is it a type of corruption/crash that can be remedied without a reboot?


#4

Hello, thanks for the reply. Depending on the results with disabling USB selective suspend next step would be to send you a replacement adapter to ensure the hardware within the adapter is working properly. We can reach out to your email used to register on the forums directly to facilitate this process. The behavior you describe sounds like the adapter could be causing this behavior that requires a whole system reboot.

Thank you,

David W.
Plugable Technologies
www.plugable.com/support


#5

Alright, thanks. Hasn’t crashed yet, but that doesn’t tell us much since it’s gone days without crashing before only to crash 3 times the next day.

But as to the 2nd part of my question above, can you think of any steps I can take that – if the crash happens again – would allow me to get the display working again WITHOUT a full system reboot? That would also be a huge help…is there some system process that i can kill / repair / restart / etc, that would fix the USB monitor connection without a reboot? Or to put it another way: just what is it about a system reboot that fixes the problem…what is it that happens during the reboot process and can we emulate it without the reboot itself?


#6

(Jumping in briefly for David) The theory that makes the most sense given that the system needs a reboot to recover is that the USB controller on the laptop is hanging.

A good way to test this next time the display freezes is to unplug the display adapter, then plug something else into that USB port. If the other device you try also doesn’t work, then that would confirm that the controller in the system is locking up for some reason.

We’ll look forward to seeing the logs to help us analyze further about any possible fixes that don’t involve a reboot.

Thanks!