Dual external monitors - reverts to one monitor when lid closed

#1

I have a HP envy 17 laptop running Windows 8.1. It is attached to to the Plugable USB 3.0 port replicator. Two monitors hooked up from the port replicator to the DVI input on the AOC LED monitors. Everything works as I want it until I close the lid. Then only the Primary monitor works. the secondary one goes dark.
If I disconnect the USB plug from the computer and plug it back in, everything works fine. Is there a way I can change setting so I can skip this annoying step?
Jeff

#2

Hello Jeff,

Thank you for bringing this to our attention and I am sorry to hear this. I am assuming we are dealing with one of our docking stations (UD-3900 perhaps?). If this is the case, I would like to first see if a clean installation can help eliminate this. Please perform the following steps:

  1. Disconnect docking station from the computer
  2. Uninstall DisplayLink Core software from Control Panel -> Programs. Do not worry if this fails, just move onto the next step.
  3. Download and run the DisplayLink cleaner tool -> http://displaylink.com/techsupport_fi…
  4. Once the Cleaner has been run, reboot (do not close the window until you see the message “Cleaning complete. Press ENTER to end.”)
  5. Now download and run the latest DisplayLink software from our downloads page -> http://www.displaylink.com/support/sl…
  6. Reconnect the docking station to the computer and test.

Please let me know if this yields any results. If we end up with the same symptoms, it could be helpful if you take a look at the screen layout in the “screen resolution” menu.

Kind regards,
Patric
Plugable Technologies

#3

Went through the steps with no problems. However the problem still exists. Upon closing the lid monitor 2 goes dark and reports no signal. If I immediately unplug the Display link and replug it in, the second monitor comes up. .
Jeff

#4

!](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1166269/screenrez_inline.JPG?1425429084)](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1166269/screenrez.JPG?1425429084)

#5

Hi Jeff,

Very strange! Let’s take a look at the power settings and have nothing happens when you close the lid instead of turning off the screen or sleeping or whatever else. Let’s also disable selective suspend in the power options (please see screenshot), reboot and test once again.

Kind regards,
Patric
Plugable Technologies

!](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1166293/selectivesuspend_inline.png?1425430352)](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1166293/selectivesuspend.png?1425430352)

#6

No joy. I disabled the USB settings as requested. Still same behaviour. I have reset them again to enable and am awaiting further suggestions.
Jeff

#7

Hello Jeff,

What product are we dealing with here? Do we experience the same symptoms with all the other USB ports? Do we experience the same symptoms with a different computer/system?

Kind regards,
Patric
Plugable Technologies

#8

We are dealing with Display link Plug and Play USB 3.0 Docking Station. Only a week old ordered from Amazon. One monitor is AOC 2269WM the other is AOC e2252e. The laptop is a three month old HP ENVY 17 running windows 8.1.
I can’t test the docking station on another device because it’s a desktop unit. It doesn’t have a lid!
Jeff

#9

Hi Jeff,

I would need to take a closer look via PlugDebug. It allows us to get a better idea of which driver versions are on the system, as well as diagnostic and installation logs, while minimizing the amount of questions we send your way when we are looking into an issue.

Please head over to -> http://plugable.com/support/plugdebug. There you will find a download link as well as instructions. Please be sure to have the docking station plugged into the computer and attached to the monitors when running this tool and attach the resulting zip file in the reply to support@plugable.com. Once we have the .zip file it generates, we will get a better idea of how to best proceed.

Kind regards,
Patric
Plugable Technologies

#10

Patric
I have just sent you the zip file.
Jeff

#11

Okay Patric:
today I tried swapping out the right monitor, the E2252S LED AOC monitor with an older LED Acer X223w. It made a big difference in how the USB box handles the monitors.
First of all upon boot up I have the initial start up on left monitor - something that didn’t happen in the previous configuration until I signed in (I had to use the laptop monitor until after I signed in). So that was a big unexpected change.
Also the swapped out screen came up immediately after signing in and pressing “Desktop” . No need to plug and unplug.
So I think we can deduce there is a problem between how USB docking station and the AOC E2252s monitor interface.
Has there been other issues with interfacing with AOC LED monitors?
Jeff

#12

Oops,

I am only now seeing this response to this thread after I sent you the private response. There might a problem with the video cable itself or the control board on the AOC monitor is slow or defective. According to the logs, the monitor is being recognized and initiated. This could also be a problem in the operating system. If the replacement does not eliminate this symptom, I would start thinking about a “refresh”/reformat of your operating system.

Kind regards,
Patric
Plugable Technologies

#13