Dual monitor plugged into dock suddenly stopped working on HP Envy 13

Good evening support team,

I own an HP Envy 13 (specifically the HP ENVY 13-aq0011ms) and have been enjoying using my Plugable 3900 for a long time. My typical setup is 2 monitors, 2 external hard USB 3.0 drives, Logitech unifying reciever and misc other cables plugged into the dock and have never had issues

Unfortunately, a few days ago, the 2 monitors stopped being detected when i plugged in the dock. I tried the instructions at https://support.plugable.com/t/dual-monitor-stopped-working/17558/2 but that didn’t work. I tried the steps in the guide here https://plugable.com/2012/10/30/troubleshooting-ud-3000-display-monitor-blank-issues/ which also didn’t work

I also tried plugging the dock into another computer which was also unsuccesful. Everything else plugged into the dock is recognized apart from the monitor

Do you have any tips of what else I can try? I am so used to working with the monitors and it’s hard to go back

Hello and thank you for posting!

I am sorry things have stopped working as expected with your UD-3900 docking station and I would be happy to help.

Thank you as well for the detail you provided and the troubleshooting you have already performed that is much appreciated.

Based on your description of the behavior, our next step is to get some additional information.

If you would, please keep the dock connected to your HP Envy laptop and the displays connected to the dock (even though not working as expected) and send the output of our diagnostic utility PlugDebug → http://plugable.com/support/plugdebug to us directly via support@plugable.com with ‘For ticket #- 299503’ 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 the Amazon Order ID number for your UD-3900 purchase in your direct email, it is required to confirm warranty status **

** Please do not post the PlugDebug file or the Amazon Order ID number in our public forum **

Thank you for giving us the chance to help!

Plugable Technologies

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