Dual monitor stopped working

[bmoguy]

One monitor is direct hdmi, (#1) the other is hdmi from UD3900 (#2). Windows 10 Pro.

All was working fine as it has for the last 6 months. Then I unplugged my laptop for a trip. When I returned and reconnected, both monitors came on for a moment and then the #2 went out and #1 was working as the only recognized monitor. I’ve tried restarting the UD-3900, the laptop and monitors. I unplugged #1, and then #2 popped on and was the only recognized monitor. I plugged #1 back in and #2 went black and #1 was once again the only recognized monitor. They can both be recognized, just not at the same time.

Help would be appreciated.

[Joshua_H]

Hello,

Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.

Let’s start off by trying a full clean install of the dock drivers. Here’s how:

1. Disconnect the dock from the system and please remove the power cable from the dock so it turns off completely. 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/file?d=64 and ensure it displays “Cleaning Complete”
   when done (video walk-through if you need it → https://youtu.be/AcVV1gD_FvI)

4. Once the Cleaner has been run, reboot (even if not prompted to)

5. Now download and install the 9.2 M1 DisplayLink software, found here → https://www.displaylink.com/downloads/file?id=1404

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 the device is not detected, please reboot the system.

If that doesn’t help, we have a video on troubleshooting a “disconnected display” here: https://www.youtube.com/watch?v=irAUYfdTp4I

Please don’t hesitate to let us know of other questions.

Thanks again for contacting Plugable support and best wishes!

Joshua Henry

Senior Engineer
Plugable Technologies

http://plugable.com | http://performance.plugable.com/

[bmoguy]

I did steps 1 - 6, no change.

I started the trouble shooting video and using my headphones plugged into the UD3900 the sound was distorted. I plugged headphones directly into the computer and all was well. I did what the video suggested and extended the display and both screens worked but my headphones stopped working. I plugged headphones back into the UD3900 and sound was now good.

I only mention the sound issue as some additional information. All is working as it was, thank you for help.

[Joshua_H]

Thanks for letting me know it all worked out, and for the additional details! It’s good for us to hear about these kinds of setup hiccups.

Should you ever need anything else just let us know!