external monitor is frozen

My external monitor connected to my Lenovo Yoga 910S using the Plugable 3000 dock has suddenly frozen with a low contrast image of the last file I was working with. I’ve tried unplugging everything and restarting, but I can’t get rid of the image.
What can I do the fix this?

Hello Thomas,

Thank you for contacting us. I am sorry to hear of this issue when using our dock and I will be happy to help. We also received a direct email support message from you and we have already responded. Just pasting the text from that email below:

"Thank you for the description of the behavior you are seeing. Based off of your description, we will want to reinstall the DisplayLink drivers and run the DisplayLink cleaner tool to make sure that the software is in a good state. 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, found here –> https://s3.amazonaws.com/plugable/bin… 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 8.2 M2 DisplayLink software, found here –> https://s3.amazonaws.com/plugable/bin…
  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 these steps help, great! If not, we’ll want to examine some log files to see if they can tell us what is happening. To help us do so please download and run our diagnostic utility PlugDebug –> http://plugable.com/support/plugdebug with everything connected. Please send the output file that is created on your Desktop to our direct support email address at support@plugable.com with ‘ticket Number 183056’ in the subject line and we will go from there."

Thank you,

David W.
Plugable Technologies