External screen freezes after 2 seconds


#1

I bought the UD-3900 recently thanks to its great reviews. Oddly, it works great on a 7.5-year old HP Pavilion laptop. But when I try to use it on my wife’s work computer, an HP Elitebook 850 G1 (age unknown but relatively new and in great condition), I can’t get it to work. The only time I can get the external monitor to show the picture of the laptop is when I reboot it, and then it lasts for perhaps 2 seconds and freezes. My only option at this point is to unplug, but it never works again until I reboot.

I’ve done everything I can think to do. I’ve updated the drivers. I’ve spent time on the DisplayLink forums and followed their troubleshooting guides (like this one: http://displaylink.org/forum/showthre…). I’m getting nowhere.

Any other advice or things I can do would be appreciated.


#2

I should add that right after my original post, I tested the dock on my work Windows Surface Pro 3 and it worked fine.


#3

Hi,

Thanks for reaching out to us, I’d be more than happy to assist you in getting things into a working state. Since the dock works with other systems, we at least know that the hardware is operating correctly, so we’ll need to figure out what is going on with the software-side.

First, can you completely reinstall the DisplayLink drivers by following these steps:

  1. Disconnect the adapter from the computer.

  2. Run the DisplayLink Cleaner tool to completely uninstall existing DisplayLink Software:
    http://www.displaylink.com/downloads/…

  3. Download driver v7.9 M2 from the below link and follow the installation prompts.
    http://www.displaylink.com/downloads/…

  4. Reboot the computer.

  5. Replug the adapter to the computer. Allow several minutes for the driver to enumerate and for the firmware upgrade to complete.

Once that is done, can you then run our log gathering utility, Plugdebug. Simply go to this site, follow the prompts there, and send us the resulting .zip file.
www.plugable.com/plugdebug

Regards,

Stephen
Plugable Technologies


#4

I appreciate your response, Stephen. Today my wife took the dock to her IT team and they got it working properly, and we were then able to get it working at home. It came down to a permissions issue on her computer. We thought we had been given full admin access in order to install/use the dock, but apparently we had not. That is what kept it from working.

I will bookmark this and follow up with you next week when we use it more extensively while my wife works from home. If there are further issues I will try your steps then follow up.

Again, I appreciate it!


#5