HP Pavillion Windows 10 Laptop freezing only when using UD-5900 Multi-Display Dock


#1

We have the UD-5900 set up on 17 laptops without any issues where the laptops are closed and users only work on wireless keyboards/mice and dual monitors. One of the setups, however, has been freezing consistently when the user steps away to go perform a task or stops using the system for a brief minute.

When this occurs, even opening up the laptop and trying to move the mouse via the trackpad or use the laptop keyboard does not respond. The monitor screens show the content that is frozen and the laptop monitor screen stays black.

Configuration
The laptop lid is closed and the user is working on a keyboard and mouse on two monitors.
All users have the same monitors and laptops with the same configuration.

Troubleshooting steps already taking:
Reinstalled the latest DisplayLink software which updated the existing one.
checked to make sure no HP updates were required.
Bypass the dock: If we connect the Laptop directly to a monitor and close the lid, therefore bypassing the docking station completely, the issue does not occur and was tested for two weeks without any issues.
We have tried different USB cables (both 3.0 and 2.0) and have seen the same results.

Please advise.


#2

Hi Safa,

Thanks for posting, and I would be happy to help with your docking station!

Thank you as well for the great detail you provided and the troubleshooting you have already performed that is much appreciated. If all seventeen setups are identical and only one system is affected, it sounds like there may be a hardware issue with the Plugable dock. To help confirm this is in fact the case, our next step is to get more information.

If you would, from the affected system please send the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug to us directly via support@plugable.com with ‘For Ticket # 190810’ in the subject line. This will allow us to match everything up and examine some log files from the system to help determine the next steps.

** Please also include the original Amazon Order ID number for the dock purchase (available from Amazon.com/orders) in your direct email as it is necessary to determine warranty status **

Thank you!

Bob
Plugable Technologies
www.plugable.com/support


#3