Logitech Webcam disappearing from UD-3900 dock


#1

We have deployed six UD-3900 throughout our organization running on HP laptops. We have dual displays and a Logitech webcam at each location. In almost every setup we have had random webcam disconnects occur. The symptom is simply that the webcam is not a selectable device. The only way to get the camera to be recognized is either a unplug/plug of the webcam to the dock or a power cycle of the entire dock. Occasionally it will go from working to not working while in use. In one case the laptop cannot see the camera at all. Other laptops can see the camera in the same location. As windows has built in drivers I don’t see any way to force a driver install for the webcam. We have tried 3 different types of logitech cameras all with the same result.


#2

Hi Michael,

Thanks for posting. I would be happy to help with your docking stations.

You are correct in that the webcam is using the UVC drivers built in to Windows, so there isn’t much to re-install. Our dock is just acting like a regular USB hub from the perspective of the webcam connection, so there may be other items at play such as the USB drivers on your system or perhaps the specific application in use. You don’t mention what application you are using, but when the behavior occurs if you try to use a different application to access the webcam do you get the same result?

Pending those results, the best way forward would be just after the behavior occurs for you to send the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug to us directly at support@plugable.com with ticket 131692 in the subject line as this will allow us to match everything up and examine some log files from your system to help determine the next steps. If you could also include your Amazon Order ID number for the dock purchase that would be most helpful.

Just send us the results of the test and the PlugDebug file to us directly when you have a moment and we’ll go from there.

Thank you,

Bob
Plugable Technologies
www.plugable.com/support


#3