Logmein can't access some screens when connected to USB3 Doc

A client just got several surface and ‘yoga’ touchscreen laptops. When the Lenovo Yoga laptop is connected to the plugable doc (with two external monitors), I can switch through the monitors as usual, but when it gets to the built in display, I either get what looks like one of the monitors display connected to another smaller display, or I get just a section (maybe 1/4) of the screen. In both cases, that screen can not be interacted with. I can’t click on any of the icons etc. Needless to say, it works fine for the user on site, this problem only occurs when I remote in using LogMeIn.
Anybody know what the deal is?

Hi Mick,

Thanks for reaching out, I am sorry this is not working as expected.

While we have not seen this specific issues before, it could be related to an out of date graphics driver or DisplayLink software. I would start by verifying the graphics drivers are fully up to date and the current version of the DisplayLink software has been installed, available here ( https://plugable.com/drivers/displaylink ).

It may be useful to get some additional information from the system to see if anything is out of place.

If you would, please keep the dock connected and both monitors attached and email us the output of our diagnostic utility PlugDebug ( http://plugable.com/support/plugdebug ) as this will allow us to examine some log files from your system to help determine the next steps. Please attach the zip file in an email to support@plugable.com and reference “Ticket #2132353 - Pat P.” in the email subject line to associate the email to your forum post.

Thank you,

Pat
Plugable Technologies
www.plugable.com/support

Hello Mick,

We’re closing this thread due to inactivity, but if you have any further questions please feel free to contact support@plugable.com and we’ll be happy to help.

Thanks,

Pat
Plugable Technologies
www.plugable.com/support