missing 1 monitor display for Lenovo but 2 monitors show for HP

1

Only 1 monitor showing - 2-monitor display from UD-3900. Lenovo T-470 shows HDMI-connected monitor but not VGA-connected monitor. The VGA-connected monitor is wired with a VGA-to-HDMI wire. But both monitors show on my old HP 635 laptop. The monitors are brand-new ASUS monitors, both same make/model. Ideas?

2

Hi Pamela,

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

I would like to start by checking to see if the monitor is detected but not enabled.

For the Lenovo T470 ( most likely Windows 10 ):

  1. Right click on the desktop and select “Display settings” from the drop-down menu
  2. In the top of this window should be a diagram representing your monitors, [1] is normally the notebook LCD, [2] and [3] should be the external displays.
  3. Select the “Identify” button to help determine which is being detected [2] or [3] and select the non-detected display
  4. Scroll down to the bottom of this window and under “Multiple displays” select “Extend these displays” from the drop down menu

Please let me know if this helps, if not we can proceed from here.

Pat
Plugable Technologies
www.plugable.com/support

3

!](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1717936/plugable_inline.PNG?1521746058)](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1717936/plugable.PNG?1521746058)

Hi Pat,

Thanks for your message. Above is a screenshot of what I see in my Display properties. #3 is grayed out. (And you’re right, I have Windows 10 - on both the problem laptop, Lenovo, and the one that works, HP 635.)

Any ideas?

Thanks!
Pamela

4

Hi Pamela,

Thanks for getting back to me and providing that screenshot!

Please select the third screen by left-clicking on the [3]. Next scroll down the page to the subsection “Multiple Displays”, there should be a drop-down menu with options including “Extend these displays”.

Please let me know if you see this option or if it is missing from the page.

Thank you,

Pat
Plugable Technologies
www.plugable.com/support

5

Hi Pat,

Thanks for your message - Multiple displays is already set to “Extend desktop to this display.”

Thanks,
Pamela

6

Hi Pamela,

Thanks for contacting us! I am sorry this is not working as expected.

Based on your description of the behavior, our next step is to get some additional information from your system.

If you would, please keep the dock connected and both monitors attached (even though one is not working) and send 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 email this zip file to support@plugable.com with the subject line “Ticket #219091 Attention Pat”.

Thanks,

Pat
Plugable Technologies
www.plugable.com/support

7

Thanks, Pat! I sent the email :slight_smile:

8

Hi Pamela,

Thank you for providing the PlugDebug log files!

Based on the logs, it appears Windows has this monitor disabled. The above instructions should have enabled it.

Our next step is to reset the dock and perform a ‘clean’ installation of the required DisplayLink drivers to help ensure both are in a good state. Please perform the following:

  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 and run the DisplayLink Installation Cleaner utility, 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 8.4 M0 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. If the device is not detected, please reboot the system.

Please let us know if that helps get things working how they should, and we’ll go from there.

Pat
Plugable Technologies
www.plugable.com/support

9

Hello Pamela,

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