Monitors don't wake up (similar issue to Ken Gulley)


#1

I have Windows 10 Home HP laptop and two monitors, with the mouse/keyboard dongle plugged into the docking station. Everything works perfectly.

I also have a Windows 10 Enterprise Lenovo T560 laptop. On this laptop, I am experiencing similar behavior to what Ken Gulley described - I hear the “welcome” tone when I plug the docking station in to the laptop, the mouse and keyboard work, but the two external monitors do not wake up.
I have a coworker with the exact same Lenovo and docking station and his works fine. Any insight you can provide would be very much appreciated.


#2

Hi Leslie,

Thank you so much for reaching out to us, I am sorry that you have run into this issue, but I would be happy to assist!

Just to make sure I am understanding the question correctly, when you attempt to connect any individual Plugable docking station to your system, it does not allow you to output to the displays? Or is it just this specific dock that is not outputting, but a duplicate dock from one of your coworkers connects?

Thank you for your patience,
Marc
Product Owner & Technical Support
www.plugable.com/support


#3

Hi Marc,
I have a docking station that works with my personal laptop. But when I plug the same docking station into my work laptop the monitors do not come on.

It’s the same docking station and the same monitors that I’m trying to use with two different laptops.

I haven’t tried to use my coworkers docking station with my system.


#4

Hi Leslie,

Thank you so much for clarifying! This is good information, as it tells us that we could just be dealing with a software or system related issue that is causing the monitors to not display correctly.

The best way to get all the information we need to attempt to resolve the issue can be found with our PlugDebug application. When you have a free moment, could you head to www.plugable.com/support/plugdebug and download and run PlugDebug. Once the application finishes, it will save a .zip file to the desktop. Please attach this .zip file to an email, and send it to support@plugable.com with “Ticket no. 191247” in the subject line.

Please let me know if you have any additional questions or concerns.

Thank you for your patience,
Marc
Product Owner & Technical Support
www.plugable.com/support


#5

I was able to get this resolved. It was just a driver problem as I don’t have admin rights on the laptop I was having issues with. Thank you


#6

Hi Leslie,

That is fantastic! I am glad that everything has been updated and installed correctly, and you are not longer experiencing the same issue.

If you have any additional questions or concerns in the future, please feel free to email us at support@plugable.com and we would be happy to assist.

Thank you for your time,
Marc
Product Owner & Technical Support
www.plugable.com/support


#7