Monitors not being detect

1

I purchase the SuperSpeed USB 3.0 Dual Monitor Docking Station (ud-3900). My laptop has Windows 7 Professional installed, and right now, I am not able to used dual monitors. I have a 17 inch Acer Monitor S271HL hook up to the DVI connect, and the second monitor Sceptre LED Curved Monitor C27 hook up to the HDMI. After installation, it will only recognized one monitor, and not both. Even we, I have switch it around. What do I need to do in order for it detect both of the monitors? !](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1728218/MonitorDetection3_inline.jpg?1525356986)](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1728218/MonitorDetection3.jpg?1525356986) !](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1728219/MonitorDetection2_inline.jpg?1525357023)](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1728219/MonitorDetection2.jpg?1525357023)

2

Hi Brenda,

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

Thanks for providing the pictures of the Display Settings window, based on this Windows is recognizing both monitor are connected and setting them as extended displays.

If one monitor is not displaying, this may be caused by a bad video cable or the monitors not automatically switching to the correct inputs.

To manually select the input on the Acer monitor, please perform the following:

  1. Select the “Menu” button on the LCD bezel
  2. Use the left and right arrow buttons to navigate to the “Settings” menu, this uses an open-ended wrench-like icon
  3. Press the “Menu” button again to access the settings menu and the arrow buttons to navigate to “Input”
  4. Use the “Menu” button to select Input and the arrow buttons to select the correct input on the monitor

To manually select the input on the Sceptre monitor:

  1. Press the (S) button next to the power button to cycle through the available inputs ( this will most likely only work when the monitor is active ).

Please let me know if using the manual input selection helps, also let me know if you have spare video cables to test with this setup.

Thank you,

Pat
Plugable Technologies
www.plugable.com/support

3

Ok. I did manually select to verify the each monitor was using the correct input. The Acer Monitor is using the VGA, and Sceptre Monitor is using HDMI.

I manually plug the Sceptre Monitor directly into the HDMI port on my laptop, and it recognized the input, and as soon as I disconnect the HDMI cable from the laptop port, and place it in the plugable HDMI port. The Sceptre Monitor is not recognizing the HDMI port as an input. It says ’ No signal, Please check your input’.

Could this be a driver issue that it is not recognizing the HDMI port on the docking station?

4

Hi Brenda,

Thanks for checking the inputs and verifying the HDMI cable works connected directly to the system!

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 send us an email at support@plugable.com with the zip file attached, use the subject line “Ticket #223463 - Attention Pat”.

Thanks,

Pat
Plugable Technologies
www.plugable.com/support