I have just moved home. I have been using my plugable UD 3900 for 2 years and have never had any problems. When I moved in today to my new home and connected up my work set up with the same laptop and docking station and the same leads, the mouse and keyboard are no longer working. On the docking station the blue light is on showing a connection and the green light is on showing USB connections. When I connect the mouse and keyboard to the docking station there is a red light showing power to both the mouse and keyboard. But still I cannot use my mouse or keyboard… can you help? I have also connected my monitor via the docking station and this is working fine. Please can anyone help?
Hi Rick,
Thank you for contacting Plugable! I am sorry to hear that your UD-3900 docking station is not functioning as expected, and would be happy to provide additional support.
For my reference, does the same problem occur if your mouse and keyboard are connected directly to your laptop (bypassing the dock)?
To help diagnose the issue, may I ask you to please keep the device connected to your laptop and everything still attached (even if not working as expected) and send us the output of our diagnostic utility PlugDebug? → https://plugable.com/pages/plugdebug
Once you have the logs, simply send an email to support@plugable.com with the subject line of “Ticket 391588” so that we can prioritize that case and match it to this inquiry.
If you could provide your Amazon Order ID (or other proof of purchase) associated with your Plugable device, I would be happy to check on your warranty status as well.
Thank you for giving us the chance to help!
Ryoma
Plugable Technologies
www.plugable.com/support
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