My Asus lapptop doesnt recognize the Plugable UD-3900


#1

My plugable 3900 was working on and off OK. Occasionally, I’d get a message that “The last USB device you connected to this PC has malfunctioned and Windows does not recognize it.”. After power cycling and plugging/unplugging, I could get it back. Now nothing seems to work. Is the unit really bad?
Please help!


#2

Hi Kim,

Thanks for posting. Sorry to hear about the issues, but I’ll be happy to help.

Usually (though not always) a “…USB device has malfunctioned…” error is an indication of a problem with the device or cable. I think it’ll be a good first step to have a look at some log files to see if there’s any additional clues regarding the behavior.

Please run our troubleshooting/log-gathering tool from the link below at your convenience. You’ll want to run it with the 3900 attached to your system. After the program completes, there will be a .ZIP file saved to your Desktop. Please send to to support@plugable.com with “Ticket 90491” in the subject and we’ll have a look.

Also, please send your Amazon Order ID from the purchase of the dock in the email as well.

Thanks!
Gary


#3

Hi Gary,
I don’t see the link to the troubleshooting tool…


#4

HI Kim,

D’oh - sorry about that! Link: http://plugable.com/support/plugdebug

Thanks!
Gary


#5

i have the same exact problem. did this help anyone?


#6

Hi J.

If you haven’t already done so, could you please run the troubleshooting tool linked to above (Link: http://plugable.com/support/plugdebug ) and email the .ZIP file it creates to support@plugable.com?

We’ll have a look and see what the best course of action will be.

Thanks!
Gary


#7