New 3900, connected monitors cut out periodically


#1

New 3900 connected to HP dv7 laptop, 2-Samsung monitors that cut-out periodically. They stay off 1-2 seconds and come back on. What might be causing this.


#2

Hi Russ,

Thanks for posting, though sorry to hear about the issues. I’ll be glad to help investigate and find a resolution.

If both the monitors are blanking out, this can be caused by any number of things; a driver issue, a USB cable/connection issue, etc.

If you’ve got a second USB 3.0 port on your system, testing with the dock connected to that port is a good test. Also, if any USB extension cables are being used (or a longer cable than what was provided with the unit), it would be good to test with the provided cable to see if that changes the behavior.

If not, we’ll want to look at some system logs, collected with our tool below. Please run the tool shortly after the monitor blanking out happens so the relevant data is captured in the logs.

Tool can be downloaded here:
http://plugable.com/support/plugdebug

There you will find a download link as well as instructions. It will save a .ZIP file to your Desktop which can then be emailed over to support@plugable.com for us to have a look. Once we have the .zip file it generates, we’ll get a better idea of how to best proceed.

Thanks!
Gary


#3

Gary, thanks for the prompt reply. I did generate the zip file, but it is 1.16G and Outlook will not send an attachment the large.


#4

Hi Russ,

Ah, gotcha. Normally the file is under 10MB, so there’s got to be some unusually verbose logging going on here for that file to be so massive.

Let’s try a clean installation of the DisplayLink drivers (which should also wipe out the older super-sized logs). After doing the clean install, let’s see if the problems return. If so, we can capture logs at that point and they should be much more reasonable in size.

To perform a clean install:

-Disconnect the dock from the computer, and unplug the power to the dock

-Uninstall DisplayLink Core software from Control Panel->Programs

-Download and run the DisplayLink cleaner tool, found here:
http://displaylink.com/support/sla.ph…

-Once the Cleaner has been run, reboot (even if not prompted to)

-Now download and run the latest DisplayLink software, found here:

http://plugable.com/drivers/displaylink

-Attach the dock during installation when prompted

If any errors/warnings are encountered during install, please jot them down and let us know, as they can be good clues.

Otherwise, let’s be on the lookout for the screen cut-out issue after the above, and collect a new (hopefully smaller!) set of logs after it occurs.

Thanks!
Gary


#5