Not Broadcasting to either monitor

USB Docking Stations UD-3900
#1

My Lenovo Ideapad Y700 15isk laptop with windows 10 does not recognize either of the two monitors I have plugged into the docking station. Both monitors work in their respective formats, as they were removed from previously working computers mere days ago. I am trying to troubleshoot, but the computer doesn’t recognize either pc as being connected to the computer.

Any suggestions?

Monitors:
-Dell S2340mC - vga
-Samsung s22c300h - hdmi

#2

Hi Ryan,

Thanks for posting!

The first steps we always like to take in this situation is to make sure that the DisplayLink software used by the dock is in a good state by reinstalling the DisplayLink software and running the DisplayLink cleaner tool. To do so, please follow these steps:

  1. Disconnect the dock from the system and please remove the power cable from the dock so it turns off completely (this is important so the unit resets). Please keep it disconnected until the last step
  2. Uninstall any and all software with ‘DisplayLink’ in the title that is present from within the Control Panel -> Programs and Features. Don’t worry if these entries are not present or if the process does not work, just move onto the next step
  3. Download, extract and run the DisplayLink cleaner tool (https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+Installation+Cleaner+8.4.2368.exe)
  4. Once the Cleaner has been run, reboot (even if not prompted to)
  5. Now download and install the 8.6 M1 DisplayLink software (https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows+8.6+M1.exe)
  6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect it to your system which will trigger the final portion of the installation

If these steps help, great! If not, I’d like to request some logs from your system to investigate further. Please keep the UD-3900 dock connected to your system (with the non-working displays still attached), then navigate to our PlugDebug tool (https://plugable.com/support/plugdebug) and follow the instructions there.

This will create a ZIP file on your Desktop containing system logs and information. Please send this file to us directly at support@plugable.com with the subject line: “Ticket #260182”

Thanks for giving us a chance to help!

Mitchell

#3

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#4
#5

Ryan reached out to us directly after the above procedure did not help.

After further investigation into the PlugDebug log files, the issue appeared to be related to the dock’s hardware. Under Plugable’s one-year device warranty, we sent Ryan a pretested replacement unit which is working well.

For anyone experiencing similar problems, please feel free to reach out to us at support@plugable.com and we’d be happy to help.

Mitchell

#6