We have sent several replies to your responses and from my personal email address, but it appears that they are not making it to you. I will paste my latest reply from December 16th below:
Thanks for the reply and sorry for the communication issues. I had flagged your last email to follow up in case we had not heard a reply and try contacting you from my personal email. The last emails that I had sent to you was on December 14th, December 6th and then before that on December 1st requesting shipping information in order to send a pre-tested replacement unit. Had you not received those messages? I will paste it below in case you had not:
Thanks for the reply and providing both PlugDebug logs from each location, this helps out a lot! In looking at the logs from the home office and I able to see that each of the Samsung monitors are not the recommended resolution for the displays and they are both displaying different resolutions. There doesn’t seem to be a software variable jumping out to me that could impact this as the internal graphic drivers seem up to date and the DisplayLink drivers seem to be in a good state. Also, as things work as expected at the office setup so we’ll want to send a pre-tested replacement docking station to help rule out a hardware issue with the home docking station. Would you be able to let us know the following pieces of information?
- The Amazon Order ID number for the purchase
- The serial number from the bottom of the home docking station
- The preferred shipping address to send the replacement dock
Once you have a chance to let us know this additional information we can get the replacement process underway.
Please let us know the above information whenever you have a moment and we will go from there. Hopefully this message makes it to you successfully.
Thank you for your patience,