Only one display (HDMI 4k) is working

I have this docking station for something longer than 2 years. It’s been working fine. I’m using it with my Macbook Pro. 7-8 months ago it’s just stopped recognizing DVI output. My solution was to use HDMI 2k as the second output which was still working. In the last few months it’s started to have troubles recognizing that second output, and workaround would be to turn off/on power on the docking station. That would force it to recognize second monitor, but now it stopped working as well and I’m able to use only one monitor.
There is no problem in cables as those are working fine if directly connected with Mac (over USB-C adapters).

Hello,

Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.

Please note that at this time Plugable does not officially support or recommend our DisplayLink based products with Mac. See here for more context: https://plugable.com/2019/10/10/plugable-displaylink-products-and-macos-catalina-10-15/

However, I do expect that we can get things to be stable since you’ve been using the dock for some time.

From your description, it could be the dock itself may be having troubles, though, this could also be caused by problems with the DisplayLink drivers. We have a troubleshooting tool that helps us find out what is going on in situations like this. Please plug the dock into your computer, then go to this page and follow the instructions there:

http://plugable.com/support/plugdebug

Please don’t hesitate to let us know of other questions.

Thanks again for contacting Plugable support and best wishes!

Joshua Henry

Senior Engineer
Plugable Technologies


http://plugable.com | http://performance.plugable.com/

Thank you for quick response. This is recording made by plugable tool

[link removed by Plugable to protect customer privacy - Josh]

Zoran

1 Like

Thank you! I have downloaded the file and will see what I can find out for you. I removed the public link to protect your information.

Best,
Josh

Hello Zoran,

After looking at the diagnostics it appears the required DisplayLink drivers for our docking station aren’t installed - or if they are, the installation is damaged.

We’ll need to have you perform a full clean install:

  1. Uninstall any existing DisplayLink version (I can’t see anything currently installed, but if there are leftovers, it is good to try this just in case): https://plugable.com/drivers/displaylink/mac#uninstall

  2. Reinstall the newest version following these steps: https://plugable.com/drivers/displaylink/mac#install_catalina

  3. Please check the kernel extension is enabled and screen recording is also enabled.

  4. On some systems, the security clearance may not take automatically effect and the DisplayLink Software will still not be functional after rebooting. In this case, simply run the installer process again to ensure all the software is correctly started.

If these steps don’t help, please let me know.

Thanks!
Josh