Plugable 3.0 connection issue.


#1

Hi Guys,

i have had my Plugable UD-3900 for a good year or so now, and have loved it to bits! using only USB 2.0 on my old laptop, it worked really well. i was excited when i got my new laptop with USB 3.0 ports galore that i could use this properly,

only problem i have is now it wont stay connected, and randomly disconnects quite often, which is gutting.

What am i doing wrong, the drivers are all up date?


#2

Hi James,

Thanks for posting. I’m sorry your dock isn’t working as expected with your new Windows 10 system. I would be happy to help!

Given your description of the behavior, the first thing to check is that the USB hub firmware of the dock is up to date to see if that changes the behavior. Please follow these steps:

  1. Disconnect any other USB 3.0 devices other then the dock itself from your system, and ensure that the dock is directly connected to a USB 3.0 port of your new system.
  2. Download the latest firmware update here --> https://s3.amazonaws.com/plugable/bin…
  3. Run the updater making sure to follow these instructions --> http://plugable.com/2014/07/23/plugab…

Once complete, please test the behavior again and let us know the results when you have time and we’ll go from there.

Thank you,

Bob
Plugable Technologies
www.plugable.com/support


#3

Hi Bob,

Thanks for the fast response. after downloading and starting the above mentioned updater, followed the instructions as device wasn’t detected originally. even after disconnecting all other USB 3.0 devices and removing everything off the UD-3900 unit itself, still didnt show up,

could you assist


#4

Hi James,

Thanks for getting back with the update. Given your results we’ll want to get some more detail about your system. Please keep everything connected (even though the dock isn’t working) and send the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug to support@plugable.com with ‘Ticket 129081’ in the subject line as this will allow us to examine some log files from your system to help determine the next steps.

If you could also include your Amazon Order ID number in your email that would be most helpful.

Just send us the file when you have a moment and we’ll go from there.

Thank you,

Bob


#5