Plugable UD-3900 stopped working


#1

I have a two-monitor set-up with the Plugable UD-3900. All was working fine until yesterday. I had to do a safe boot on my system due to Windows low memory warnings popping up. Then I did a regular reboot on my laptop, but the Plugable display didn’t work–interestingly, it was only the monitors that didn’t work, the wireless keyboard connected to the Plugable did work. I did a full shut down last night, then started from scratch this morning, still no monitors. I reset the power on the Plugable, still no monitors. When I disconnect and reconnect the USB for the Plugable, I get the little chime noise so the system recognizes something is there, but it just doesn’t pull up the monitors. Yes, the monitors are powered on–they were in sleep mode, but I cycled power on them too, to ensure they just weren’t waking up for whatever reason. I guess when I did the safe boot I deactivated something needed for Plugable, but I’ve re-enabled almost everything that I took off the Startup menu yesterday. Help!


#2

Hi Amy,

Thanks for contacting us. Sorry to hear that our dock stopped working with your monitors and I will be happy to help! I have reached out to you directly as you also contacted us at support@plugable.com and will limit all of our communication to that email thread in order to keep everything in one place.
Thank you,

David W.
Plugable Technologies
www.plugable.com/support


#3

Thanks to David and the great team at Plugable. David sent the following solution directly to me and it worked perfectly. Copying here for anyone else who encounters the same issue.

  1. Disconnect the dock from the system and please remove the power cable from the dock so it turns off completely. Please keep it disconnected until the last step
  2. Uninstall the DisplayLink Core software from the Control Panel -> Programs and Features. Don’t worry if this fails, just move onto the next step
  3. Download, extract and run the DisplayLink cleaner tool, found here --> https://s3.amazonaws.com/plugable/bin… and ensure it displays “Cleaning Complete” when done (video walk-through -> https://youtu.be/AcVV1gD_FvI)
  4. Once the Cleaner has run, reboot (even if not prompted to)
  5. Now download and install the 7.9 M5 DisplayLink software, found here --> https://s3.amazonaws.com/plugable/bin…
  6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect it to your system when prompted by the installer which will trigger the final portion of the installation

#4