Plugable uga-2khdmi responding slowly

[Spydermcfly]

I have had this adapter for a number of years and it has worked very well but today after disconnecting the adapter, and all other cables, to install more memory the screen attached to the Plugable adapter is responding slowly. The monitor does display and allows me to open programs on it however the mouse does not respond smoothly and as a result jumps around the screen.

I’m running windows 10 Desktop and the Display Setting does show the USB monitor. I did follow some instruction from 2019 on deleting the DisplayLink app, rebooting and the reinstalling the DisplayLink app but no change. There was a reference to a cleanup utility but I could not find it.

Thanks, Larry

[Alberto_F]

Hello Larry,

Thank you for contacting us and welcome to the Plugable forums. I appreciate you sharing that you have already tried uninstalling, then reinstalling the DisplayLink software with your UGA-2KHDMI adapter. You are on the right track with trying to use the DisplayLink Cleaner utility tool and I can share how to find that program.

When you have a moment, please follow these steps to reset the adapter:

1. Disconnect the UGA-2KHDMI adapter from the computer.

2. Download and run the DisplayLink end user cleaner tool for Windows following these instructions My DisplayLink-based USB Docking Station or USB Video Adapter Is Not Working As Expected with a Windows computer (The DisplayLink Installation Cleaner Utility Program will have a download link in this linked Knowledge Base article)

3. Reboot the computer when complete

4. Download the latest DisplayLink Manager App from DisplayLink here (https://www.synaptics.com/products/displaylink-graphics/downloads/windows)

5. After this step is done please try testing the UGA-2KHDMI again to see if performance is more stable.

Please let us know if these steps help out with correcting the mouse lag behavior and I look forward to hearing an update on how it goes.

Thanks,

Alberto

Technical Support Engineer / Product Owner

Plugable Technologies

[Spydermcfly]

Hi Alberto,

Thanks for the link to the cleaner, unfortunately following your steps did not result and change.
The mouse lag makes the 3rd screen useless as I can’t get the mouse to where it should be and when I click I am nowhere near the place I’m trying to click.

This worked flawlessly up until I installed new RAM.

-Larry

[Alberto_F]

Hello Larry,

As for next steps I would like to request if you could try using our Plugdebug software, this will generate a set of log files of your system in the form of a .zip folder. I can review these files to see if there are any other system updates that we can try to help improve this mouse lag issue.

Please plug the UGA-2KHDMI adapter into your computer, then go to this page and follow the instructions there: http://plugable.com/support/plugdebug

Please send those log files in a email to us directly, please reference ticket #489933 in your message.

We have a ticket submission form on our website that I will leave a link for here: https://plugable.com/pages/support

Once I can review those log files I can advise if there are further troubleshooting steps that we can take.

Thanks,

Alberto

Technical Support Engineer / Product Owner

Plugable Technologies