Plugable UGA-4KDP USB driver crash on Windows 10


#1

The driver for my Plugable UGA-4KDP USB adapter is crashing in Windows 10. When I use the monitor that is connected to the Plugable adapter it will sometimes freeze and I see this in the Windows System event log:

The device Plugable UGA-4KDP (location 0000.0014.0000.009.004.001.000.000.000) is offline due to a user-mode driver crash. Windows will attempt to restart the device 4 more times. Please contact the device manufacturer for more information about this problem.

The USB adapter is plugged into a Lenovo Ultra dock. The computer I am using is a Lenovo T540p that is connected to the dock.

The Plugable adapter was previously used on the same dock on an earlier T540p that I had. I never had any problems on that computer. I recently replaced the T540p with a new T540p. Ever since I got the new T540p I started having these driver crashes.

I’m running the most recent version of Windows 10. Can someone help me with this?


#2

Hi Patrick,

Thank you so much for reaching out to us, I am sorry you are experiencing this issue, but I would be happy to assist!

Based on the description of the issue, could you isolate the adapter from the docking station, and connect it directly to the laptop to see if the same issues occur?

Also, could you please keep everything connected and send us the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug as this will allow us to examine some log files from your system to help determine the next steps. Then, attach this to an email, send it to support@plugable.com, with “Ticket No 192323” in the subject line.

Thank you for your patience,
Marc
Product Owner & Technical Support
www.plugable.com/support


#3

Hi Everyone,

We attempted to help resolve some of the issues that Patrick was experiencing, but we did not receive a reply back. If anyone is experiencing any similar issues, or if Patrick finds some additional time to continue troubleshooting, please feel free to contact us directly at support@plugable.com and we would be more then happy to help!

Thank you for your time,
Marc
Product Owner & Technical Support
www.plugable.com/support


#4