Plugable usb 3.0 Docking Station. dvi port stopped working-also causes hdmi to stop working

1

USB 3.0 Docking Station with one HDMI and one DVI connections connected to Samsung monitors. Both monitors stopped working. Disconnected DVI connection on the docking station, monitor with HDMI cable working. Switched monitors, same problem. Whenever DVI cable is connected, both monitors stop working.

New DVI cable, same results.

Uninstalled driver, same results.

2

Hi Marvin,

Thanks for posting! I’m sorry your docking station stopped working as expected and I would be happy to help.

Thank you for great detail you provided and the troubleshooting you already performed. Based on your description our first step is to completely reset the dock and perform a ‘clean’ install of the latest required DisplayLink driver to ensure that it is in a good state and not contributing to the behavior. I know you mentioned you have uninstalled and reinstalled already, but our process adds a few extra steps:

  1. Disconnect the dock from the system and please remove the power cable from the dock so it turns off completely (this is important so the unit resets). Please keep it disconnected until the last step.
  2. Uninstall any and all software with ‘DisplayLink’ in the title that is present from within the Control Panel -> Programs and Features. Don’t worry if these entries are not present or if the process does not work, 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 if you need it -> https://youtu.be/AcVV1gD_FvI)
  4. Once the Cleaner has been run, reboot (even if not prompted to)
  5. Now download and install the 8.1 M0 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 which will trigger the final portion of the installation. If the device is not detected, please click the ‘Skip’ button to allow the process to complete and then reboot the system.

Please let us know if that helps when you have a moment and we will determine the next steps from there.

Thank you,

Bob
Plugable Technologies
www.plugable.com/support

3

Bob,
That’s for the detail instructions and links. Unfortunately, the problem remains. I suspect a bad DVI port?

4

Hi Marvin,

Thanks for getting back with the update. To your question all things are possible, but we will want to get more information to help rule out any other contributing factors.

If you would, please keep everything connected (even though the DVI monitor is not working) and send the output of our diagnostic utility PlugDebug –> http://plugable.com/support/plugdebug to support@plugable.com while mentioning ‘Ticket 170750’ in the subject line. This will allow us to examine some log files from your system to help determine the next steps.

If you can also include your Amazon Order ID number for the docking station purchase in your email (please don’t post that here) that would be most helpful.

Thank you for your patience!

Bob