Plugable USB 3.0 video drivers crashing with Windows 10


#1

I have recently updated to Windows 10 on my Dell XPS 13 and am using a Plugable USB 3.0 docking station. I’m directing the video to a 23" monitor. The setup was stable on Windows 7, but now the video driver often crashes. Is there a fix?


#2

Hi Fred,

Thanks for posting. I’d be happy to help with your docking station!

If by ‘video driver’ you mean the DisplayLink driver used by our dock, the first step would be to perform a clean install of the DisplayLink driver to make sure it is installed properly (as a reference we have our best practices from upgrading to Windows 10 here --> http://plugable.com/2015/07/27/window…)

To perform a clean install of the DisplayLink driver, please follow these steps:

  1. Disconnect the docking station from your system.
  2. Download, extract and run the DisplayLink cleaner software --> http://www.displaylink.com/downloads/… to remove the driver from the system.
  3. Run Windows Update (Start > Settings > Update & security). Reboot when prompted. Repeat this process until there are no new updates found. This is important as Microsoft is releasing frequent updates.
  4. Install the DisplayLink drivers from this link --> http://www.displaylink.com/downloads/…. Connect your dock when prompted during the installation.
  5. Reboot after the installation completes.

Hopefully that helps with the behavior you are seeing. Let us know the results when you have a moment and we can go from there.

Thank you,

Bob
Plugable Technologies
www.plugable.com/support


#3

Bob, thanks for the quick response.

Actually, I had visited your support web site when the problem first occurred, saw these instructions and performed the steps. It seemed to help for a while, and then the ‘crashes’ started again. Thinking about it, I can’t be sure it’s the DisplayLink driver that’s crashing. When the crash occurs, the monitor goes dark and the display shifts to the laptop, as if I’ve disconnected the docking station. The ethernet connection to my LAN is lost, as is a USB disk, if plugged into the docking station. To get it going again, I have to unplug the docking station’s connection from the laptop’s USB 3.0 port and then plug it back in.


#4

Hi Fred,

Thanks for getting back so quickly. Sorry if my original steps were redundant. The next step would be to have you send us the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug to support@plugable.com with ‘Ticket 114464’ in the subject line so we can match everything up.

Once we have the file we can determine the next steps from there.

Thank you,

Bob


#5

Bob,
What was the solution?
I bought the Plugable USB 3.0 Dual-Head Graphics and Gigabit Ethernet Adapter and am using Windows 7 Home Premium on an XPS 13, dual monitor setup, works flawlessly with wifi. I bought an Ethernet cable and plugged in today, keeps crashing. Monitors flicker, reverts to laptop monitor (which is ‘off’) then reboots windows of open browsers minimized and on Monitor 1 only.
Joe


#6

Hi Joe,

In the case of the original reporter, the customers behavior resolved itself. As the original report was just after the release of Windows 10 there could have been several variables that changed. On the face of your description of your behavior I don’t believe it to be related to the original post as the operating system is different.

In your instance it may be that the adapter itself is having a problem. If you would, just after the behavior has occurred and been righted by disconnecting the Ethernet cable, please keep everything connected and send us the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug to support@plugable.com with ticket 137882 in the subject line as this will allow us to match everything up and examine some log files from your system to help determine the next steps. If you could also include your Amazon Order ID number that would be most helpful.

Thank you,

Bob


#7

Hello,

I am having the exact same problem as the original author is (Fred)
I recently upgraded my os to windows 10 Pro on my Surface Pro 2. And yes, I have followed the outlined instructions here and for surface pro on completely removing the drivers for clean install. The only difference is when i lose monitor connection (through freezing) the Ethernet connection drops there after, usb connection is still fully functional.

P.S I am currently using the most recent plugable UD 3900 Drivers available through your website. These are the same drivers i installed when i first connected this unit.

Thanks in advance


#8

Hi Frank,

Given your description, we’ll want to examine some log files from your system. Please reach out to us directly at support@plugable.com with the output of our PlugDebug utility (http://plugable.com/support/plugdebug) just after the behavior has occurred, your Amazon Order ID number, and a link to this thread so we can match everything up.

Thank you,

Bob


#9

I am facing the similar issue as mentioned by Frad. Have tried all the troubleshooting steps mentioned in this thread. Have also sent out the debug logs to Support email Id. I have been facing the problem right from Day one. If I use dual monitors the crash occurs more frequent and If I use single monitor it still crashes but with longer interval… Also what is the significance of Blue/Green LED located near display ports ?


#10

Hi Ali - Problems like what you described are usually solved by a re-install or upgrade of drivers. You’ve done the right thing by sending in logs from http://plugable.com/support/plugdebug to support@plugable.com – that will let us see what might be wrong from the particulars of your system.  Thanks!


#11