Plugable USB-C Triple Display Docking Station - Second monitor doesn't get picked up when waking computer from sleep

Hello there!

I just changed laptops and everything is working for the most part besides a glitch/issue that I cannot seem to figure out.

The dock is connected to two other monitors via HDMI (2k and 4k ports)
When my laptop goes to sleep and I wake it up, the screen connected to the HDMI 4K port will not pick up the signal. The monitor says that no signal is found. I have tried swapping the monitors and the same thing happens so I don’t think it is a cable issue.

If I unplug the dock and wait a few seconds before plugging power back to it, then it immediately picks up the monitor again and everything works perfectly.

Basically it seems that the 4k port stop sending signal after my computer is woken from sleep and needs a hard reset to fix.

This is frustrating because it works, but right now I am forced to reboot the dock station each time my computer is woken up from sleep. My dock is not in an easy place to reach so it is highly inconvenient and not practical.

What can I do to get this fixed and working as intended?

Thank you
Yann

Hello Yann,

Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.

I see you had contacted us in April for some issues. Is this problem with the 4K port a new issue with the same dock?

We have a troubleshooting tool that helps us find out what is going on in situations like this. Please plug the device into your computer, then go to this page and follow the instructions there:

http://plugable.com/support/plugdebug

Please don’t hesitate to let us know of other questions.

Thanks again for contacting Plugable support and best wishes!

Joshua Henry

Senior Engineer
Plugable Technologies


http://plugable.com | http://performance.plugable.com/

Thanks for getting back to me.

The issue back in April was resolved by doing a simple power cycle.

This issue is related to the hdmi 4K port not sending the video signal to the monitor. If I power cycle the docking station, the monitor will kick.

I ran the debugger after a sleep cycle where the screen is not displaying video. Let me know if you want me to run it again when the video is properly showing.

Hello Yann,

I deleted your link here to the diagnostics for privacy concerns. In the future if we need more diagnostics, just email us that link at support@plugable.com

After looking at the diagnostics the biggest issue I’m seeing is that the Intel Graphics drivers aren’t properly installed on your system. This can happen for a number of reasons, but I’d recommend trying to reinstall the latest version provided by ASUS for your system:
https://dlcdnets.asus.com/pub/ASUS/GamingNB/DriverforWin10/VGA/VGA_Graphic_ROG_Intel_W10_64_V26201006911.zip

In addition, it appears the DisplayLink drivers for the dock are also missing/damaged. I suggest to perform a clean install and see if that helps:

  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 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 --> http://www.displaylink.com/downloads/file?d=64 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 9.2 M2 DisplayLink software, found here --> https://www.displaylink.com/downloads/file?id=1420

  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 reboot the system.

If these don’t help please let me know.

Thanks!
Josh