I have an HP Envy 360. I have attached a Pluggable USB 3.0 Docking Station. The system recognizes my mouse, keyboard and external hard drive connected to the docking station. The system does not recognize my external monitor an HP LA2405wg.
I recently had to rebuild my system from scratch. Before the rebuild the system recognized the monitor, but now it doesn’t. I don’t recall if I needed to load a driver or not. I don’t think so.
Any suggestions would be appreciated
Hi Mel,
Thank you for posting! I am sorry things are not working as expected while using your Plugable docking station after having rebuilt your HP laptop and I would be happy to help.
The Plugable USB 3.0 Docking Station (UD-3900) requires that a DisplayLink software driver be installed on the host system in order for the dock’s video outputs, Ethernet port, and audio ports to function. If the driver is not installed, then only the USB ports within the dock will work.
Based on your description of the behavior, our first step is to completely reset the dock and perform a ‘clean’ manual installation of the required DisplayLink driver to help ensure both are in a good state. To do so, please follow these steps:
- Please disconnect the dock from the system and please disconnect the power cable from the dock so it turns off completely (this is important so the unit resets). Please keep everything disconnected until the last step.
- 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, please just move onto the next step.
- Download and run the DisplayLink Installation Cleaner utility, found here → https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+Installation+Cleaner+9.1.1462.exe and ensure it displays “Cleaning Complete” when done (video walk-through if you need it → https://youtu.be/AcVV1gD_FvI)
- Once the Cleaner has been run, reboot the system (even if not prompted to).
- Now download and install the 9.2 M3 DisplayLink software driver, found here → https://plugable.s3.amazonaws.com/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows+9.2+M3.exe
- Reconnect the power cable to the dock first. Once the dock is powered on (a blue light will be present on the front), reconnect it to your system. If the device is not detected, please reboot the system.
Please let us know if that helps!
Thank you,
Bob
Plugable Technologies
Bob,
I did everything on the list. However, when I tried to install, I got a pop-up saying that version was no longer supported on my version of Windows, which is 10. It directed me to your download page. I downloaded version 9.3+M1, but I got the same popup. Settings shows Windows 10 Home.
Thanks
Bob,
When I deleted the version automatically installed, when I connected the hub, it showed 7.9.1488.0 and showed it was 26.7MB.
Not sure if that helps.
See earlier email for the fact that your link and newer version shows it is not supported on my Windows version.
Hi Mel,
Thank you for getting back to us with the update.
Based on your description of the behavior, as a result of rebuilding your system you have a very old version of Windows 10 installed (most likely version 1507 or 1511).
This is why the version of the DisplayLink driver we recommended is not installing. More information about Windows 10 versions is available here → https://docs.microsoft.com/en-us/windows/release-information/
I would recommend making sure that you have updated your system to the latest version of Windows 10 (version 1909 as of today), and once the Windows update is complete please try installing the DisplayLink 9.2 M3 driver we recommended again.
If you are unfamiliar with how to update Windows to the latest version, Microsoft has a guide for doing so here → https://support.microsoft.com/en-us/help/4028685/windows-10-get-the-update
Thank you,
Bob
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