Samsung RF711 Laptop + Dell U2419H + Plugable UD-6950H not working

Hello

I have recently bought UD-6950H and I connected it to Samsung RF711 Laptop (USB 3.0) and Dell U2419H but it does not work
I have installed as shown in “Quick Start Guide”
Could you investigate it?
Please let me know if you need any further details

Regards
Bryan

Hi Bryan,

Thanks for reaching out to us, I am sorry this is not working as expected and I am happy to help!

Thank you for letting me know the manufacturer names and model numbers of the computer and monitor!

The most common problem we see when first setting up the docking station is if the required DisplayLink drivers and software were not installed from Windows Update. We can go ahead and reset the docking station and install the latest drivers ( removing any previous version of the driver that may have been installed from Windows Update ) to see if this resolves the issue:

  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 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)
  4. Once the Cleaner has been run, reboot (even if not prompted to)
  5. Now download and install the 9.0 M1 DisplayLink software, found here --> https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows+9.0+M1.exe
  6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect it to your system. If the device is not detected, please reboot the system.

Please let us know if that helps get things working how they should, and we’ll go from there.

Pat
Plugable Technology
support@plugable.com

Hi Pat

Thank you for your quick reply
I have done as you explain above but when I install the software, it shows that the device may not be compitable with my laptop’s usb host controller (https://support.displaylink.com/knowledgebase/articles/544213)

Could you access remotely my laptop via teamviewer or other tools and have a look at the issue ?

Regards
Bryan

Hi Bryan,

Thanks for letting me know about the USB driver error.

Samsung’s website has not been updated with the latest USB drivers and we will need to get the updated drivers that best match your system.

Based on your description of the error, our next step is to get some additional information from your system to help narrow down which specific USB driver is out of date and needs to be updated.

If you would, please keep the dock connected and monitor attached (even though it is not working) and attach the output of our diagnostic utility PlugDebug ( http://plugable.com/support/plugdebug ) to our email address "support@plugable.com" with the subject line “Ticket #278633 - Attention Pat” as this will allow us to examine some log files from your system to help determine the next steps.

Thanks,

Pat
Plugable Technology
support@plugable.com

Hi Pat

Thank you for your reply
As you required, I have sent the report to support@plugable.com
Please let me know if you need any further details

Regards
Bryan

Hi Pat

I have just emailed to you the alternative link which you can download
https://support-bucket-001.s3-eu-west-1.amazonaws.com/Bryan-PC_20190723_221522.zip

Please try it and let me know if you need further infomation

Regards
Bryan

Hi Bryan,

Thanks for uploading the zip file, I recommend taking down the file as I have been able to download and examine the logs.

This driver is specific to this system and systems with the same USB 3.0 host controller and may not be compatible with other systems or USB host controllers.

This system uses a Renesas Electronics USB 3.0 Host Controller, the latest drivers can be found here ( https://s3.amazonaws.com/plugable/bin/Renesas/2014-03-Plugable-Renesas-USB-3.0-200-2.1.39.0.zip ) after downloading the zip file extract the contents and run the “Setup.exe” application to install the updated Renesas USB 3.0 drivers. When the installation completes, please restart the computer.

Additionally I noticed the system has the Fresco Logic USB graphics adapter software installed, this will be incompatible with our USB docking station’s DisplayLink USB graphics software. I recommend uninstalling the Fresco Logic software before installing the DisplayLink software:

  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 ‘Fresco Logic USB Display Driver’ 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. Reboot the computer (even if not prompted to)

Please let me know if the DisplayLink installation proceeds without error after updating the Renesas USB 3…0 drivers and removing the FrescoLogic USB Graphics Drivers.

Thank you,

Pat
Plugable Technology
support@plugable.com

Hi Pat

I have eventually managed the dual monitor with your support
I think main issue was the USB driver and Fresco Logic USB graphics adapter software installed

Thank you for your support again

Regards
Bryan

Hi Bryan,

That’s great, I am glad it is up and working now!

I will go ahead and close this topic, please let us know if you have any additional questions, as always we are happy to help!

Pat
Plugable Technology
support@plugable.com