Stuttering wireless Mouse and keyboard and Monitor issues


#1

When using the wireless mouse or keyboard it will delay keystrokes or press keystrokes in a straight line. This is a Lenovo laptop. If I plug the dongle directly into the laptop the keyboard and mouse work fine.

I have two 24 in monitors and they lose connectivity randomly. I have the plugable driver installed - not sure whatelse to look for with the monitors. I am using the VGA to HDMI cable that plugable recommends and the DVI adapter to VGA from the box.

Please Advise.


#2

Hi Elaine,

Thanks for posting!

We may be dealing with a RF interference issue with the USB receiver for your wireless mouse and keyboard. We have a blog post that speaks to this in more detail if you are interested (https://plugable.com/2017/03/17/troubleshooting-wi-fi-performance-and-wireless-keyboard-mouse-issues-on-usb-docking-stations/).

In summary, this can often be remedied by removing the USB wireless receiver from the front USB 3.0 port and placing the receiver in one of the top-most USB 2.0 ports on the back of the dock. Does this help with the keyboard/mouse issues?

Regarding the monitor issue – I’d like to request some logs from your system to investigate further. Could you please keep the UD-3900 dock connected to your Lenovo laptop (with the displays still attached), then navigate to our PlugDebug tool (https://plugable.com/support/plugdebug) and follow the instructions there?

This will create a ZIP file on your Desktop containing system logs and information. Please send that file to us directly at support@plugable.com with the subject line “Ticket #259201”.

Thanks for giving us a chance to help!

Mitchell


#3

Hi thank you for getting back to me. Ok I need to pull the logs. I can’t get those until later today but I wanted to mention that the keyboard and mouse functionality where it behaves erratic also behaves that way with a wired keyboard and mouse.

I have also had the dongle plugged into the back TOP corner of the docking station and it was erratic with that placement.

I have the dongle plugged into the laptop and yesterday the mouse locked up which caused the monitors to lose connectivity. Not sure what is happening at this point but something isn’t right with either the dock or the laptop.

Please advise.

Thanks

Elaine


#4

Hi Elaine,

Thanks for the additional clarification about the behavior with wired keyboards and mice.

At this point, I would like to investigate further into your system logs to check for any host conflicts that may be explaining this behavior. Whenever you have a moment:

Could you please keep the UD-3900 dock connected to your Lenovo laptop (with the displays still attached), then navigate to our PlugDebug tool (https://plugable.com/support/plugdebug) and follow the instructions there?

This will create a ZIP file on your Desktop containing system logs and information. Please send that file to us directly at support@plugable.com with the subject line “Ticket #259201”.

Thanks for your patience while we work to help!

Mitchell


#5

Elaine reached out to us directly about this issue and we were able to resolve the mouse and keyboard issues through a Dell patch.

To be more transparent, Dell released a patch that changes a Windows Registry entry related to the Intel Management Engine that is not Dell exclusive which has resolved these kinds of issues for several of our customers using a range of different host systems from different manufacturers.

https://downloads.dell.com/FOLDER03471411M/13/Dell_Dock_USB_TYPE-C_PATCH_2K0JJ_A00_SETUP_ZPE.exe

For anyone experiencing these problems, please contact us directly at support@plugable.com and we’d be happy to help.

Mitchell


#6