Two remote monitors will not display


#1

I have an Asus laptop and I purchased the USB3.0 Dual Monitor docking station to display two external monitors but neither for external monitors display anything. One is plugged into the HDMI and the other into the DVI/VGA. So is there a age of monitor issue or cable issue?


#2

Hi Brian,

Thank for posting! I am sorry things are not working as expected with your new docking station and I would be happy to help.

Thank you as well for the detail you provided that is much appreciated.

To your question regarding video cables, there are cases where an incompatible video cable or converter can cause problems. For example, any video cable with a ‘DisplayPort’ connector on one end will not work with our dock. Can you confirm how things are presently connected? A simple way to describe this would be similar to this example:

UD-3900 Dock DVI video output (white) -> DVI to VGA converter (included in box with dock) -> VGA to VGA video cable (a cable with a VGA connector on both ends) -> VGA input of Dell U2412M display #1

UD-3900 Dock HDMI video output -> HDMI to HDMI video cable (a cable with a HDMI connector on both ends) -> HDMI input of Dell U2415 display #2

Pending that additional information and based on your original description, we will also want to reset the dock and perform a ‘clean’ installation of the required DisplayLink driver to help ensure both are in a good state. To do so, please follow these steps:

  1. 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.
  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, please 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+8.4.2368.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 the system (even if not prompted to).
  5. Now download and install the 8.6 M1 DisplayLink software driver, found here --> https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows+8.6+M1.exe
  6. 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.

If the clean install does not help, please let us know the additional information we requested above and we will determine the next steps from there.

Thank you for giving us the chance to help!

Bob
Plugable Technologies


#3

Bob
The both connections at the Dell Monitors are DVI-D connections and then one connection at the tower is DVI-D and the second is a DVI-D to HDMI connection that is plugged into the tower.

Perhaps I need to purchase two different cables?


#4

Hi Brian,

Thanks for getting back so quickly with the update. Based on your description it sounds like you are using compatible video cables, so on the surface I do not believe they are contributing to the current behavior.

If you have not already, one quick thing to double-check is the source video inputs within each display are set to ‘DVI’. This is important because displays with multiple inputs may not always switch to the preferred one automatically.

Assuming that the source video input settings are in fact set correctly, have you had a chance to perform the clean install procedure I provided above? If not, please do so to see if that helps.

If the clean install procedure does not help, our next step will be to get more information from your system.

To help us do so, please keep the dock connected to your system (even though the displays are not working) and send the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug to us directly via support@plugable.com with ‘For ticket #267472’ in the subject line.

This will allow us to match things up and examine some log files from your system to help determine the next steps. Please also include in your direct email your Amazon Order ID number for the dock purchase.

** Please do not post the PlugDebug file or the Amazon Order ID number in our public forum **

Thank you,

Bob