UD-3900-EU not working

Hi, I have just received my Plugable UD3900 through Amazon to work with my HP Pavilion laptop.
I have followed all instructions but it will not work. My laptop does not recognize when it is plugged in. I have followed some of the trouble shooting guides in the forum but nothing seems to work.
I have a colleague with the same laptop and same dock and I have checked with him how his works. The green light on my dock does not illuminate once the laptop is plugged in like his.
Can you please advise?
Thank you
Shane

Hi Shane,

Thank you for posting! I am sorry your docking station is not working as expected and I would be happy to help.

Just to clarify a few things;

  • Can your laptop connect to the internet?
  • Will a mouse or keyboard work if connected to the UD-3900 docking station?
  • Have you tried reinstalling the DisplayLink software?

Thank you for giving us the chance to help!
Richard A
Plugable Technologies
https://plugable.com/support

HI

Yes the computer will connect to the internet.
No, an external USB connected mouse and keyboard will not work while the dock is connected (the laptop keyboard and touch pad does work).
Yes i have removed all DisplayLink software and started again reinstalling it. This did not fix it.

Thank you
Shane

Hi Shane,

Thank you as well for the update you provided and the testing you have performed that is much appreciated. Based on your description of the behavior, our next step is to get some additional information.

Please keep the dock connected to your system (even though 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 323983’ in the subject line. This will allow us match things up and examine some log files from your system to help determine the next steps.

Please also include your Amazon Order ID number for the docking station purchase in your direct email. Please do not post the Order ID or the PlugDebug file in our public forum.

Thank you for giving us the chance to help!

thank you - this has been emailed to you.

is there any news on this?