UD 3900 external Screen freezing


#1

Hi plugable Support-Team,
I have 2 external Screens on my Acer Aspire V15 Nitro - Black Edition. 1 is directly plugged into the Notebook, the other one via the Docking Station. After the Win10 Upgrade it’s freezing after playing games (happened with CS:Go and League of Legends / I guess it could be all fullscreen applications, didn’t test it further). When i put it off and back on i have a black screen. I followed the instructions suggested in the Surface topic. - Nothing changed. The screen plugged into the Notebook is my main screen. If u need some more hardware specs or want to analyze it via Teamviewer, just contact me. I’ll help as much as possible to get my 3rd screen back to life :smiley: (built-in screen of the notebook is also used.)


#2

Hi Markus,

Thanks for posting. I’m sorry the dock isn’t working as expected after the Win 10 upgrade. I’d be happy to help!

In general we don’t recommend our USB video adapters or docking stations for gaming, but he first thing we’ll want to do is ensure the DisplayLink driver for the dock is working properly by cleaning the driver from the system and re-installing to see if that changes the behavior. Please follow these steps:

  1. Disconnect the docking station from your system.
  2. Download, extract and run the DisplayLink cleaner software --> http://www.displaylink.com/downloads/… to remove the driver from the system.
  3. Run Windows Update (Start > Settings > Update & security). Reboot when prompted. Repeat this process until there are no new updates found. This is important as large Update was release by Microsoft yesterday.
  4. Install the DisplayLink drivers from this link --> http://www.displaylink.com/downloads/…. Connect your dock when prompted during the installation.
  5. Reboot after the installation completes and test the behavior again.

Hopefully that helps. Please let us know the results when you have a moment and we can go from there.

Thank you,

Bob
Plugable Technologies
www.plugable.com/support


#3

Hi Bob,
my setup ist the following:
left monitor = in-built monitor of the notebook, the middle screen is the external monitor plugged into the notebook, which is my main-screen (also for fullscreen applications/games) and my 3rd screen on the right is plugged in via the docking station. So no games are shown on this screen, it’s only used for my browser/skype/steam friendslist/filezilla etc. As i wrote before, i followed the steps already. it brought back the 3rd screen after that, but it comes back also back after a normal reboot. After starting a game 1 time, the 3rd screen freezes (showed browser/skype/steam friendslist or whatever is still there but i cant do anything on that screen, and also can’t move windows from the 2nd to the 3rd screen. if i turn it off and back on it’s just black).

greetings from Germany,
Markus :slight_smile:


#4

Hi Markus,

The instructions you refer to from the ‘Surface Topic’ would not be the same as the instructions I provided earlier, and would not apply as you are not using a Surface tablet. Please follow my instructions to clean the DisplayLink driver from your system and re-install as we have found this resolves most issues when upgrading to Win 10. We have also outlined all of our latest information for Win 10 issues here --> http://plugable.com/2015/07/27/window…

Hopefully the clean re-install helps the issue you are experiencing. If not, please send the output of our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug to our direct support email support@plugable.com with ‘Ticket 112509’ in the subject line so we can match everything up.

Thank you,

Bob


#5