Beginning of 2021 we deployed a few new laptops to some users, all are Dell Vostro 5502. Running Windows 10 20H2. We have Plugable UD-3900 docks for each user, and have been using them for years without issue. However, these laptops have been crashing to the Dell “hardware scan” screen only while connected to the UD-3900 docking stations. The issue never happens when the laptops are disconnected from the dock, or when using a different brand dock. We don’t have this issue with any other laptop brands or models.
There is no “blue screen” when the crash happens; it just restarts out of nowhere with the user logged in and the laptop will start the hardware scan diagnostics. It never finds anything wrong after running the scan. Windows creates mini-dump crash reports each time though.
We thought maybe one of the docks went bad so we replaced it with a brand new UD-3900, but the issue remained the same. We’ve had Dell “repair” these laptops, sometimes more than once. Dell has replaced the motherboard, I/O daughterboard, etc. and again, the issue remains each time.
I found another thread on here with instructions to use the DisplayLink Installation Cleaner utility, restart, then install the latest DisplayLink driver, 10.1 M0. I tried the steps exactly as presented, and yet again, the issue remains.
It’s obvious to me after months of troubleshooting that the source of the issue is the docking station. I have no way of knowing if there may be a bug in the laptop BIOS or other firmware, but it has been a massive uphill battle with Dell to move anywhere towards a solution, and I’m hoping the Plugable team has some answers, as I’m wondering if there may be a bug in the drivers used for this dock.