Ud-3900 hub fw upgrade tool v2.8 device not found (Windows 10 Home & Microsoft Surface)

I’ve upgraded from a Microsoft Laptop 1 to a Microsoft Laptop 3.

I’ve been experiencing multiple occurrences when the external monitor (Acer) blinks and either the laptop takes over and the external monitor blanks out (or vice-versa).

I’ve executed the DisplayLink installation cleaner process and installed the latest drivers (same problem)

In trying to update the firmware, I get the following message “ud-3900 hub fw upgrade tool v2.8 device not found”…I’ve plugged and unplugged the unit as described elsewhere and the problem still exists

Any Suggestions?..the UD-3900 tag says it is a “rev2”

Hi,

Thanks for reaching out to us, I am sorry this is not working as expected and I am happy to help!

Based on your description of the behavior, our first step is to get some additional information from your system to help determine the cause of this behavior.

If you would, please keep the dock connected and both monitors attached (even though they may not be working as expected ) and attach the output of our diagnostic utility PlugDebug ( http://plugable.com/support/plugdebug ) to an email to “support@plugable.com” with the subject line “Ticket #296076 - Attention Pat” as this will allow us to examine some log files from your system to help determine the next steps.

Thank you, and I look forward to your next email.

Pat
Plugable Technology
Support@plugable.com

Hi Ricardo,

Thank you for sending the PlugDebug log file!

Based on the logs the system is using the DisplayLink Software Version 9.0 M0 from Windows update, we recommend using the newer DisplayLink driver version from our website, especially with Windows 10 v1909. Our first step is to reset the dock and perform a ‘clean’ installation of the required DisplayLink drivers to help ensure both are in a good state. Please perform the following:

** Please note, this procedure includes direct links to the current DisplayLink software recommended in March of 2020, for the latest software please check our website here ( https://plugable.com/drivers/displaylink ). **

  1. Disconnect the dock from the system and please remove the power cable from the dock so it turns off completely (this is important so the unit resets). Please keep it 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, 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+9.1.1462.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 (even if not prompted to)
  5. Now download and install the 9.2 M3 DisplayLink software, found here --> https://plugable.s3.amazonaws.com/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows+9.2+M3.exe
  6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect it to your system. If the device is not detected, please reboot the system.

Please let us know if that helps get things working how they should, and we’ll go from there.

Pat
Plugable Technologies
support@plugable.com

Hello Ricardo,

We’re closing this thread due to inactivity, but if you have any further questions please feel free to contact support@plugable.com and we’ll be happy to help.

Thanks,

Pat
Plugable Technologies
support@plugable.com