UD-DLTCDL - 2 of the 3 HDMI ports do not recognize monitors being pluged in

USB Docking Stations UD-ULTCDL
1

UD-DLTCDL - 2 of the 3 HDMI ports do not recognize monitors being plugged in.

I am running Windows 11 with the latest updates. For the past 2 years, I have been using ASUS Zenbook laptop with 3 monitors and no problems. All of a sudden, I can only run 1 monitor in HDMI port 1, swapping the cables around points to HDMI ports 2 and 3 are not working or recognizing the monitors.

Please help, I have tried everything I know, including updating the FIRMware for the Plugable.

2

Hi Larry,

Thank you for contacting Plugable! I’m sorry the UD-ULTCDL isn’t working as expected, and I’ll be happy to assist.

From the description you provided I suspect this issue may be related to something about the DisplayLink functionality of the dock. For context, the dock’s HDMI 1 port uses DP Alt mode from the connected laptop to produce video, whereas the HDMI 2 and 3 ports use DisplayLink. This difference in technology may explain why one port is working when the other two are having issues.

As a starting troubleshooting step I’d recommend performing a clean reinstallation of the DisplayLink driver. This involves removing the existing driver from the system and installing the latest version. It will also reset the dock’s internal USB hubs which can help resolve issues when one or more functions of the dock aren’t quite working.

Please follow these steps:

  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, extract and run the DisplayLink cleaner tool from https://plugable.com/dlcleanerwindows

  4. Once the Cleaner has been run, reboot your computer (even if not prompted to)

  5. Download and install the DisplayLink software (https://plugable.s3.amazonaws.com/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows12.1-EXE.exe)

  6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect the dock to your system​​

Please let me know how this works out, and feel free to ask if you have any questions.

My apologies for the trouble, and thank you for giving us the chance to help.

Sam
Plugable Technologies

3

Hello Sam,

Completed the task exactly as you stated and it did not work. The problem still persists. Please help.

This is the 3rd unit I purchased and they all seem to fail after a couple of years.

Thank you

Larry

4

Hi Larry,

Thanks for trying that - sorry to hear it didn’t help.

Our next step is to get some additional information to look into this more closely.

Can you please send an email to our direct support email address (support@plugable.com) with “For ticket # 485264” in the subject line? In the email, please include the following information:

  1. The Amazon/Walmart/Newegg/eBay Order ID number for your docking station purchase

  2. While the docking station is connected to your PC (even if not working as expected), the output of our diagnostic utility PlugDebug: https://plugable.com/pages/plugdebug

This information will help us to determine the next steps.

** Please do not post the above information here in our public forum (it contains personally identifiable information) **

Apologies again for the frustration.

Sam
Plugable Technologies