UD-ULTC4K HDMI port not waking on Lenovo Legion Laptop

Hello,

Recently, the monitor connected to the HDMI port is not waking with the DP Monitor. Sometimes, after some use the HDMI monitor will eventually wake but not always. If I disconnect the USBC from my laptop (Lenovo Legion) and immediately plug it back in, it works.

I have checked my power settings and ensured that USB Selective suspend setting is disabled.

This hasn’t always been the case - it only started like a month or two ago.

Attached is the plugdebug file after waking the laptop and the hdmi monitor not waking

[file link removed for privacy concerns after being downloaded - Josh @ Plugable]

Hello Dan,

Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.

I’ve downloaded the diagnostics and will review them. I’ve removed your original link for privacy concerns.

Since this is a new issue, I’ll look for any clues in software and then if nothing stands out, we may need to consider a replacement unit under warranty.

Just to check, can you confirm if you’re still using the USB-C to USB-C cable the dock shipped with or are you using a third party cable? I ask because we have seen some instability with some third party C cables.

Please don’t hesitate to let us know of other questions.

Thanks again for contacting Plugable support and best wishes!

Joshua Henry

Senior Engineer | Product Owner
Plugable Technologies

Looking at the diagnostics I’m not seeing any critical updates available for this system from Lenovo, so we at least know the system itself is fully up to date. I do see the DisplayLink drivers for the dock are out of date, although these do not affect the HDMI port directly. However, it might not hurt to perform a full clean install just in case and see if there’s any effect just in case.

Here’s how:

  1. Disconnect the dock from the system and please remove the power cable from the dock so it turns off completely. 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, found here --> http://www.displaylink.com/downloads/file?d=64 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 9.4 M0 DisplayLink software, found here --> https://www.displaylink.com/downloads/file?id=1623

  6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect it to your system which will trigger the final portion of the installation. If the device is not detected, please reboot the system.

If that still doesn’t help please let me know!

Best wishes,
Josh

Sadly this did not work. I also am still using the supplied USB-C cable

Sorry to hear that still hasn’t helped!

I will email you directly to request some information so we can move forward. I’d like to try replacing this dock under warranty since I do not see any further clues in the diagnostics for other things we can try.

Best wishes,
Josh