I have a new windows laptop (LG Gram 14 inch) and bought this hub to go with it. I did the setup on 2/28 and was pleased with the success - it saw the two external monitors, the two peripherals (keyboard and mouse), and it worked as expected. At power-up on 3/1 it didn’t see any of them at all. I did some online research and decided to just try the hub reboot; so I powered down the hub, waited, then powered it back up - and everything came back and worked fine for the rest of the day. The next morning the same thing happened but instead of booting the hub, I just unplugged it from the computer, waited, and plugged it back in; everything came back, although I did have to reset the device options because the screens got mixed up. Now I’ve added this step into my morning routine - after computer boot up, un-plug then re-plug the hub into the computer. It seems like I shouldn’t have to need a workaround like this with such a powerful and expensive hub; so I am looking for a one-time solution. Please let me know if you can help; thanks.
One more thing: I did find other posts with similar questions, but you don’t post the solutions so they did me no good; if you’d post the solutions, it’d be more helpful. Thanks,
Hello,
Thank you for contacting Plugable! I’m sorry the UD-ULTCDL isn’t working as expected, and I’ll be happy to assist.
It’s difficult to say what may be causing the peripherals connected to the dock to not connect to your laptop upon initial boot. There’s a number of possible causes to this kind of behaviour, and often times digging in to find the root cause and solution requires reviewing log files from the host computer. These log files contain personal information so we prefer to do this communication directly rather than on the public forum - this is why the other threads often go silent prior to a solution being posted.
There are still some steps we could try prior to moving onto collecting logs through. If you haven’t already done so, 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:
- 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
- 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
- Download, extract and run the DisplayLink cleaner tool (https://plugable.s3.amazonaws.com/bin/DisplayLink/DisplayLink+Installation+Cleaner11.2.1383.0-EXE.exe)
- Once the Cleaner has been run, reboot your computer (even if not prompted to)
- Download and install the DisplayLink software (https://plugable.s3.amazonaws.com/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows11.5+M3-EXE.exe)
- 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 frustration, and thank you for giving us the chance to help.
Sam
Plugable Technologies
Thank you, Sam. This worked the first day when I did it (yesterday); I re-started the laptop, and the monitors and peripherals were fully functioning. This morning when I powered up, they didn’t; I had to un-plug and re-plug the hub before everything worked as expected. Please let me know what the next steps are.
Hi again,
I’m sorry to hear that the problem has continued.
Based on your description of the behavior, our next step is to get some additional information.
Can you please send an email to our direct support email address (support@plugable.com) with “For ticket # 461597” in the subject line? In the email, please include the following information:
- The Amazon/Walmart/Newegg/eBay Order ID number for your docking station purchase. For Amazon you can find this at www.amazon.com/orders
- 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 for the frustration, and thank you for giving us the chance to help!
Sam
Plugable Technologies
Hi Sam - this appears to have resolved now; I no longer have to unplug and re-plug in the hub, it starts up as expected. Thanks for your help; I’ll post a new item if I run into any issues down the road.
Hi again,
Thanks for the update. I’m glad to hear it’s working better now!
Please feel free to reach out again if there’s anything we can help with in the future, and have a great day!
Sam
Plugable Technologies
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