USB 4k Display Port adapter not recognised


#1

I just installed a USB 4k Display Port adapter on my Surface Book (Win 10). The computer reports that the last USB device I installed is not working, and there’s no light on the device (and no signal to my screen). I’d downloaded and installed the latest drivers. I’ve restarted the machine and plugged in the device again.

Is this just a bit of bad hardware, or can you suggest something else?


#2

Hi Tony, Thanks for posting! Sorry to hear that our adapter is not working as expected with your Surface Book and I will be happy to help!

It is very possible that the adapter itself is faulty, and we would be happy to send you a replacement if this is the case. We will want to check a couple things in order to make sure that a replacement adapter does not behave in the same manner. Based off of your description, we will want to reinstall the DisplayLink drivers and run the DisplayLink cleaner tool in order to make sure the software that runs our adapter is in a good state. To do this, please follow these steps:

  1. Disconnect the adapter from your system. Please keep it disconnected until the last step.
  2. Uninstall the DisplayLink Core software from the Control Panel -> Programs and Features. Don’t worry if this fails, just move onto the next step
  3. Download, extract and run the DisplayLink cleaner tool, found here --> https://s3.amazonaws.com/plugable/bin… and ensure it displays “Cleaning Complete” when done (video walk-through -> https://youtu.be/AcVV1gD_FvI)
  4. Once the Cleaner has been run, reboot (even if not prompted to)
  5. Run Windows Update (Start > Settings > Update & security). Reboot if/when prompted. Repeat this process until there are no new updates found. This is important as Microsoft has been releasing frequent updates to Windows 10.
  6. Now download and install the 7.9 M5 DisplayLink software, found here --> https://s3.amazonaws.com/plugable/bin…
  7. Reconnect the adapter to your system when prompted by the installer which will trigger the final portion of the installation

If that helps, great! If not, … we’ll want to examine some log files to see if they can tell us what is happening. To help us do so please download and run our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug with everything connected. Please send the file that is created to support@plugable.com with ‘Ticket 139110’ in the subject line so we can match everything up. We will examine the contents of the logs and determine next steps from there.

Thank you,

David W.
Plugable Technologies
www.plugable.com/support


#3

Hi David,
Thanks for your help with this - I’m in the middle of a backup now, but I’ll take a look at the instructions in the morning and let you know how I get on.
Have a good day,
Tony


#4

Hi David,
I followed your instructions, and I now have the adapter and display up and running.
Thanks for your help with this - my guess is that getting the drivers from plugable.com/products/uga-4kdp might not have been the thing to do.

I’m most impressed with the device, and Windows 10 allows me to set the scaling for each screen.

Best regards,
Tony


#5

Hi Tony,

Thanks for the update and the kind words. Very glad to hear that everything is up and running!

Thanks,

David W.


#6