USB-C Triple Display 4K Docking Station Ethernet Adapter not working

1

I have known good Ethernet cable plugged into the Ethernet ports but no lights are lit, the “Plugable Ethernet” adapter shows up on my Dell Latitude 5490 laptop running Windows10. The network connection shows as Ethernet 3. When I diagnose it says “an ethernet cable is not properly plugged in or might be broken”. That same cable works fine plugged directly into my laptop? I’m using the HDMI & both DisplayPort connections and all 3 displays are working fine by the way.

2

Hi Patrick,

Thanks for reaching out to us, I am sorry the network is not working as expected.

There are a few issues that may be affecting the network connection. Sometimes the network controller used in this docking station has problems correctly detecting the network settings, these can be set manually if necessary.

Our first step is to get some additional information from your system.

If you would, please keep the dock connected and the network connected and send us the output of our diagnostic utility PlugDebug ( http://plugable.com/support/plugdebug ), please check the box to allow PlugDebug to gather advanced networking information as this will allow us to examine some log files from your system to help determine the next steps.

Please email the newly created zip file to support@plugable.com with the subject line “Ticket # 229664 - Attention Pat” to be sure it makes it to me.

Thanks,

Pat
Plugable Technologies
www.plugable.com/support

3

Hi Patrick

Thank you for providing the PlugDebug logs! Based on the logs, the docking station is using the drivers provided by Microsoft Windows Update and we have been seeing some issues with these drivers and current major version of Windows 10 ( v1803 ), our first step is to reset the dock and perform a ‘clean’ installation of the updated DisplayLink drivers to help ensure both are in a good state. Please perform the following:

  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… 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 8.4 M2 DisplayLink software, found here –> https://s3.amazonaws.com/plugable/bin…
  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
www.plugable.com/support

4

Thank you, the issue is resolved!

Pat

5

Hi Patrick,

That’s great, I am glad we could resolve this issue!

Please let me know if you have any additional questions.

Pat
Plugable Technologies
www.plugable.com/support

6

Hello Patrick,

We’re marking this thread as resolved and locking the thread. 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
www.plugable.com/support