USB device you connected is unrecognized


#1

After the laptop goes to sleep (hibernation) and then re-awakened via the power button, awhile later the device driver/device fails and then I see a “unknown USB device fails (Port Reset Failed)”.

Disabling and unplugging/plugging in does not fix the problem.

Only a reboot fixes the problem.

Note that the devices attached seem to continue to operate.

I am using the drivers published as DisplayLink+USB+Graphics+Software+for+Windows+8.6+M1 and Windows 10 1809 17763.168.


#2

Hello, thanks for posting and I am sorry to hear of this behavior! Based off of your description we’ll want to ensure that the software used by our adapter is in a good state by walking through the below DisplayLink cleaner steps:

  1. Disconnect the adapter from your system. 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
  4. Once the Cleaner has been run, reboot (even if not prompted to)
  5. Now download and install the 8.6 M1 DisplayLink software, found here --> https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows+8.6+M1.exe
  6. Reconnect the adapter to your system which will trigger the final portion of the installation

If these steps help, great! If not, does disabling USB Selective Suspend help? We have seen some evidence that this helps in similar situations with USB attached displays, so I am curious if it help at all here. To do so, here is a good guide if needed --> https://www.tenforums.com/tutorials/73187-turn-off-usb-selective-suspend-windows-10-a.html for disabling selective suspend.

Please let us know if either of these procedures helps resolve this behavior or not and we will proceed from there.

Thank you,

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


#3

David

I did what you said but I found that the issue still re-occured. I then saw that there is a version 9 of the DisplayLink drivers. I uninstalled the drivers again and then ran the clean tool and then installed version 9 of the files This time no more automatic disconnections and re-connections with the device being unknown.

However I do find that it takes some time the laptop a loooong time as in many minutes for the laptop to go from running to hibernation. If I wait long enough it works. However it is very frustrating if during a meeting it goes into hibernation because I cannot easily go back.

Version 9 is much much better, but still has issues on my system.

Regards,

David


#4

Hello, thanks for the update and I am sorry to hear of this new issue. From here we’d want to dig deeper in some debug logs to see if we can determine what could be causing this long delay.

To help us do so please download and run our diagnostic utility PlugDebug --> http://plugable.com/support/plugdebug just after the issue has occurred and you have restarted so we can try and capture the behavior. Please send us the file to our direct support email address at support@plugable.com with ‘Ticket Number 254665’ in the subject line. We’ll match everything up, examine the logs and determine next steps from there.

Thank you,

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


closed #5

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