USB Peripherals Not Working

I just installed the UD-3900H hub. HDMI monitor is working, the USB mouse and keyboard are not working.
They are working when plugged directly into the laptop.
I also tried resetting the hub (unplug power and USB Input), as mentioned in a recent previous post.

Are there any recommendations?

Hi!

Thanks for joining our forums, and we’re happy to help. Just to make sure the dock and the DisplayLink software that the dock requires are all reset, I’d recommend trying the following steps.

Please run through the following steps to remove and reinstall the DisplayLink software on your computer.

  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 --> https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+Installation+Cleaner+9.1.1462.exe

  4. Once the Cleaner has been run, reboot (even if not prompted to)

  5. Now download and install the 9.2 M3 DisplayLink software, found here --> https://plugable.s3.amazonaws.com/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows+9.2+M3.exe

  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 that doesn’t fix the situation, we’d like to have you run our PlugDebug tool on your computer so we can gather diagnostic information to help us understand the situation.Please plug the device into your computer, then go to this page and follow the instructions there: http://plugable.com/support/plugdebug

Please do not post the results of your PlugDebug here, and instead email them to support@plugable.com directly and include “ticket#300299” in the message so we can connect the threads.

I hope those steps help and I look forward to hearing back from you!

Thanks!

-Andrew T.

Plugable Technologies

I emailed in the logs last evening.

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Hello,

I just wanted to update this thread with the resolution on this issue. The customer found that moving which port the dock’s USB cable was plugged into on the laptop resolved the issues they were seeing. If the issue comes back please let us know so we can work with you again.

Thanks!
-Andrew