Windows 10 desktop icons disappeared

1

Hi!
I have 2x Plugable UGA-3000.
Before I did the W10 upgrade (W8.1), the main monitor was ‘1’, and the UGAs were ‘2’ (left) and ‘3’ (right’).
After the upgrade, all the desktop icons have disappeared (even if I add a new one), unless I remove one of the VGAs. And the numbers have changed toa a bizarre order, whoch I can’t change.
So I’m stuck… (I did install your new W10 driver).
Jeff

2

Hi Jeff,

Thanks for posting. I’m sorry the adapters aren’t working properly after the Win 10 upgrade. I’d be happy to help!

It sounds like you performed the upgrade to Win 10 prior to removing the older installed DisplayLink driver. We usually recommend removing the older driver before upgrading –> http://plugable.com/2015/07/27/window… for the best results so the first step to is clean and re-install the DisplayLink driver to see if that changes the behavior. Please follow these steps:

  1. Disconnect the adapters from your system.
  2. Download, extract and run the DisplayLink cleaner software –> http://www.displaylink.com/downloads/… to remove the driver from the system.
  3. Run Windows Update (Start > Settings > Update & security). Reboot when prompted. Repeat this process until there are no new updates found.
  4. Install the DisplayLink drivers from this link –> http://www.displaylink.com/downloads/…. Connect one of your adapters when prompted during the installation.
  5. Reboot after the installation completes, and then reconnect the second adapter

Let us know if that helps when you have a moment, and we can determine the next steps from there.

Thank you,

Bob
Plugable Technologies
www.plugable.com/support

3

Hi - great customer service, thanks!

Sadly, I did everything you suggested here (twice) but it didn’t work.

I should say - the adaptors work fine on all three screens, the only issue is that, as soon as you add the third (two is fine), the desktop icons all disappear, no matter in which order you connect them.

It’s really odd: it’s not a geometry issue (ie: they aren’t off the screen somewhere) because when you right-click and add (text doc, folder, etc), nothing appears, although they do exist when you explore the Desktop folder itself!

It’s almost as though they are on another screen which isn’t displaying…

Jeff

4

Hi Jeff,

Thanks for getting back with the update. I’m sorry the re-install did not fix the problem. On the face of it it sounds like it may be an issue with the driver for the internal graphics adapter. Our products rely on the graphics adapter already in your system to generate the content for the displays so the two are closely tied. As Windows 10 moved to a new graphics driver model there can be issues as the various vendors update their drivers.

You don’t mention what type of system you are using, but depending on who makes the internal graphics adapter in your system (Intel, AMD, Nvidia) can you check to see if they have posted drivers for your adapter and if so update and test again?

Thank you very much for your patience,

Bob

5

Hi Bob

Yeah, thanks - done all that - the various sites said all was up to date.

I still find it odd that everything is fine with one additional screen, but not when you connect the third…?

Kind of getting used to a clean, uncluttered desktop now though!

Jeff

6

Hi Jeff,

Thanks for getting back. The behavior is most unusual, and yours is the first report I have had with the behavior…

One option that just became available, Microsoft just released a large update to Win 10 just a few hours ago that may help –> https://support.microsoft.com/en-us/k…

Can you run Windows Update so this update installs and reboot when complete and test the behavior again?

Thank you,

Bob

7

It was already up to date!

8

Hi Jeff,

Thanks for getting back with the update. The next step (if possible) would be to have you run our diagnostic utility PlugDebug –> http://plugable.com/support/plugdebug and send us the file it creates so we can examine some log files. Please send the file to support@plugable.com with ‘Ticket 112223’ in the subject line so we can match everything up.

Once we have the file we can determine the next steps from there.

Thank you,

Bob