I just had a windows update today. In booting up my HP laptop, I could not get anything on my screen. After unplugging the docking station, the screen came on. In playing around with my connections on the docking station, I have discovered that when my computer boots up, my second monitor plugged into the docking station is where I start up. I don’t use that monitor much and am trying to figure out how to get the laptop to be my primary screen. I’ve tried using the windows display setup options without any luck. It only recognizes one screen. Everything was fine before the update.
Thank you for contacting Plugable support. We are sorry to hear you are experiencing this issue and would be happy to help assist.
Given your description of the behavior let’s go ahead and completely reset the dock and perform a ‘clean’ manual installation of the latest version of the DisplayLink driver (version 10.1) to see if we can get your dock and software back into a known good state. To do so, please follow these steps:
Please disconnect the dock from the system and please disconnect the power cable from the dock so it turns off completely (this is important so the unit resets). Please keep everything disconnected until the last step.
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, please just move onto the next step.
Download and run the DisplayLink Installation Cleaner utility, found here → https://s3.amazonaws.com/plugable/bin/DisplayLink/DisplayLink+Installation+Cleaner+9.1.1462.exe and ensure it displays “Cleaning Complete” when done (video walk-through if you need it → https://youtu.be/AcVV1gD_FvI)
Once the Cleaner has been run, reboot the system (even if not prompted to).
Now download and install the 10.1 M0 DisplayLink software driver, found here → https://plugable.s3.amazonaws.com/bin/DisplayLink/DisplayLink+USB+Graphics+Software+for+Windows+10.1+M0.exe
Reconnect 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.
If that does not help with the behavior, just after the problem has occurred if you could please collect a set of diagnostic logs generated by our PlugDebug utility as it will gather device information and installation logs that will help our support team understand what could be happening. To collect these logs, please have the device plugged into your computer, and please follow this link for instructions: https://plugable.com/pages/plugdebug
The tool will collect system logs into a ZIP file and save them to your Desktop so they can be attached to your email reply. These log files combined with the problem description you’ve provided will help us understand what’s happening and provide the best next steps.
We look forward to your reply.
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