Hi Tonyt,
Thank you for getting in touch with us. Would you be so kind as to collect the logs from your system and then raise a support ticket through our
support portal?
The Contact DisplayLink link on the right is the link to use. To collect the logs, follow these steps:
Can you please attach the dock along with the DP cables in it to your computer and follow these steps:
The support tool produces a zip file containing information stored in plain text. The file and log text are not encrypted (apart from the DisplayLink software log files) to allow you to see what data has been collected.
1. Download the
Windows DisplayLink support tool.
2. Run the tool on your PC as administrator after the problem has occurred
3. Ensure the DisplayLink adapter is connected to your PC.
4. Click on "System Compatibility Check" to see if there are any known compatibility issues with DisplayLink and your system.
5. If this does not resolve your issue, click on "Gather Support Information" to gather the system information DisplayLink requires
6. The zip file of information will be saved on your Windows desktop
The system information may take up to a few minutes to gather. You will be prompted once it is complete.
The Windows DisplayLink Support Tool gathers the following system information
- PC and OS Spec
- Video adapters installed
- DisplayLink service status
- USB devices currently connected to the PC
- Audio and Video Codecs installed
- DisplayLink Software installed
- DisplayLink devices connected to the PC and status
- Debug information contained in C:\Program Files\DisplayLink Core Software\Debug, C:\Windows\Temp\DisplayLink, and C:\ProgramData\DisplayLink\Debug
- DisplayLink registry settings stored under HKLM\Software\DisplayLink and HKCU\Software\DisplayLink
- Computer network information include configured IP addresses and Mac addresses of network interfaces.
Kind regards,
Andrew