Windows8 Dell USB 3.0 Dock freezes mouse, monitor, ethernet - Page 7

tbm · 07-01-2013, 03:37 PM

Dell says to connect the dock AFTER installing the drivers... I removed the software and used the EndUserCleaner to remove the installation of the DisplayLink drivers...

When re-installing - with the dock connected BEFORE or AFTER installing - doesn't matter... Can't use my dock, it's not recognized anymore! Very strange!

JamesH · 07-01-2013, 05:06 PM

Hi

Does anything appear in device manager when you connect your dock?

Can you gather the logs when the dock is connected?

If the tool won't collect the logs then zip up anything in this directory (\Program Files\DisplayLink Core Software\Debug) and please post it.

Thanks,
James

tbm · 07-01-2013, 08:14 PM

Why aren't the logfiles readable by humans? It looks like it's encrypted????

Ruud · 07-11-2013, 07:16 AM

Hi James and TBM,

Haven't been here a while because I don't have any more problems lately.

I didn't get to the uninstalling and reinstalling thing yet. The only thing which could be related (?) was that in the mean time my system received an updated Dell System Detect tool version 5.0.2.57

Will report back when I do get black-outs again.

Ruud · 07-11-2013, 09:03 AM

Oops I shouldn't have posted my previous message

, just had another black-out...

Graeme · 07-12-2013, 01:31 AM

Hi There,
I'm new at this & hope I am in the right forum.
I have a Dell XPS 12 running Win 8 Pro and have the USB 3.0 Docking Station (D3000).
I have installed software, updated drivers and all seems good - USB & Ethernet seem fine BUT I can't get external monitors to work.
The Displaylink Adaptor appears in the device manager but no icon in the system tray and no signal to monitor (Dell E2209W connected to either DVI or HDMI port on the dock).
Everything passed on the support tool system check.

I want to be able to connect 2 external monitors.

I have attached support tool logs if that helps ...

Thanks in advance
Graeme

Ruud · 07-12-2013, 07:55 AM

Hi Graeme,

Welcome to this forum. This particular thread is about the black-out issue: the dock works normally, and then suddenly the dock software resets itself, all attached screens go black, and after a few seconds they restore to normal. Except all screen positions of program windows are lost, which can be quite annoying. Also connections via ethernet etc are lost.

I hope your problem with attaching both monitors is resolved quickly. Can you report here when you also experience black-outs?

Best regards,
Ruud

dfollis · 07-23-2013, 02:45 AM

I'm having similar issues. Brand new XPS13 with Windows 7x64. I have updated BIOS to A09 and downloaded latest Intel video drivers. I installed the software BEFORE connecting the dock.

User has a HDMI and DVI display. When the HDMI port on the dock is used, the two external screens and all other dock ports (ethernet and USB) will freeze after a few minutes of use. Pulling power to the dock will cause it to reset and then work for another few minutes before hanging again.

If I do not use the HDMI port the problem does not occur as rapidly, but still hangs two or three times over an 8 hour period for no apparent reason.

We have 5 other XPS13s running same config, but using the older Targus branded DisplayLink docks and XPS13 hardware version with no issue (although they are not using the HDMI). This appears only to be related to the new Dell branded D3000 model. Someone needs to QC their drivers I think.

dfollis · 07-23-2013, 02:49 AM

I have pulled the laptop and dock from the user so I am able to collect logs/run some tests if that will help.

JamesH · 07-26-2013, 01:02 PM

Hi,

Yes please - instructions on getting logs can be found here:
http://www.displaylink.com/support/ticket.php?id=269

Thanks,
James

07-11-2013, 07:16 AM	#64
Ruud Member Join Date: May 2013 Posts: 67	Problems gone? Hi James and TBM, Haven't been here a while because I don't have any more problems lately. I didn't get to the uninstalling and reinstalling thing yet. The only thing which could be related (?) was that in the mean time my system received an updated Dell System Detect tool version 5.0.2.57 Will report back when I do get black-outs again.

07-11-2013, 09:03 AM	#65
Ruud Member Join Date: May 2013 Posts: 67	BOOM, still having black-outs Oops I shouldn't have posted my previous message , just had another black-out...

07-12-2013, 07:55 AM	#67
Ruud Member Join Date: May 2013 Posts: 67	Partial functionality vs Black-outs Hi Graeme, Welcome to this forum. This particular thread is about the black-out issue: the dock works normally, and then suddenly the dock software resets itself, all attached screens go black, and after a few seconds they restore to normal. Except all screen positions of program windows are lost, which can be quite annoying. Also connections via ethernet etc are lost. I hope your problem with attaching both monitors is resolved quickly. Can you report here when you also experience black-outs? Best regards, Ruud Last edited by Ruud; 07-12-2013 at 07:55 AM. Reason: Typo

07-23-2013, 02:45 AM	#68
dfollis Junior Member Join Date: Jul 2013 Location: Seattle Posts: 3	D3000 dock issues I'm having similar issues. Brand new XPS13 with Windows 7x64. I have updated BIOS to A09 and downloaded latest Intel video drivers. I installed the software BEFORE connecting the dock. User has a HDMI and DVI display. When the HDMI port on the dock is used, the two external screens and all other dock ports (ethernet and USB) will freeze after a few minutes of use. Pulling power to the dock will cause it to reset and then work for another few minutes before hanging again. If I do not use the HDMI port the problem does not occur as rapidly, but still hangs two or three times over an 8 hour period for no apparent reason. We have 5 other XPS13s running same config, but using the older Targus branded DisplayLink docks and XPS13 hardware version with no issue (although they are not using the HDMI). This appears only to be related to the new Dell branded D3000 model. Someone needs to QC their drivers I think.

07-01-2013, 03:37 PM	#61
tbm Junior Member Join Date: Jun 2013 Posts: 21	Dell says to connect the dock AFTER installing the drivers... I removed the software and used the EndUserCleaner to remove the installation of the DisplayLink drivers... When re-installing - with the dock connected BEFORE or AFTER installing - doesn't matter... Can't use my dock, it's not recognized anymore! Very strange!

07-01-2013, 05:06 PM	#62
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi Does anything appear in device manager when you connect your dock? Can you gather the logs when the dock is connected? If the tool won't collect the logs then zip up anything in this directory (\Program Files\DisplayLink Core Software\Debug) and please post it. Thanks, James

07-01-2013, 08:14 PM	#63
tbm Junior Member Join Date: Jun 2013 Posts: 21	Why aren't the logfiles readable by humans? It looks like it's encrypted????

07-23-2013, 02:49 AM	#69
dfollis Junior Member Join Date: Jul 2013 Location: Seattle Posts: 3	I have pulled the laptop and dock from the user so I am able to collect logs/run some tests if that will help.

07-26-2013, 01:02 PM	#70
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi, Yes please - instructions on getting logs can be found here: http://www.displaylink.com/support/ticket.php?id=269 Thanks, James