Unable to install the software

[u2715hc]

I just tried to connect my docking station which user displaying, I tried to install this on my office laptop and the installation isn't completing. Halfway through the installation, the installation is rolled back. Drivers are not automatically installed on three other machines I tried to connect. Win 10 home, pro and Mac Catalina. All other recognised and installed the driver automatically. I desperately need this work as I am not able to connect my work laptop and that is the one I use the most. My IT helpdesk isn't that useful.

It would be great to receive any help to resolve this.

[KatarzynaCzaja]

Hello,

Thank you for reaching out to us!

When the installation rolls back does it give you any messages? Error perhaps?
When driver is installed automatically it is downloaded through Windows Updates, it is not stored in the device itself. For Mac you have to manually download and install the driver.

Can you double-check if the driver appears in Apps and Features regardless?
What is the drier version you are trying to install?

Please let me know if you tried disabling your firewall/antivirus prior to the installation. If it disappears/rolls back with no error messages that could mean that 3rd party software is terminating the installation. Usually would happen with antivirus or even UAC settings (User Account Control).

Best regards,
Katarzyna

[u2715hc]

Hey, there is no error message and this is what I get when the installation rollback - DisplayLink Graphics Driver setup was interrupted. Your system has not been modified. To install this program at a later time, please run the installation again. This happens when "Writing system registry values" is in progress.

I tried disabling the antivirus and installed, still the same result. Also, adjust UAC to notify.

Windows version - Windows 10.0.16299 Build 16299 (Enterprise version)

This is the version I tried to install - DisplayLink USB Graphics Software for Windows 9.3 M2

[u2715hc]

Here is the screenshot of installation failure

[u2715hc]

Hey, can you get back to me to resolve this, please? I have provided you with the information you asked for. I am in desperate need for help so that I can use my work machine effectively.

[KatarzynaCzaja]

Hello,

Excuse my late response.

Please follow the guide under below link:

https://support.displaylink.com/know...ylink-software

Let me know if this helped.

Thank you,
Katarzyna

[u2715hc]

I am sorry to say, if I have managed to find the forum and ask a question here then isn't it obvious that I would have tried all of the troubleshooting that you have listed in your website? I hope you can help a little more than pointing to the obvious articles being a display link tech support. sorry for coming across as rude but quite frustrating to get this thing fixed for over a week

[KatarzynaCzaja]

Hello,

We are in contact with many users and some go through some basics steps already and some do not. If you do not say that you already went through this or that step I have no way of telling if you did it or not. Therefore I have to assume that you did not and will suggest basic steps first - which in this case is going through the clean up process.

As another step I would suggest installing the driver using an .inf file.
For that please:

1. Disconnect your DisplayLink device.
2. Uninstall your current driver - using the clean up tool from my previous link would be best to wipe everything out.
   Note: It is best to disconnect from internet to prevent automatic upgrades from Windows Updates.
3. Download following Zip: https://www.displaylink.com/downloads/file?id=1569
4. After successful download navigate to downloaded .zip file and extract its contents to any directory.
5. Connect your DisplayLink device, it should appear in Device Manager so locate it, right-click on it and select Update Driver
6. Then select Browse my computer for driver software
7. Next Let me pick from a list of device drivers on my computer
8. On the next page choose Have disk
9. Browse to ...\DisplayLink USB Graphics Software for Windows 9.3 M2\WinRS\x64 and select

   dlidusb.inf

10. Then click Next to start upgrade process.
11. The summary should say that the driver has been installed successfully.

If you disconnected from internet you can now re-connect.
Please let me know if everything went through as expected.

Thank you,
Katarzyna

[u2715hc]

Hey, thanks. I tried exactly as you suggested but no luck. Please find attached screenshot for the error I got.

[KatarzynaCzaja]

Hello,

As this problem appears more complex I've reached out to you directly over email so please check your inbox.

Thank you,
Katarzyna