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Old 07-08-2019, 01:26 PM   #1
Bork
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Default Dell D6000 gets stuck at 640x480

Very similar to this post with minor changes that I'll detail below - https://displaylink.org/forum/showthread.php?t=66212

I am assisting with troubleshooting this for a client of mine. We're not physically in the same location, although it is possible for me to go there if needed.

We have 2 identical AOC WQHD (2560x1440) monitors that are both hooked up via DP-DP cables. Both monitors and both cables worked prior the PC getting replaced in May - issues were introduced with the new hardware. We swapped out an Optiplex 9020 with a brand new Latitude 5590 (w/ D6000 dock).

We have proven out the existing hardware by replacing cables and swapping ports that each monitor is plugged into. We have also replaced the D6000 dock itself, but all the same issue have re-occurred. The low resolution usually happens when returning to the station (monitors have been in sleep mode overnight or while elsewhere doing other tasks). Turning the monitor off and back on resolves the issue temporarily. The pre-release driver was mentioned in the thread above, but I wanted to provide the logs for review prior to utilizing a beta driver in vain. Thanks in advance!
Attached Files
File Type: zip DL_Windows_Logs_20190708_091630.zip (161.4 KB, 3 views)
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Old 07-09-2019, 03:20 PM   #2
JamesH
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Hi,

What you've described matches what I saw.

Can you try the 9.2 Alpha?

Thanks,
James
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Old 07-12-2019, 01:52 PM   #3
Bork
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I was able to get the Alpha 9.2 driver installed, and we gave it a couple days to settle. The low-resolution happened once when he came back from lunch, and again just this morning when he got into the office. It doesn't appear this has gotten any better with the Alpha driver.
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Old 07-17-2019, 09:33 AM   #4
astruzyna
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Hello,

We have just released our latest 9.2 M0 driver. Please give this driver a go and let us know if it fixed your issue. You can find the driver here: https://www.displaylink.com/downloads/file?id=1371

Kind regards,
Aga
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Old 07-22-2019, 02:15 PM   #5
astruzyna
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Hello,

Can you please confirm if you've tried the 9.2 M0 driver? If you have and the issue continued, could you please capture a new set of logs and send them to us for further analysis? Thank you!

Kind regards,
Aga
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Old 07-24-2019, 05:17 PM   #6
Bork
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@astruzyna
I just confirmed with the end user that he has not seen any problems with it since this driver was put in place. He's been keeping a ledger of when it happens. So far so good!
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Old 07-31-2019, 09:27 AM   #7
astruzyna
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Hello,

I am very glad to hear that. Thank you for the update!

Kind regards,
Aga
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