Windows8 Dell USB 3.0 Dock freezes mouse, monitor, ethernet

Ruud · 05-17-2013, 10:15 AM

Hi you all,

I love my new Dell USB Dock 3.0 on my Dell XPS 13 (Win 8 64 bits, FullHD 13 inch monitor version).

However I get multiple freezes every day when using it.

Sometimes they are minor freezes like 1 second mouse movement stalls, but larger freezes (10 seconds+) also occur. In these circumstances mouse movement is complete lost, ethernet connection drops and after a few seconds both my monitors go black. Then after 3-4 seconds laptop bleeps again and monitors are restored. Applications however show all windows on main monitor so I have to rearrange them again on the second monitor.

I downloaded the latest drivers today and are using them now (display adapter: 7.2.46733.0, displaylinkmanager 7.2.47873.0)

Had some minor mouse freezes already, none of the big monitor blackouts occurred so far.

Keep you posted on my results.

I saw other posts with debug information provided. How can I do something similar when I get the blackouts again?

Best regards,
Ruud

Wim · 05-18-2013, 11:11 AM

For the ~1 sec see the dev build in this thread:

http://displaylink.org/forum/showthr...?t=2070&page=9

The more serious issue seems to be the whole dock dropping off the USB bus. When this happens is it just the video, or do other devices connected to the dock do the same thing eg mouse, keyboard etc.

Trying to work out if it's our chip disconnecting or the Root USB 3.0 hub of the dock.

Oh - and the logs files can be gathered by following the steps in this article:

http://kb.displaylink.com/269

Wim

Ruud · 05-21-2013, 07:24 AM

Thanks for the feedback Wim.
I set my power plan to 'high performance' to see if that allready helps with the occasional mouse stuttering

I didn't collect logfiles yet, will read article later on.

I do have one more clue to add to my story: after installing 7.2M1 I only had one event when monitors, ethernet, keyboard and mouse disconnected.
Keyboard: couldn't type, mouse: couldn't move, monitors went dark after a few seconds, and my application reported later that my network server had been disconnected.

The interesting thing is (maybe), I swapped my left and right mouse button a few hours before this event and after everything returned to 'normal' they had reverted to their normal usage from before I changed them..

Thanks again for the updates, going to check out the logfiles

Ruud · 05-21-2013, 07:35 AM

Just installed the displaylink support tool and resetted my debug logs.
Doing this resulted in exactly the kind of 'black-out' event I get after a freeze-up: monitors going to black, pling-plong sounds etc.

Will post the logfiles when I get a freeze-up.

Ruud · 05-21-2013, 11:48 AM

Hi,

I just had an black-out event and gathered the debugging information. I'm willing to send them to you, but preferably not by posting them to this public forum.. Is there another way?

Ruud · 05-21-2013, 01:05 PM

where can I send the second debugging zip file? Perhaps in a private message to Wim?

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.

05-17-2013, 10:15 AM	#1
Ruud Member Join Date: May 2013 Posts: 67	Windows8 Dell USB 3.0 Dock freezes mouse, monitor, ethernet Hi you all, I love my new Dell USB Dock 3.0 on my Dell XPS 13 (Win 8 64 bits, FullHD 13 inch monitor version). However I get multiple freezes every day when using it. Sometimes they are minor freezes like 1 second mouse movement stalls, but larger freezes (10 seconds+) also occur. In these circumstances mouse movement is complete lost, ethernet connection drops and after a few seconds both my monitors go black. Then after 3-4 seconds laptop bleeps again and monitors are restored. Applications however show all windows on main monitor so I have to rearrange them again on the second monitor. I downloaded the latest drivers today and are using them now (display adapter: 7.2.46733.0, displaylinkmanager 7.2.47873.0) Had some minor mouse freezes already, none of the big monitor blackouts occurred so far. Keep you posted on my results. I saw other posts with debug information provided. How can I do something similar when I get the blackouts again? Best regards, Ruud

05-21-2013, 11:48 AM	#5
Ruud Member Join Date: May 2013 Posts: 67	posting debugging information Hi, I just had an black-out event and gathered the debugging information. I'm willing to send them to you, but preferably not by posting them to this public forum.. Is there another way?

05-21-2013, 01:05 PM	#6
Ruud Member Join Date: May 2013 Posts: 67	second black-out event where can I send the second debugging zip file? Perhaps in a private message to Wim?

07-12-2013, 07:55 AM	#8
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	#9
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.

05-18-2013, 11:11 AM	#2
Wim Senior Member Join Date: Feb 2009 Posts: 1,561	For the ~1 sec see the dev build in this thread: http://displaylink.org/forum/showthr...?t=2070&page=9 The more serious issue seems to be the whole dock dropping off the USB bus. When this happens is it just the video, or do other devices connected to the dock do the same thing eg mouse, keyboard etc. Trying to work out if it's our chip disconnecting or the Root USB 3.0 hub of the dock. Oh - and the logs files can be gathered by following the steps in this article: http://kb.displaylink.com/269 Wim

05-21-2013, 07:24 AM	#3
Ruud Member Join Date: May 2013 Posts: 67	Thanks for the feedback Wim. I set my power plan to 'high performance' to see if that allready helps with the occasional mouse stuttering I didn't collect logfiles yet, will read article later on. I do have one more clue to add to my story: after installing 7.2M1 I only had one event when monitors, ethernet, keyboard and mouse disconnected. Keyboard: couldn't type, mouse: couldn't move, monitors went dark after a few seconds, and my application reported later that my network server had been disconnected. The interesting thing is (maybe), I swapped my left and right mouse button a few hours before this event and after everything returned to 'normal' they had reverted to their normal usage from before I changed them.. Thanks again for the updates, going to check out the logfiles

05-21-2013, 07:35 AM	#4
Ruud Member Join Date: May 2013 Posts: 67	Just installed the displaylink support tool and resetted my debug logs. Doing this resulted in exactly the kind of 'black-out' event I get after a freeze-up: monitors going to black, pling-plong sounds etc. Will post the logfiles when I get a freeze-up.

07-23-2013, 02:49 AM	#10
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.