Troubleshooting guide for end-customers

jepster · 11-29-2016, 08:07 AM

The most customers which have bought a docking station from display link and use it with the officially supported operating systems (Ubuntu 14.04 - 16.10) have obviously no deep graphic card/chip driver knowledge. They assume that the hardware just works, after the driver has been properly installed.

However - to be honest - the display link hardware + driver is not that good in the Ubuntu ecosystem to accomplish service without issues. We have bought two dockingstations by our company and two have issues (different laptops).

So DisplayLink: a suggestion. How about creating troubleshooting guidelines for end-customers with Ubuntu Linux? Something which contains useful commands (like the xrandr ones), settings (extended log) and step-by-step guides to get the dockingstation working in case of issues. So that the hardware either works "like promissed by your company" or you at least know as a customer, that the hardware will definitely "not" work by certain circumstances. Afterwards your customers can give back the hardware to their supplier. This information support would be just fair and what's called professional nowadays. Otherwise you must accept the blame, that you are cheating your customers with expensive brands like "Dell" f.e. by shipping faulty hardware.

You are probably knowing the hardware-stack and driver software very good, so you could provide valuable support in that way. Otherwise your customers are lost by googling around and reading outdated and un-related posts in the internet, which are just mentioning something in the edge of their problem.

I hope that someone from your company will answer on this post. If you ingore, well, then this is also an answer.

mlukaszek · 11-30-2016, 01:13 PM

Hi,

We try to publish the list of FAQs in the knowledge base section of our support page, http://support.displaylink.com/

For Ubuntu, there is still a number of FAQs to write and publish (especially if you compare to Windows section), but we're trying to use the forum to sense which articles might be the most useful.

Regards,
Michal

11-29-2016, 08:07 AM	#1
jepster Junior Member Join Date: Oct 2016 Posts: 28	Troubleshooting guide for end-customers The most customers which have bought a docking station from display link and use it with the officially supported operating systems (Ubuntu 14.04 - 16.10) have obviously no deep graphic card/chip driver knowledge. They assume that the hardware just works, after the driver has been properly installed. However - to be honest - the display link hardware + driver is not that good in the Ubuntu ecosystem to accomplish service without issues. We have bought two dockingstations by our company and two have issues (different laptops). So DisplayLink: a suggestion. How about creating troubleshooting guidelines for end-customers with Ubuntu Linux? Something which contains useful commands (like the xrandr ones), settings (extended log) and step-by-step guides to get the dockingstation working in case of issues. So that the hardware either works "like promissed by your company" or you at least know as a customer, that the hardware will definitely "not" work by certain circumstances. Afterwards your customers can give back the hardware to their supplier. This information support would be just fair and what's called professional nowadays. Otherwise you must accept the blame, that you are cheating your customers with expensive brands like "Dell" f.e. by shipping faulty hardware. You are probably knowing the hardware-stack and driver software very good, so you could provide valuable support in that way. Otherwise your customers are lost by googling around and reading outdated and un-related posts in the internet, which are just mentioning something in the edge of their problem. I hope that someone from your company will answer on this post. If you ingore, well, then this is also an answer. Last edited by jepster; 11-29-2016 at 08:11 AM.

11-30-2016, 01:13 PM	#2
mlukaszek Senior Member Join Date: Feb 2010 Posts: 386	Hi, We try to publish the list of FAQs in the knowledge base section of our support page, http://support.displaylink.com/ For Ubuntu, there is still a number of FAQs to write and publish (especially if you compare to Windows section), but we're trying to use the forum to sense which articles might be the most useful. Regards, Michal