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Old 01-03-2018, 12:21 PM   #1
mike5067
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Unhappy Outlook Not Displaying Correctly via DisplayLink

Good afternoon everyone,

I have a HP Spectre Laptop setup with a HP dock which has problems displaying Outlook 2016.
When Outlook is on the main laptop screen, it is fine. Move it across to either of the dual monitors connected to the Dock, and Outlook displays only partly (the rest of the screen is white), or you have large black bands where toolbars (such as the search bar) should be.

The setup is as follows -

HP Spectre 360 model No. 13-1e005na (Display Resolution 3840 x 2160)
Connected to HP USB-C Universal Dock model No. HSA-B005DS (Display Link Device) with (via DP to HDMI Cable) 2 x Acer V246HL monitors (Display Resolutions both 1920 x 1080).

OS is Windows 10 Pro x64 version 1709 (OS Build 16299.125)
Office is 2016 (O365) version 1705 (Build 8201.2213)
Display Link driver version 8.4.3026.0

Windows Update has been run, and the DisplayLink driver has been uninstalled then re-installed.

Any help would be much appreciated :-)
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Old 01-03-2018, 01:19 PM   #2
AlbanRampon
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Hello,

Because of the new driver architecture we released with Windows 10 Anniversary Update, this is unlikely to come from the DisplayLink driver.
However, like with every threads on this forum, we will need the data from logs to analyse what takes place on your computer.

If you use Print Screen and paste the content into an email/Paint, is the corruption visible or is the image correct there?

Kind regards,
Alban
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Old 01-03-2018, 02:51 PM   #3
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Hi Alban,

Thank you for your prompt reply. When I print screen and paste it into PowerPoint, I can see the distorted image the same as I see on the screens.

Could you point me in the right direction to your diag software to create the logs please?
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Old 01-03-2018, 03:33 PM   #4
AlbanRampon
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Hello,
Thank you for the test.
The Print Screen is not actually capturing content from what is showing on screens (there's no feedback loop). That feature is taking a copy of what Windows believes it will be displaying. That feature is part of the OS with the content copy is done before the content is handed over to the graphics driver.

So, as the screen content is missing before "pixels" are handed over to DisplayLink driver, there is no way we can change our software to create the missing information.

The last link in my forum signature explains how to gather log files. This will help creating a local reproduction and gather further Microsoft logging information.
We will then have to create a bug report to Microsoft. It will never be fixed by a DisplayLink driver update.
This will require either an Outlook or Windows fix.

It would be helpful if you could also include some screenshots of the defect, please. The type of corruption observed can steer the investigation and also make sure the reproduction is likely to be identical and we're not creating a report an another random graphics issue you don't care about.

Kind regards,
Alban
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"DisplayLink is proud to be a Synaptics brand."

Where to download the latest DisplayLink drivers
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Old 01-03-2018, 11:17 PM   #5
Vansen
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Have a read
https://blogs.technet.microsoft.com/...hite-or-blank/
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Old 01-04-2018, 10:01 AM   #6
AlbanRampon
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Quote:
Originally Posted by Vansen View Post
Very interesting, thanks for sharing. I'll pass it internally as well!
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"DisplayLink is proud to be a Synaptics brand."

Where to download the latest DisplayLink drivers
How to clean up a corrupted installation
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Old 01-04-2018, 01:56 PM   #7
mike5067
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Thank you Vansen - that is an interesting article.

I have some good news with my case - I have found a work-around by disabling any additional Outlook Add-Ins. We have one for Mimecast and another for a Document Management system. Having either one of these or both enabled causes the issue on the USB Screens with Outlook.

I am going to speak to O365 support as I believe there is a newer version of O365 C2R Office than the one I have installed - hopefully this may be something they have already tackled........
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Old 01-05-2018, 11:10 AM   #8
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.... I have another update, it would appear that when the laptop is un-docked then re-docked, and Outlook is then re-opened, then dragged from the 4K laptop screen to the USB monitor, it has the same Outlook distortion as before.
The difference is that with the Add-Ins disabled, you can close and re-open Outlook on the USB monitor and Outlook is then usable.

On a side note, does the DisplayLink system support 4K monitors attached to it?
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