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Old 06-18-2015, 09:38 AM   #1
mdi
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Exclamation Can't connect after disconnect

When disconnecting the cable and reconnecting the usb cable, the computer finds the DisplayLink, and after a second or two, the icon disappears from printers and devices, and only the usb keyboard and mouse works. The screen is Black.
It isn't visible in the System Management - Device manager.
After restarting it is visible again.

I have attached two log files, the first logfile 105756 was without advanced logging, but after disconnecting the cable.
The other file is with advanced logging enabled, but still after disconnecting and connecting the usb cable.

having including the following details:
How often does the issue occur?
every time
How do you invoke the issue?
disconnect the usb cable and connect is again
How do you recover from the issue?
restart the pc
Was the issue present in older versions of DisplayLink software?
yes, just updated the software and the issue remains the same
How are you connected to the DisplayLink device? Directly or through a USB hub?
Directly
Attached Files
File Type: zip PC119391_20150618_110757.zip (1.53 MB, 2 views)
File Type: zip PC119391_20150618_105756.zip (1.16 MB, 1 views)
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Old 06-22-2015, 02:08 PM   #2
Kubam
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Hello mdi,
thank you for contacting us.

From provided logs I can see that you have older Intel USB3.0 Host Controller driver (ver. 3.0.2.54). Can you please update it to the latest available version 3.0.5.69, repeat the test and let us know about the results?

BR,
Kuba
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Old 06-24-2015, 11:01 AM   #3
mdi
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Lightbulb Seems to work on one pc...

Now i have another pc with same problem, and i tried to install the new intel usb 3 driver.
can you see if this is the same problem, or something different?
Attached Files
File Type: zip PC119480_20150624_125003.zip (1.33 MB, 2 views)
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Old 06-30-2015, 10:33 AM   #4
mdi
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Quote:
Originally Posted by Kuba View Post
Hello mdi,
thank you for contacting us.

From provided logs I can see that you have older Intel USB3.0 Host Controller driver (ver. 3.0.2.54). Can you please update it to the latest available version 3.0.5.69, repeat the test and let us know about the results?

BR,
Kuba
Kuba, can you please help with the second pc?
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Old 07-21-2015, 01:41 PM   #5
mdi
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The update seems to be working on the first pc, but can you look at the other pc? it still have issues, even though it is updated.
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Old 07-21-2015, 04:34 PM   #6
JamesH
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Hi,

From the logs I'm seeing USB connection errors.

Can you try:
1. Swapping the USB cable
2. A different USB port on the PC
3. A different dock/adapter on the PC (if you have one)

Thanks,
James
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Old 08-10-2015, 10:54 AM   #7
mdi
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Exclamation Tried and failed

Hi James,

We tried the entire combination, new port, and new dock (incl. new cable), and still not working.

I have attached the result.
Attached Files
File Type: zip PC119480_20150810_124747.zip (1.14 MB, 3 views)
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Old 08-25-2015, 09:19 AM   #8
mdi
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can you please look at the log files and tell me if you have any other idea?
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Old 09-07-2015, 01:03 PM   #9
mdi
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Have you looked at this yet? it seems it has been downloaded once, but i haven't got a response from you. Please help.
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Old 09-07-2015, 03:26 PM   #10
JamesH
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Hi,

Can you try the latest Intel USB 3.0 host controller?

It's available here:
https://downloadcenter.intel.com/dow...Chipset-Family

Please also install 7.9 M2 from here:
http://www.displaylink.com/downloads/downloads.php

Thanks,
James
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