Go Back   DisplayLink Forum > DisplayLink Graphics Technology > Windows Software

Reply
 
Thread Tools Search this Thread Display Modes
Old 02-28-2020, 02:14 PM   #1
JamesK
Junior Member
 
Join Date: Feb 2020
Posts: 1
Default DisplayLink Monitor black but cursor visible

I use two monitors in addition to my laptop screen. One of them is a HDMI to USB3 monitor. A recent update caused my USB3 monitor to go black, but yet I can still see the cursor on the screen when I move my mouse over to it.
I have updated every driver I can think of and received every update I can find. I cannot get the USB3 connected screen to work. I've tried different ports. I've tried different brands of HDMI-USB3 connectors. I've tried different monitors. Everything has the same result: black screen but cursor visible.
The only thing that works is setting my computer back to factory settings and trying to avoid updates, but eventually either a microsoft update or a Dell update gets through and my monitor goes black again. This is a terrible 'solution.'
Any ideas?

My system:
OS Name Microsoft Windows 10 Home
Version 10.0.18363 Build 18363
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name DESKTOP-VJSE0OT
System Manufacturer Dell Inc.
System Model Inspiron 5576
System Type x64-based PC
System SKU 07E2
Processor AMD FX-9830P RADEON R7, 12 COMPUTE CORES 4C+8G, 3000 Mhz, 4 Core(s), 4 Logical Processor(s)
BIOS Version/Date Dell Inc. 1.0.7, 1/29/2018
SMBIOS Version 3.0
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer Dell Inc.
BaseBoard Product 0JW8XC
BaseBoard Version A00
Platform Role Mobile
Secure Boot State On
PCR7 Configuration Elevation Required to View
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume1
Locale United States
Hardware Abstraction Layer Version = "10.0.18362.628"
User Name DESKTOP-VJSE0OT\salut
Time Zone Eastern Standard Time
Installed Physical Memory (RAM) 16.0 GB
Total Physical Memory 15.4 GB
Available Physical Memory 9.60 GB
Total Virtual Memory 17.8 GB
Available Virtual Memory 8.87 GB
Page File Space 2.38 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualization-based security Not enabled
Device Encryption Support Elevation Required to View
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes
JamesK is offline   Reply With Quote
Old 03-03-2020, 09:03 AM   #2
JakubDabrowski
DisplayLink Tech Support
 
JakubDabrowski's Avatar
 
Join Date: Jan 2020
Location: Katowice, Poland
Posts: 269
Default

Hello James,

Thank you for your patience.

May you please tell me what type of DisplayLink technology device are you using? Is it a docking station or a portable monitor?

If I understood it correctly some kind of an update broke the connection. In this case I would recommend following the below steps:

Unplug your docking station/monitor and follow the below steps:

1. Download our End User Cleaner: https://www.displaylink.com/downloads/file?d=64
2. Download the newest driver (9.3M1): https://www.displaylink.com/downloads/file?id=1532
3. Unplug from the Internet
4. Run the cleaner from point 1
5. Reboot computer
6. Unplug from the Internet (make sure that you do not have Internet connection)
7. Install our driver 9.3M1
8. Connect the docking station/monitor*

This should guarantee the newest driver without any update interference. If these steps will not be enough to resolve the issue. Please follow the link in my signature and gather the logs. If you wish you may contact us via our support tool or we may stay on the forum.

Kind regards,
Jakub
JakubDabrowski is offline   Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT. The time now is 10:02 AM.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2024, vBulletin Solutions, Inc.