XPS 13 Kensington Sd3500v disconnects

[JamesH]

Hi,

Logs from post 1 and post 3 showed USB connection errors.
Logs from post 4, 5 & 8 did not show USB connection errors.

It's possible (but not proven) that the resource usage is due to a memory leak which has since been fixed. I'll check which release that fix will be in.

Couple of thoughts:
- Is the right hand port on the newer XPS stable?
- If you don't need it can you uninstall the Renesas USB 3.0 driver?
- Is there a way of disabling power share in the BIOS?

Thanks,
James

[longplaypg]

Originally Posted by JamesH

Hi,

Logs from post 1 and post 3 showed USB connection errors.
Logs from post 4, 5 & 8 did not show USB connection errors.

Interesting...
Post 4 was a different laptop without USB 3.0 support
Post 7 was USB 2.0 forced by a cable with the NEW XPS

Post 5 I am very surprised there were no errors, but then maybe I am trigging the memory leak mentioned below.

Originally Posted by JamesH

It's possible (but not proven) that the resource usage is due to a memory leak which has since been fixed. I'll check which release that fix will be in.

Definitely would love to know about this so I can make certain to test with it.

Originally Posted by JamesH

Couple of thoughts:
- Is the right hand port on the newer XPS stable?
- If you don't need it can you uninstall the Renesas USB 3.0 driver?

Uninstalled and will reboot with 3.0 super speed cable on left port. I have limited days with this laptop before I must return it to the user for a few days. I have no plans on giving the docking station back as there are clearly issues still.

Originally Posted by JamesH

- Is there a way of disabling power share in the BIOS?

I will see what options are present in the bios and once the left port messes up I will change the bios. Once the left port messes up a second time I will move to the right port.

Going to reset the displaylink debug information between each of these tests.

Thanks,
Larry

[longplaypg]

Well if I didn't have a meeting and interruptions I would have posted sooner.

USB 3.0 SS cable left port
bios powershare on

Was there USB errors?

Was using RDP to first displaylink, went black on both, moved my multiple RDP sessions to the main laptop screen as shown in the first snapshot, minimized the RDP windows to show the resource monitor, while the displays were blinking in and out it seemed like I had control with the mouse/keyboard but commands were probably cached. I moved the mouse to the laptop screen, tried to click on the background, pressed print screen, but didn't feel like the screenshot actually took place till after the displays settled down from the black displays.

[longplaypg]

After getting back from the meeting and starting to create the above post.

USB 3.0 SS cable
bios powershare off

Before going to my meeting I had turned off powershare after restarting the laptop and Kensington unit (unplugged power). First sceen shot shows what I found when I got back from my meeting.

Was in RDP creating the post for the previous error when the screens went black, started to blink on off like detecting, got a snapshot. So I felt like the test with powershare off did not help.

Was there USB errors?

[longplaypg]

Preparing the laptop for the end user today...

USB 3.0 SS cable on the RIGHT non powershare port
bios powershare on

So far there were no problems on the right port for when I was present. I was pulled away a lot the remainder of the day and just leaving up the RDP sessions the problem encountered on the left port can still happen even if I am not using the computer. So far this did not happen on the right port. I find typically it takes a lot more before the right port will fail.

Just wanted to know if you see any usb errors on this port. I am guessing there might be usb errors on the above posts that contain left port tests.

Thanks,
Larry Patrick

[JamesH]

Hi,

No sign of USB connection errors in posts 13, 14 or 15.

Thanks,
James

[longplaypg]

Originally Posted by JamesH

Hi,

No sign of USB connection errors in posts 13, 14 or 15.

Thanks,
James

Ok if no errors do you have any idea of the issue causing the problem in 13 and 14?

Kind of debunks my idea of the USB 3.0 only being able to handle 2.0 speeds only without transmission errors on that left port. Still odd if I put a 2.0 cable on that left port the unit runs just as well as it does on the right port with a 3.0 cable.

I am currently testing the 7.4 M2 driver on some outdated hardware. I have noticed my laptop stop updating all screens but the mouse is visible and moves. If I unplug the headphone and microphone connection on the displaylink device it releases and the screens update again. I am trying to locate some hardware that at least meets minimum requirements (ie video driver not outdated, wei score above 3.0) so that I can see if it is just this old laptop. If you want a displaylink support tool debug from this older hardware let me know. I doubt I will be able to start the debug tool while the screens are not updating, but I can at least start it after the screens start refreshing again.

[longplaypg]

Today I received the newer XPS 13 for a few days testing with the latest software.

1. Removed the Intel USB 3.0 Ex driver
2. Restarted
3. Removed the displaylink 7.4 M0 software
4. Restarted
5. Used the displaylink cleanup tool
6. Restarted
7. Installed the Intel USB 3.0 Ex driver 1.0.9.254 (was hoping a newer release, but not)
8. Restarted
9. Installed displaylink 7.4 M2
10. Waited a bit, but do not remember seeing the typical window that says my screen might go blank while it configures the screens.
11. Plugged into the left USB 3.0 with powershare
12. screens did go black but still don't remember seeing the warning window oh well
13. Configured the desktop layout
14. restart
15. Once the login screen displayed and displaylink displays were green light with black screens I closed the lid on the laptop
16. Started up the display link report tool
17. confirmed it was in advance mode and reset the debug logs
18. started 3 RDP sessions on the 2 displays and used them across the 2 displaylink displays
19. Main monitor had a RDP to 8.1 and Secondary had RDP to an XP machine all full screen on the individual monitors
20. The screens went black and the Ethernet on the displaylink device was disconnected.
21. Once I had a little control over the Main monitor minimized the RDP to see the contents of what was supposed to be displaying on the secondary monitor being displayed on the Main monitor.
22. Since I could reach the displaylink support tool icon on the taskbar I clicked it and started the gathering logs to hopefully collect information during the device issue
23. The screen shot was taken shortly after the display support tool started gathering. That araxis merge window was full screen on the RDP that has its RDP bar pinned on the second monitor in full screen view.

What caused this problem?

Hardware and Software

• DisplayLink 7.4 M2
• XPS 13 L322x
• Lid closed with laptop display off, but computer on and not sleeping
• Left USB 3.0 powershare to Kensington Sd3500v via USB 3.0 cable
• Kensington Sd3500v

• Headphone jack plugged in via headset
• Microphone jack plugged in via headset
• Usb 2.0 port plugged into logitech HD 720p usb webcam
• Ethernet plugged into 1G switch
• DVI to VGA adapter

• VGA adapter to main monitor via vga cable
• HDMI to DVI adapter

• Dvi adapter to secondary monitor via hdmi cable
• power adapter plugged in
• Usb 2.0 port plugged into main monitor USB

• dell usb keyboard via main monitor usb
• dell usb mouse via main monitor usb

[longplaypg]

Well that was a short period before the next mess up.

1. Shutdown computer with lid closed.
2. Open lid and power on laptop
3. Leave the laptop display open and use all 3 screens
4. Start display support tool
5. reset debug logs
6. Start RDP to 8.1 machine full screen on main monitor
7. Change RDP to window so I can drag it from Main monitor to secondary
8. Try to drag it from laptop main monitor to secondary displaylink display
9. Black screen and Ethernet disconnect BLAH
10. Gather logs and take screenshot

Well that's enough on the left port for today. What caused this issue according to the logs?

Hardware and software the same as in the previous post #18. The only exception this time is the lid was open and all 3 screens were active.

[longplaypg]

Bumping this back up also. Still would love to figure out why this hardware does not work on the left USB port of the XPS 13. I wish could read the contents of these reports to know if it is getting USB errors.

Thanks,