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Old 06-24-2019, 08:48 PM   #1
Dlong
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Default User-mode Driver Crash - Event ID 10111

I have several thousand universal docking stations deployed for 2+ years using the Displaylink 3900 chipset running Win 10 and various revs of the displaylink driver (mostly v8.3M1) and the implementation has been stable for the most part. We are recently seeing intermittent disconnects on a handful of units.

The dual external monitors will disconnect, and the network connection will drop, and they won't come back unless you unplug the USB 3.0 uplink cable and reconnect it. It will continue to work normally for anywhere between 10 minutes to several days, and then it re-occurs.

In the Windows event logs I see critical errors for "user-mode driver crash" event ID 1011. problem in one of the user-mode drivers. Hosting process has been terminated.

" Humanscale ethernet internal error event ID 5005"

"humanscale ethernet has begun resetting NDIS ID 10400"

Hardware reset. Driver detected that the hardware stopped receiving commands"

I have tried the following without resolution:

-Unistalled displaylink driver 8.3M1 with displaylink cleaner tool. Installed displaylink driver 9.1M1.
-Updated Intel graphics driver to most current available.
-Updated Intel wireless lan driver to most current.
-Updated audio drivers to most current.
-Updated Intel LAN adapter driver to most current.
-Replaced Humanscale docking station, Power brick and USB 3.0 cable.

I have attached support logs taken from one of the machines having the issue. Please take a look and let me know if you see anything that might be causing this. Thanks in advance.
Attached Files
File Type: zip TNJ10038LKABAUX_20190624_110156.zip (654.2 KB, 1 views)
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Old 06-26-2019, 08:51 AM   #2
AndrewJDawson
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Location: Cambridge, UK
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Hi Dlong,

Thanks for getting in touch with us about this issue and sorry for the problems you are facing, sounds very frustrating.

It looks to me like you have tried a good amount of things with your troubleshooting, so that's very helpful information, thank you.

I can't see anything obviously wrong with the logs that you have attached, but some of the logs that we need to see are missing. Please could you upload the contents of the folder C:\Windows\Temp\DisplayLink so that we can see those that are missing.

One initial thing that I can see from viewing the logs is that it states that the Intel HD Graphics 620 drivers are 25.20.100.6472 dated 10th December 2018. I found on Intel's website they now have 26.20.100.6912 dated 19th June 2019. Perhaps it's worth giving that one a try.

Additionally, I can see that you've installed DisplayLink's driver v9.1M1. We have a further updated release - v9.1M2 on our website now if you'd like to install that version and see if it makes any difference.

One you have uploaded the additional logs, I will be able to look into this in a bit more detail.

Hope this was at least some-way helpful.

Kind regards,
Andrew
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Old 06-26-2019, 02:56 PM   #3
traffens
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Just to pop in.

Recently I had a similar issue with my USB adapter where my event logs simply kept ending with the user-mode driver crash.

Replacing the hardware subsequently fixed my issue.
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Old 07-08-2019, 08:20 AM   #4
AndrewJDawson
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Thanks for the input traffens - that's very good of you.
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