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-   -   Sabrent displaylink (https://displaylink.org/forum/showthread.php?t=65427)

Luke05478 08-07-2017 01:37 PM

Sabrent displaylink
 
I've been using the DS-RICA since April with no issues, I've been on the creators update of win 10 for over a month now, no issues. But this morning when I came in and plugged into the dock, it gave me the Blue screen frowny face with the error "system_service_exception" and "dxgkrnl.sys" please help! I already have the most up to date driver...8.2 M3

AlbanRampon 08-07-2017 02:29 PM

Hello,
It is technically impossible for the DisplayLink driver 8.0+ to create a BSoD (blue screen of death) on the Windows 10 Anniversary Update and newer, unless the wrong driver is hacked into place by using an MSI install, as the new driver has no kernel mode driver and doesn't directly with interact with kernel mode driver either.

DXGKRNL.SYS is DirectX Kernel driver. It's expected that a kernel mode driver creates BSoD when having a failure, as this is what the BSoD is about. It's too low level to be able to display a nice message on the screen.

I would recommend you find new graphics drivers for your primary graphics card.
DirectX is unlikely to be the source of the issue.
What's likely to be the problem is using graphics drivers from pre-Windows 10 Creators Update on that OS and that driver not matching the OS requirements.
If you use the third link in my signature to use our tool, and paste the content of the System_Details.txt file which will be created in a folder on your computer desktop, I can look into what is the latest graphics driver for your machine.

Kind regards,
Alban

Luke05478 08-08-2017 01:43 AM

Thanks in advance for whatever help you can provide, see text file contents below....

Support Tool Version: 1.0.0.27

--------- Computer Info ---------

Computer Name: SBC
Logged on as: SBCJOLLEY\llamonda
Computer: TOSHIBA - Satellite S75-B 1G014227U
OS: Microsoft Windows 10 Pro (x64-based PC), No Service Pack, English
OS Build: 10.0.15063.0 (Debug = False)
OS Build Label: 15063.rs2_release.170317-1834
System Bios: Version 5.20 built 2015/10/07
CPU: Intel(R) Core(TM) i7-4720HQ CPU @ 2.60GHz
Number of Cores: 8
Physical Memory:
Bank 0 8Gb DIMM0 Synchronous 1600ns M471B1G73QH0-YK0
Bank 2 8Gb DIMM2 Synchronous 1600ns M471B1G73QH0-YK0
Free Space: 680691 MB
Primary Resolution: 1920x1080x32
Desktop Size: 1920x1080
Number of Monitors Connected: 1
Graphics: LogMeIn Mirror Driver (LogMeIn, Inc.)
Graphics Driver: 7.1.542.0 Dated 2009/05/22
Graphics: Intel(R) HD Graphics 4600 (Intel Corporation)
Graphics Driver: 20.19.15.4549 Dated 2016/11/10
WEI Base Score is 5.8, CPU 7.5, RAM 7.8, GPU 5.8, Gaming 9.9, Disk 5.9
Desktop Mode: Aero
Password required after wakeup: Unknown
Running on battery. Percentage = 66
Power Profile: @%ProgramFiles%\Toshiba\TECO\TecoMUI.dll,-165 - @%ProgramFiles%\Toshiba\TECO\TecoMUI.dll,-166
DL Versions incorrect:
File Location: C:\WINDOWS\System32\dlumd10.dll
Version: 8.2.2139.0
File Location: C:\WINDOWS\System32\dlumd11.dll
Version: 8.2.2139.0
File Location: C:\WINDOWS\System32\dlumd64.dll
Version: 8.2.2139.0
File Location: C:\WINDOWS\System32\dlumd9.dll
Version: 8.2.2139.0
File Location: C:\WINDOWS\System32\drivers\dlkmd.sys
Version: 8.2.2139.0
File Location: C:\WINDOWS\System32\drivers\dlkmdldr.sys
Version: 8.2.2139.0
File Location: C:\WINDOWS\SysWOW64\dlumd10.dll
Version: 8.2.2139.0
File Location: C:\WINDOWS\SysWOW64\dlumd11.dll
Version: 8.2.2139.0
File Location: C:\WINDOWS\SysWOW64\dlumd32.dll
Version: 8.2.2139.0
File Location: C:\WINDOWS\SysWOW64\dlumd9.dll
Version: 8.2.2139.0


Monitors Connected:
Manufacturer: CMN ProductCode: 1737 Serial: 0 Built: 39/2014

Installed Packages:

DisplayLink Core Software (8.2.2152.0) on 2017/08/07 Status is Installed

Third party layout applications running:

No third party layout utilities are found

USB3.0 Host Controller Drivers Installed:

Name: Intel(R) USB 3.0 eXtensible Host Controller - 1.0 (Microsoft)
Driver Provider: Microsoft
Driver Version: 10.0.15063.296
Driver Date: 2017/04/27
Device ID: PCI\VEN_8086&DEV_8C31&SUBSYS_FF1E1179&REV_05\3&115 83659&0&A0

Installed Video Codecs:


Connected USB Devices:


DisplayLink Version: 8.2.2152.0
DisplayLink Installer Source: Normal or WU installed
DisplayLink Audio Version: 1.54.0.0 (DisplayLink USB Audio 2.0 Class Driver)
DisplayLink Ethernet Version: 2.34.17.0 (DisplayLink USB CDC NCM Driver)
DisplayLink USB Version: DisplayLinkUsbIo_x64_8.2.2152.0.sys (2.91.0.0 DisplayLinkUsb - Kernel Driver)
DisplayLink RS Version:No DL RS driver found.

--------- Nivo Info ---------

Attached USB device(s) matching our VID:


Nivo's that have been attached:
USB_4307-U3D2360208418^0
USB_4307-U3D2360208418^1

Hardware IDs:


Large screen boost:
Supported
Boost policy G setting: Default

AlbanRampon 08-08-2017 09:04 AM

Thanks Luke,
Could you please let me know how you installed the driver?
The situation you are in shouldn't happen and I would like to understand how it ended up like this!
Was it pushed by the IT dept, did you use SETUP.EXE or any other method?

Please do the following to recover:
1. Keep device disconnected.
2. Use our cleaner to remove everything: see http://support.displaylink.com/knowl...rticles/724494
3. Reboot
4. Plug the device. It will fetch the Windows 10 Creators Update driver from Windows Update.

Kind regards,
Alban

Luke05478 08-08-2017 12:38 PM

When I first got the dock I just plugged it in and it worked just fine, then about two months ago it just stopped working and wouldn't connect to my external monitors. I went to the website figuring the drivers from sabrent/display link would work best, installed it and it started working again until just yesterday. I used the download from the website. Going to try your recommendation and will let you know....

AlbanRampon 08-08-2017 12:56 PM

Ok, would you please be able to upload the full zip created by the tool?
Only employees can download it. I want to see the installation logs.

Luke05478 08-08-2017 12:56 PM

So I ran the cleaner, rebooted, when I plugged the dock in it ran device setup and when it went to switch to the external monitors it blue screened me again

AlbanRampon 08-08-2017 01:04 PM

Hello Luke,
Would you please be able to post the ZIP created by the support tool?
I just checked and 8.2.2152 is not on Windows Update for that product.
For Windows 10 Creators Update, this is 8.2.1952.

The logs will also include the dump file created so I can analyse it.

Kind regards,
Alban

Luke05478 08-08-2017 01:12 PM

1 Attachment(s)
Here you go......so I should download 8.2.1952 instead, correct?

Luke05478 08-08-2017 01:33 PM

so some further information.....If I plug the dock in from when the laptop is completly shut down and power up, it seems to be working just fine. If I unplug the dock while it's powered on....continues on with no issues, but if I try to plug the dock in while the laptop is already on....I get the Blue Screen.....


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