Go Back   DisplayLink Forum > DisplayLink Graphics Technology > Windows Software

Reply
 
Thread Tools Search this Thread Display Modes
Old 08-07-2017, 01:37 PM   #1
Luke05478
Junior Member
 
Join Date: Aug 2017
Posts: 10
Exclamation 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
Luke05478 is offline   Reply With Quote
Old 08-07-2017, 02:29 PM   #2
AlbanRampon
Senior Member
 
AlbanRampon's Avatar
 
Join Date: Sep 2015
Location: Cambridge, UK
Posts: 1,678
Arrow

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
__________________
Alban Rampon
Senior product manager, universal docking stations and accessories
"DisplayLink is proud to be a Synaptics brand."

Where to download the latest DisplayLink drivers
How to clean up a corrupted installation
How to report issues to DisplayLink for a speedy resolution
AlbanRampon is offline   Reply With Quote
Old 08-08-2017, 01:43 AM   #3
Luke05478
Junior Member
 
Join Date: Aug 2017
Posts: 10
Default

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
Luke05478 is offline   Reply With Quote
Old 08-08-2017, 09:04 AM   #4
AlbanRampon
Senior Member
 
AlbanRampon's Avatar
 
Join Date: Sep 2015
Location: Cambridge, UK
Posts: 1,678
Default

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
__________________
Alban Rampon
Senior product manager, universal docking stations and accessories
"DisplayLink is proud to be a Synaptics brand."

Where to download the latest DisplayLink drivers
How to clean up a corrupted installation
How to report issues to DisplayLink for a speedy resolution
AlbanRampon is offline   Reply With Quote
Old 08-08-2017, 12:38 PM   #5
Luke05478
Junior Member
 
Join Date: Aug 2017
Posts: 10
Default

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....
Luke05478 is offline   Reply With Quote
Old 08-08-2017, 12:56 PM   #6
AlbanRampon
Senior Member
 
AlbanRampon's Avatar
 
Join Date: Sep 2015
Location: Cambridge, UK
Posts: 1,678
Arrow

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.
__________________
Alban Rampon
Senior product manager, universal docking stations and accessories
"DisplayLink is proud to be a Synaptics brand."

Where to download the latest DisplayLink drivers
How to clean up a corrupted installation
How to report issues to DisplayLink for a speedy resolution
AlbanRampon is offline   Reply With Quote
Old 08-08-2017, 12:56 PM   #7
Luke05478
Junior Member
 
Join Date: Aug 2017
Posts: 10
Default

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
Luke05478 is offline   Reply With Quote
Old 08-08-2017, 01:04 PM   #8
AlbanRampon
Senior Member
 
AlbanRampon's Avatar
 
Join Date: Sep 2015
Location: Cambridge, UK
Posts: 1,678
Arrow

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
__________________
Alban Rampon
Senior product manager, universal docking stations and accessories
"DisplayLink is proud to be a Synaptics brand."

Where to download the latest DisplayLink drivers
How to clean up a corrupted installation
How to report issues to DisplayLink for a speedy resolution
AlbanRampon 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 11:43 AM.


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