Problem on Dell Laptop

rmoorman98 · 08-13-2013, 10:06 PM

We have been using the DisplayLink for about six months with no problems until recently our cubicles got reconfigured. I was out of town so my PC and monitors got tore down without me being around.

I have three monitors. The two main monitors are plugged into the back of the docking station with the DisplayLink plugged into a USB port.

For awhile I was able to unplug the DisplayLink after shutting down for the evening. Then in the morning after booting up I could plug in the usb port and get things to work. It took from 10 to 20 minutes.

Today I request our Tech Support to assist and now it's really buggered up. After removing the DisplayLink software, taking the system down and back up, I plug in the DisplayLink usb port. All monitors go dark and stay that way. If I unplug the usb I get my original two monitors back.

I will attach the log files. Thanks for any help you can provide.

JamesH · 08-14-2013, 10:01 AM

Hi,

It looks like there was an issue with the uninstall - reinstall.

Please try these steps:
1. Disconnect the DisplayLink device
2. Uninstall the DisplayLink software
3. Download and run the cleaner tool from here:
http://www.displaylink.com/support/ticket.php?id=297
4. Install the DisplayLink software
5. Connect the DisplayLink device

Let me know how you get on.

Thanks,
James

rmoorman98 · 08-14-2013, 01:55 PM

James,

Thanks for the quick reply.

I followed your suggestion but still get the same results.

When do step 5 to connect the DisplayLink device all three monitors end up blacked out.

Monitor 1 - connected via the 16 pin connector on the back of my docking station has an orange light.

Monitor 2 - connected via the serial port on the back of my docking station has a blue light indicating that it is currently recognized.

Monitor 3 - connected via the DisplayLink has a blue light.

Any other suggestions?

BTW, I installed the lasted DisplayLink software from this website when I did step 4.

Thanks again for any and all help you can provide.

JamesH · 08-14-2013, 02:19 PM

Hi,

What make and model of dock are you using?

Thanks,
James

rmoorman98 · 08-14-2013, 02:47 PM

I have a Dell Lattitude E6410 laptop with an E-Port replicator.

I'm not finding a model number on the replicator.

The stand is model OPW395.

All this equipment is about 3-4 years old.

One item of note is that this configuration worked well until we tore it down for the cubicle move and then attempted to put it back together.

rmoorman98 · 08-14-2013, 08:23 PM

One additional item that I failed to mention is that I'm on my second "DisplayLink" component. Tech Support had the idea that perhaps the first component had gone bad and brought me a second.

In my mind this lends further proof that the problem is in the laptop in that a setup file or setting is not getting cleared or set properly.

JamesH · 08-15-2013, 12:42 PM

Hi,

What make and model replacement adapter were you supplied with?

Thanks,
James

rmoorman98 · 08-15-2013, 01:06 PM

USB 2.0 DISPLAY ADAPTER

Model: UGA-2X-A REV. B

rmoorman98 · 08-16-2013, 03:05 PM

James,

Thanks for your help so far.

This morning I requested Tech support to bring me one more DisplayLink component.

They did. In addition, we flipped two monitors and connected the DisplayLink to one of the monitors that had previously been connected to the replicator.

We plugged it in. It reinstalled the software from the windows directory on my hard drive and is now working perfectly.

I think that somehow I had brought the last DisplayLink component to it's knees as I uninstalled, reinstalled, unplugged, replugged over and over again.

Well I'm happy to be back in business and thanks for your assistance.

08-14-2013, 10:01 AM	#2
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi, It looks like there was an issue with the uninstall - reinstall. Please try these steps: 1. Disconnect the DisplayLink device 2. Uninstall the DisplayLink software 3. Download and run the cleaner tool from here: http://www.displaylink.com/support/ticket.php?id=297 4. Install the DisplayLink software 5. Connect the DisplayLink device Let me know how you get on. Thanks, James

08-14-2013, 01:55 PM	#3
rmoorman98 Junior Member Join Date: Aug 2013 Posts: 6	James, Thanks for the quick reply. I followed your suggestion but still get the same results. When do step 5 to connect the DisplayLink device all three monitors end up blacked out. Monitor 1 - connected via the 16 pin connector on the back of my docking station has an orange light. Monitor 2 - connected via the serial port on the back of my docking station has a blue light indicating that it is currently recognized. Monitor 3 - connected via the DisplayLink has a blue light. Any other suggestions? BTW, I installed the lasted DisplayLink software from this website when I did step 4. Thanks again for any and all help you can provide.

08-14-2013, 02:19 PM	#4
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi, What make and model of dock are you using? Thanks, James

08-14-2013, 02:47 PM	#5
rmoorman98 Junior Member Join Date: Aug 2013 Posts: 6	I have a Dell Lattitude E6410 laptop with an E-Port replicator. I'm not finding a model number on the replicator. The stand is model OPW395. All this equipment is about 3-4 years old. One item of note is that this configuration worked well until we tore it down for the cubicle move and then attempted to put it back together.

08-14-2013, 08:23 PM	#6
rmoorman98 Junior Member Join Date: Aug 2013 Posts: 6	One additional item that I failed to mention is that I'm on my second "DisplayLink" component. Tech Support had the idea that perhaps the first component had gone bad and brought me a second. In my mind this lends further proof that the problem is in the laptop in that a setup file or setting is not getting cleared or set properly.

08-15-2013, 12:42 PM	#7
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi, What make and model replacement adapter were you supplied with? Thanks, James

08-15-2013, 01:06 PM	#8
rmoorman98 Junior Member Join Date: Aug 2013 Posts: 6	USB 2.0 DISPLAY ADAPTER Model: UGA-2X-A REV. B

08-16-2013, 03:05 PM	#9
rmoorman98 Junior Member Join Date: Aug 2013 Posts: 6	James, Thanks for your help so far. This morning I requested Tech support to bring me one more DisplayLink component. They did. In addition, we flipped two monitors and connected the DisplayLink to one of the monitors that had previously been connected to the replicator. We plugged it in. It reinstalled the software from the windows directory on my hard drive and is now working perfectly. I think that somehow I had brought the last DisplayLink component to it's knees as I uninstalled, reinstalled, unplugged, replugged over and over again. Well I'm happy to be back in business and thanks for your assistance.