Toshiba R930, Win 7 x64 Enterprise, Targus ACP70USZ, artifacts then blank screen

dth4310 · 08-07-2013, 01:56 PM

I've updated all of my drivers and device firmware appropriately, and the displaylink icon and software appears to be running and believe the monitor hooked up to the USB3 dock is connected.

On initial hookup, I get a display on the connected monitor that looks like it's "trying" - either completely distorted view of my desktop with what looks like interference lines, or a surrealist view of my desktop that looks like when overscan isn't set correctly. After a short period of time, that monitor will go blank. Displaylink still believes it to be connected, but it does not show any text.

I've attached a picture of the distorted view, which also shows the surrealist bits i'm referring to. The noise lines arent ALWAYS there. I originally had 2 monitors hooked up to the dock, and both of them exhibited the same behavior (HDMI>DVI and DVI direct).

I've taken the appropriate support file dump, but do not want to post ALL data as this is laptop a company asset. Let me know if something specific may be helpful to troubleshooting.

I should note that all other hub functionality appears to be working okay, it's just the display bits that I can't get working.

-----

Support Tool Version: 1.0.0.18
Displaylink debug tool is not able to collect some information about the setup

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

Computer Name: REDACT
Logged on as: REDACT
Computer: TOSHIBA - PORTEGE R930 XC112669H
OS: Microsoft Windows 7 Enterprise (x64-based PC), Service Pack 1, English
OS Build: 7601 (Debug = False)
System Bios: Version Version 6.50 built 2012/11/26
CPU: Intel(R) Core(TM) i5-3320M CPU @ 2.60GHz
Number of Cores: 4
Memory: 8070 MB
Free Space: 42254 MB
Primary Resolution: 1920x1200x32
Desktop Size: 5520x1200
Number of Monitors Connected: 3
Graphics: Intel(R) HD Graphics 4000 (Intel Corporation)
Graphics Driver: 9.18.10.3165 Dated 2013/05/07
WEI Base Score is , CPU , RAM , GPU , Gaming , Disk
Desktop Mode: Aero

Monitors Connected:
HP 2311xi Manufacturer: HWP ProductCode: 301C Serial: CNT24036DM Built: 40/2012
DELL 2405FPW Manufacturer: DEL ProductCode: A010 Serial: T6133612269S Built: 1/2006
LCM-22w3 Manufacturer: WDE ProductCode: 2203 Serial: 0 Built: 6/2007

Installed Packages:

DisplayLink Graphics (7.3.49122.0) on 2013/08/06 Status is Installed
DisplayLink Core Software (7.3.49122.0) on 2013/08/06 Status is Installed

Third party layout applications running:

igfxpers.exe Is running

USB3.0 Host Controller Drivers Installed:

Name: Intel(R) USB 3.0 eXtensible Host Controller
Driver Provider: Intel(R) Corporation
Driver Version: 1.0.8.251
Driver Date: 2013/02/22
Device ID: PCI\VEN_8086&DEV_1E31&SUBSYS_00011179&REV_04\3&115 83659&0&A0

Installed Video Codecs:

Connected USB Devices:
(Standard system devices) - USB Input Device
(Standard USB Host Controller) - USB Composite Device
Microsoft - TOSHIBA Web Camera - HD
(Standard USB Host Controller) - USB Composite Device
DisplayLink - Targus USB3.0 DV Docking Station
Intel(R) Corporation - USB 2.0 MTT Hub
Intel Corporation - Intel UoIP Bus
DisplayLink Corp. - DisplayLink Display Adapter (4306)
Intel(R) Corporation - USB 3.0 Hub
Intel(R) Corporation - USB 2.0 Hub
DisplayLink - Targus USB Audio
Intel(R) Corporation - USB 2.0 MTT Hub
DisplayLink - Targus Giga Ethernet
Toshiba - Bluetooth V4.0 Module
(Standard system devices) - USB Input Device
(Standard system devices) - USB Input Device
AuthenTec - AuthenTec Inc. AES1660

DisplayLink Version: 7.3.49122.0
DisplayLink Audio Version: 1.33.0.0 (DisplayLink USB Audio 2.0 Class Driver)
DisplayLink NDIS 6 Ethernet Version: 2.18.1.0 (DisplayLink USB CDC NCM NDIS 6.2 Driver)
DisplayLink NDIS 5 Ethernet Version: 0

Optimize for Video:
Disabled (Targus USB3.0 DV Docking Station)

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

Attatched USB device(s) matching our VID:
USB\\VID_17E9&PID_4306\\20811239
USB\\VID_17E9&PID_4306&MI_00\\7&35D58FD1&2&0000
USB\\VID_17E9&PID_4306&MI_01\\7&35D58FD1&2&0001
USB\\VID_17E9&PID_4306&MI_02\\7&35D58FD1&2&0002
USB\\VID_17E9&PID_4306&MI_05\\7&35D58FD1&2&0005

Nivo's that have been attached:
USB_4306-20811239^0

Hardware IDs:
USB Composite Device
USB\VID_17E9&PID_4306&REV_0031
Targus USB3.0 DV Docking Station
USB\VID_17E9&PID_4306&REV_0031&MI_00
DisplayLink Display Adapter (4306)
USB\VID_17E9&PID_4306&REV_0031&MI_01
Targus USB Audio
USB\VID_17E9&PID_4306&REV_0031&MI_02
Targus Giga Ethernet
USB\VID_17E9&PID_4306&REV_0031&MI_05

JamesH · 08-07-2013, 03:54 PM

Hi,

Specifically I need the all the logs starting with the name DisplayLink.
Can you zip those up and attach?

Is the device appearing in device manager under the USB display adapters entry?

Thanks,
James

dth4310 · 08-07-2013, 06:10 PM

Thanks James - uploaded DisplayLink* logs.

I see 2 devices under USB Display Adapters (both functioning normally):
-DisplayLink Display Adapter (4306)
-Targus USB3.0 DV Docking Station

dth4310 · 08-08-2013, 03:43 PM

I have opened a case with Targus, referenced this thread, and provided the same DisplayLink logs at their request after some basic troubleshooting.

I'm currently waiting for their Tier 2 to analyze and determine whether an RMA is required. I'm interested if in your analysis James to see if it confirms what Targus finds.

JamesH · 08-09-2013, 05:35 PM

Hi,

Thanks for the information.

Are you able to try a USB 2.0 cable and see if the issue reproduces with that? It will help me identify the root cause.

Thanks,
James

TargusLevel3 · 08-09-2013, 07:00 PM

What is your Targus Incident Number?

dth4310 · 08-12-2013, 03:08 PM

Thank you to everyone for your engagement on this forum.

I have tried a USB 2.0 cable and confirm the issue is the same, no change.

Targus incident number is: 130808-000030

I was asked to provide another debug dump which I have not yet provided; though I did attach the same zip as I attached to this thread to the incident.

dth4310 · 08-13-2013, 03:41 PM

James - any luck on analysis?

dth4310 · 08-22-2013, 03:47 PM

FYI - Targus has issued a return authorization under my case to replace the unit. I'll post results after I've received the replacement.

dth4310 · 09-04-2013, 01:28 PM

I can confirm, the replacement unit that I got powered up and worked without any issues. Currently running 3 externals and the internal display.

ACP70USZ - 1920x1080 over DVI, 1680x1050 over HDMI > DVI cable.
R930 - internal - 1920x1200 over HDMI > DVI cable.

08-09-2013, 07:00 PM	#6
TargusLevel3 Member Join Date: Jun 2013 Location: California Posts: 56	What is your Targus Incident Number? What is your Targus Incident Number?

08-07-2013, 03:54 PM	#2
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi, Specifically I need the all the logs starting with the name DisplayLink. Can you zip those up and attach? Is the device appearing in device manager under the USB display adapters entry? Thanks, James

08-08-2013, 03:43 PM	#4
dth4310 Junior Member Join Date: Aug 2013 Posts: 8	I have opened a case with Targus, referenced this thread, and provided the same DisplayLink logs at their request after some basic troubleshooting. I'm currently waiting for their Tier 2 to analyze and determine whether an RMA is required. I'm interested if in your analysis James to see if it confirms what Targus finds.

08-09-2013, 05:35 PM	#5
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi, Thanks for the information. Are you able to try a USB 2.0 cable and see if the issue reproduces with that? It will help me identify the root cause. Thanks, James

08-12-2013, 03:08 PM	#7
dth4310 Junior Member Join Date: Aug 2013 Posts: 8	Thank you to everyone for your engagement on this forum. I have tried a USB 2.0 cable and confirm the issue is the same, no change. Targus incident number is: 130808-000030 I was asked to provide another debug dump which I have not yet provided; though I did attach the same zip as I attached to this thread to the incident.

08-13-2013, 03:41 PM	#8
dth4310 Junior Member Join Date: Aug 2013 Posts: 8	James - any luck on analysis?

08-22-2013, 03:47 PM	#9
dth4310 Junior Member Join Date: Aug 2013 Posts: 8	FYI - Targus has issued a return authorization under my case to replace the unit. I'll post results after I've received the replacement.

09-04-2013, 01:28 PM	#10
dth4310 Junior Member Join Date: Aug 2013 Posts: 8	I can confirm, the replacement unit that I got powered up and worked without any issues. Currently running 3 externals and the internal display. ACP70USZ - 1920x1080 over DVI, 1680x1050 over HDMI > DVI cable. R930 - internal - 1920x1200 over HDMI > DVI cable.