USB2 not working on dock

[timropp]

My wife has an ASUS 2 in 1 laptop. I bought her a displaylink USB3 dock so she could use her desktop accessories (external drives, monitor, keyboard, etc) with it. I've got the latest DL driver installed and it almost works perfectly. The external drives appear (usb3), the ethernet works, HDMI video works. However, nothing plugged into the USB2 ports on the hub work at all. Windows simply doesn't see them. Further, if I plug a USB2 device into one of the USB3 ports on the hub, it doesn't appear then either!

I tried the dock over on my desktop and it worked perfectly there, including USB2 devices. So it's not a hardware failure. It's something strange going on with her laptop. I've uninstalled and reinstalled, I've tried logging in as an admin account, etc. Nothing seems to work.

Laptop: Asus Q304, running Win10 fully updated.
Dock: Hiro H50295: https://www.amazon.com/display-unive.../dp/b00sd9ku1y

Oh, and it DID work one time on her laptop. First it didn't work, so I hooked to my desktop, where it did. Then I moved it back to her laptop and reinstalled the drivers, and it all worked. But then the next time she reconnected, it did not work and I haven't been able to get it to work again since.

[AlbanRampon]

Hello Tim,

DisplayLink technology is not with the hub in that device.

I would suggest you contact the manufacturer to get a replacement.

Kind regards,
Alban

[timropp]

I'm sorry, that doesn't make sense. Are you saying that the USB2 part of the dock is not using DisplayLink? I don't believe it's a defective dock, since it works 100% correctly with a different computer - that rules out a hardware issue.

[AlbanRampon]

This is not what I tried to say.
You wrote that you have issues with the USB slots on the product.
I'm saying this is not DisplayLink technology.

DisplayLink is a semiconductor company.
We do not design, manufacture or sell any end product.
What we do is a chip. That chip is connected to the on-board USB hub that the manufacturer has chosen to design in.
That chip can work both on USB 2 or USB 3 and does HDMI and Ethernet and audio. The driver doesn't (and cannot) control devices which don't have our hardware vendor ID.
You said you don't have a problem with the features that the chip delivers.
Therefore I'm recommending you contact the manufacturer as I have no way of debugging something my company didn't do.

Kind regards,
Alban