HP 3005pr USB 3.0 Port replicator disconnecting

[Dominick]

We just purchases a HP SpectreXT Pro Laptop (Model H5F21EA) with a HP 3005pr USB 3.0 Port replicator (Model H1L08AA)for a customer.

Minor Issue

The first issue that we had with the unit was that it assigned the drive letter F: to the internal storage on the docking station, F: is our main network drive letter. We were unable to find out how to change this assignment as the normal method of changing drive letters in the Disk Manager section of Computer Management wouldn't work. To get around the problem we just disabled the drive in the device manager. I'm sure there must be a better way of doing this.

Major Issue

The port replicator keeps disappearing from the Laptop and as a result louses the LAN connection and switches off the second screen. We have disabled any power management options that we can find on the Laptop but it keeps happening. We unplug the USB cable from the laptop and then reconnect it, the LAN connection and screen reconnect and work as normal until again they are disconnected form the Laptop.

The Laptop is as follows:

Computer: Hewlett-Packard - HP SpectreXT Pro 13-b000 PC CND3310T5T
OS: Microsoft Windows 7 Professional (x64-based PC), Service Pack 1, English
OS Build: 7601 (Debug = False)
System Bios: Version F.25 built 2013/06/13
CPU: Intel(R) Core(TM) i7-3537U CPU @ 2.00GHz
Number of Cores: 4
Memory: 3998 MB

We have downloaded the latest drivers from the HP web site and installed them, (version 7.1.44304.0 (29 Jan 2013)) they made no difference.

We removed/uninstalled the drivers and installed the latest Display Linlk drivers, they made no difference.

DisplayLink Graphics (7.4.50444.0) on 2013/09/12 Status is Installed
DisplayLink Core Software (7.4.50415.0) on 2013/09/12 Status is Installed


We remove/uninstalled the Intel(R) USB 3.0 eXtensible Host Controller and installed its latest drivers, again it made no difference.

Source: https://downloadcenter.intel.com/Detail_Desc.aspx?DwnldID=21129

Driver Version: 1.0.9.254
Driver Date: 2013/07/18

We have made sure that Laptop is fully up-to-date with all windows updates.

The customer is now at the stage of rejecting both the laptop and docking station as they do not function as advertised, which is very annoying as both parts are HP parts, high spec and brand new.

[JamesH]

Hi,

I've raised this internally for further investigation.

Thanks,
James

[JamesH]

Hi,

The support logs tell us that USB connection errors have occurred.

Can you see if this happens on the other USB3 port and on the USB2 port?

If possible please try another USB cable.

Thanks,
James

[thacheese]

i found while i was having those issues disabling sound and ehternet devices helped stability. mine was on a 2.0 port.

[Dominick]

Hi James

The Laptop is an Ultrabook, it only has 1 USB3 port and 1 USB2 port.

I connected the docking station to the USB2 port with the original HP supplied USB cable and the LAN port is still working after 10 Hours, typically it would fail on the USB 3 port after 2-3 hours.

However we need it to work on the USB 3 port as this is what the HP Laptop / HP docking station was advertised as being able to do and our customer wants to use the USB 3 ports on the HUB on the docking unit as there is one one USB3 port on the Laptop.

Any suggestions as to how to get this to work ?

[JamesH]

Hi,

Can you try another USB 3.0 cable?

Thanks,
James