Device Not Detected: No Monitor

[Peelman]

Hello,

I have a user I am providing remote assistance to. She experienced power issues in her home over the weekend and the monitors to her dock have not returned since. All other devices attached to the Targus USB hub are detected (mouse, keyboard, printer, and network connection). However, it does not seem to recognize that a video device is detected. There is no display link icon in the system tray of the Windows 7 machine.

I tried having her remove and reseat all cables as well as try a different USB port on her laptop to resolve the issues. Windows would see the mouse and keyboard attached to download the driver for them, but the monitor would not work. I had her unplug the device and uninstalled/re-installed the latest DisplayLink software and the outcome was the same. When installing the software, it did give me a popup that it detected my "USB 3.0 host controller drivers could be incompatible," but I updated all of the drivers from the Dell support site to the latest versions and it still gave me the same warning. I also did not think this would be an issue since the dock was working fine with the monitor and all for months up until this weekend.

I noticed when the dock was attached, there was an "unknown device" listed in the devices/printers for a USB HUB with Hardware ID USB\VID_05E3&PID_0612&REV_4401. It would not allow me to update through Windows update, and it was still listed there after I uninstalled and re-installed the DisplayLink software (7.5M0).

I ran the DisplayLink Debugging tool and have attached the log from there. At one point it said it did not detect the device, but it still generated the log and sees the devices attached to it.

I have another unit I am sending her in case it is a hardware failure, but I hoped someone with more experience could give some insight. It bothers me that it warns of incompatible drivers during the software install, but it had been working fine until recently. Perhaps I need to roll back the DisplayLink software version? I also saw in a previous thread here (http://www.displaylink.org/forum/showthread.php?t=61884) where a user had the same hardware ID listed and it turned out to be a hardware failure. Similar issue with the monitors not being detected, but he was on a Windows 8 machine and this is a Windows 7 machine.

Any help would be appreciated. Thanks in advance.

[JamesH]

Hi,

You may have tried this already but just to be sure please try these steps:
* Unplug the dock from the notebook
* Unplug the dock from the mains power cable
* Reconnect the dock to the mains power cable
* Reconnect the dock to the notebook

The warnings of potentially incompatible drivers are new in 7.5 M0 and this has flagged up the fact that the system has Intel USB 3.0 host controller driver v1.0.6 drivers installed. We recommend v1.0.8 and above.

Let me know how you get on.

Thanks,
James

[JamesH]

Hi,

The latest Intel USB 3.0 host controller driver can be found here:
https://downloadcenter.intel.com/Detail_Desc.aspx?DwnldID=21129

Thanks,
James

[Peelman]

Thank you for your reply and providing the download link.

The issue has not been resolved yet. I have tried the first steps you suggested on power cycling. A second system with that same model laptop and dock is now behaving the same way. I tried updating the USB driver on that one and there is no change in behavior.

[TargusLevel3]

It appears you may have defective hardware. Have you tried swapping out the dock yet?

[Peelman]

I shipped a spare dock we had to the remote user on Tuesday which they have not received yet. We have since had two more users who have that same model laptop and same Targus USB dock that are now behaving the same.

The two users in my office that this has happened to today are just back in town from the holidays. While it is possible, I would be surprised if the same hardware fault has affected three users in the same way at the same time. All of them had been working on these units for months with minimal issue.

I may try installing an older version of the software to see if that works. If the notification is new to 7.5 M0, maybe there is something else in the software that is conflicting with something in these laptops? They are Dell XPS 13 systems (L322X).

[Peelman]

The replacement dock for the remote user did not work. Additionally, there is another user in my office with the dock that has the display issues. That brings the total to 4 users on 6 different docks and all of them had their monitors and network connections crap out at the same time.

I initially thought the network connection was still working, but after having the docks fail in our office I found that was not the case. The attached keyboard/mice and USB peripherals work, but no network connection and no monitors. The network port still displays lights on activity, but the connection is not detected by the computer.

I was not yet able to test rolling back the display software as the users ended up taking the computers with them. I have access to a spare Dell XPS13 today, so I will be able to do troubleshooting on that unit.

Due to the number of hardware failures in close proximity in multiple locations, I do not think these are hardware failures. I believe something software related affected these units. Any help would be appreciated.

[Peelman]

The currently installed software version on the machine I am troubleshooting is 7.1.45135. The USB dock I am using is a Targus ACP70USZ. The firmware is the same as what is provided by Targus, v4401. I am going to try updating to different versions of the DisplayLink software to see if anything works.

I checked our managed Windows updates and nothing has been downloaded onto this machine since 12/13, a couple weeks before this issue affected our systems. No other software change on any of the laptops.

Any recommendations on what to check next would be appreciated. A hardware issue would not have affected 6 out of 6 docks at the same time.

[rmasilvia]

Hi Peelman

I am having similar issues.
I have the Targus USB 3.0 Dual Video Docking Station.
I'm using a Sony Pro 11 w/Windows 8.1

I am not able to get my monitor to work.

I've done the unplug and reconnect step.
Tried the latest 3 software.
All drivers are up to date.

Any luck with yours?

[Peelman]

I ended up finding one of the Targus docks that did work with the systems. I did troubleshooting with Targus and they are going to replace the docks that failed for me. We have less than a dozen people on these and we had 5 that failed with the same behavior within a few days just before the end of the year.

As much as I refused to believe it, it does appear to be a hardware issue. I used the one working dock in place of three of the ones that failed, and in each case simply switching out the dock and leaving the power adapter and cable connections the same worked in each case. I sent one of the bad ones to Targus and they are will process a replacement within a few weeks. Some of the users are still using the dock as a USB HUB in the meantime, so I'm slowly figuring out the logistics of who gets what when.

During the troubleshooting with Targus, we tried updating the USB HUB, the graphics driver, and the DisplayLink software to 7.5. Nothing worked and they agreed to do the RMA. When I came across a working dock, the three systems I tested it on had different DisplayLink versions and likely different drvier versions from when they were first configured within the last year. Worked on all of them, so it did not appear the software/drivers contributed at all.

[rmasilvia]

Got it thanks for you reply.
I have another one at work so i'll get that one a try, since it was a working one (w/different computer).