Windows 10 - tried 2 new docks - monitors disconnect when 2 external monitors connect

[Johngibson]

I have been battling dock failures for over a week now. Same issue exhibits on 2 new docks (Toshiba Dynadock USB 3.0, and currently on HP 3005PR).

All windows updates installed, Displaylink cleaner used, 7.9 M2 Displaylink driver installed. All USB power saving disabled, and every driver change I found on the WWW attempted. New cables, tried USB 2.0 rather than 3.0. Purchased and installed a powered Pluggable USB Hub ..Still problems:

The HP dock will only drive the monitor attached to the HDMI port, any time I try to connect to the DisplayPort (to a native DisplayPort monitor, or other monitors using DVI etc.) the dock stops driving both monitors. The laptop monitor continues to function, but both Displaylink attached monitors freeze. A reconnect solves for moments, then the same. If I only attach the HDMI monitor I can keep the dock working. I have attached the output of the Displaylink Support Tool here for investigation.

Thanks in advance for any advise, I am very savvy in troubleshooting, and will gladly jump in to assist in any way possible. From looking over the WWW many, many users are having the same issues.

[JamesH]

Hi,

Can you attach the output of this tool so I can try and replicate?
http://support.displaylink.com/knowledgebase/articles/533818-how-can-i-report-issues-to-displaylink

Thanks,
James

[Johngibson]

Thanks for the quick reply...I believe that I did attach the output of the tool to my initial post. If you need something different, please just let me know, but everything should be in the attached zip file in the first post.

[Johngibson]

Sorry...I zipped the log files in my in my initial post. Please see the output file here.

[Johngibson]

Also to offer additional information...Yes I know that the 3005PR does have an older version of Displaylink on its internal memory. I have ensured that this (and other) older versions of Displaylink are not installed. Used latest drivers by installing prior to attaching dock.

[Johngibson]

I re-ran the debug tool with advanced options turned on. When it was gathering information I attached the Displayport monitor, near the end of the support tool data gathering, the dock monitors disconnected (the issue to be resolved). There are 2 new versions of the logs in this post, one from during the failure, and the last is after disconnecting the dock and the DisplayPort monitor and working with the HDMI monitor. Hopefully the support tool captured this event and other meaningful information in the new logs attached here.

[Johngibson]

BTW...I wanted to let you know that I also tried all the ideas Displaylink has listed here: http://support.displaylink.com/knowledgebase/articles/544228-how-to-fix-your-displaylink-product-from-repeatedl

In addition I have used different monitors, monitor cables and adapters, everything tried has the same result.

[JamesH]

Hi,

Thanks for the additional info.

Can you let me know the make & model of monitor that failed to work over a DisplayPort connection?

Is there a DisplayPort output on your notebook? If so can you check if you have the same issue when directly connencted?

Would you be able to check if this issue specific to your Toshiba notebook and also specific to Windows 10?

I'll see if I can reproduce internally.

Thanks,
James

[Johngibson]

My PC is a Samsung Samsung ATIV XE700T1C-A01US

I have tried 3 different monitors, with various direct connections, DVI, Displayport, and HDMI. All behave the same way regardless of cables used, adapters used, or monitors used.

Again...the hookup from the HP 3005PR works when using the HDMI output regardless of connection to the monitor, or monitor used. Currently this display is using the HDMI output from the 3005PR that goes into an HDMI to DVI adapter into the DELL P2011h. The other monitor is also a P2011h. But I have also tried a DELL U2414h trying the direct Displayport out from the dock to the Displayport input to the U2414h, but this does not solve the issue...the dock freezes regardless of which monitor is connected, and regardless of the cable(s) tried.

My PC does not have a Displayport output, it is in a simple power/USB dock. This dock is connected to the HP3005pr. Yesterday I did an image of the PC, did a complete clean Windows 10 install, first software installed after Windows 10 and updates was the Displaylink software...so this was an absolute virgin setup. No other software installed no AV etc. I then connected the HP3005pr, but the exact same issue comes up. Any time the Displaylink Displayport is used the dock crashes. Can only use one monitor connecte to the dock HDMI output. This (in my opinion) rules out any other software causing the issue.

I also took the new powered USB hub out of the mix as this did not help (but was and expensive attempt :) )

[JamesH]

Hi,

Thanks for the additional info.

I've got hold of a 700T and will try and repro.

Thanks,
James

[Civilwarrior]

I am having the same issue as the OP. I have tried everything I can think to resolve the issue of my USB monitor not working after upgrading to windows 10, but I have to go to work and earn money, which is infinitely preferable to bashing my head against the desk at home. Attached is the support file.

[JamesH]

@Civilwarrior

Hi,

Can you try these steps?

1. Open the registry (run regedit.exe) and delete the this key:
HKLM\SYSTEM\CurrentControlSet\Control\GraphicsDriv ers\Configuration
2. Delete the this key
HKLM\SYSTEM\CurrentControlSet\Control\GraphicsDriv ers\Connectivity
3. Exit regedit tool and reboot.

Let me know how you get on.

Thanks,
James

[Johngibson]

Hello, I backed up my Registry, then deleted both keys as you directed. After a reboot, some basic display settings were gone (as you would expect). Connected dock with monitor on the HDMI port that was originally working...still works.

Attached second monitor to DisplayPort of HP3005pr...exact same behavior. After about 30 seconds the dock crashes and I default to my laptop display only. Dock continues to function when only one external monitor is connected to the HDMI port output.

Summary: Deleting these keys results in no improvement. Thanks for the idea...keep them coming!!!

[Civilwarrior]

ran regedit.exe, and neither of those keys appear to be present.

[Johngibson]

Hello, I backed up my Registry, then deleted both keys as you directed. After a reboot, some basic display settings were gone (as you would expect). Connected dock with monitor on the HDMI port that was originally working...still works.

Attached second monitor to DisplayPort of HP3005pr...exact same behavior. After about 30 seconds the dock crashes and I default to my laptop display only. Dock continues to function when only one external monitor is connected to the HDMI port output.

Summary: Deleting these keys results in no improvement. Thanks for the idea...keep them coming!!!

*******************
My productivity is very low without my second dock monitor working. I have used 2 monitors for many years, please let me know if you have any other ideas or what your findings from the logs are. I appreciate your assistance but really need to resolve this ASAP!

[Johngibson]

James...Any new ideas to try out? I will gladly try any beta drivers etc. and give you meaningful feedback to work towards a solution. Thanks!

[JamesH]

Hi,

Having now got the right 700T (the one I had before was an older variant) I'm currently installing Windows 10 and will report back with my findings tomorrow.

Thanks,
James

[Johngibson]

Thank you James

[Johngibson]

James...any updates or activities you want me to try?

FYI another interesting development. I used one of the USB ports on the front of the HP3005pr to plug in a thumb drive. This also caused the dock to crash...thought you might find this development informative.

[Johngibson]

James,

Interesting development...I borrowed a Targus ACP70USZ from a friend to try. I wanted to see if the results were different. Low and behold both attached monitors (and my PC monitor) work without any crashes. This dock has one monitor connected via HDMI and the other via DVI.

I hope this offers you some information to help troubleshoot my HP3005PR. I am sure you have more information...but from my cursory look this Targus dock has a different chipset than the HP3005PR. So perhaps some driver changes are in order to support the DisplayPort connection and/or chipset.

I look forward to your response, and thank you!

[JamesH]

Hi,

I've tried to reproduce this on the HP3005PR I have with the same Samsung 700T but no luck...

Can you try installing the 7.9 M2 software on another notebook/pc/tablet and then connecting your 3005PR to it?. If you all is well on that notebook, please connect the HP3005PR back to your tablet.

Thanks,
James

[Johngibson]

James,

I installed 7.9 M2 on a DELL E7250 running windows 7. This machine has never had Displaylink ever previously installed. Install completed, connected HP3005PR with same two DELL monitors. One connected via HDMI the other with a DisplayPort to DVI cable (no adapter). Within about 3 minutes the dock crashed with monitors frozen. Exact same behavior as on the other PC. FYI the USB connected mouse receiver continued to function.

After this I installed the DisplayLink support tool on the new PC, during running of this tool, the new PC blue screened! I restarted and re-ran the support tool. Files attached here from that new PC.

Short story, HP3005PR fails when monitor connected to DisplayPort, functions fine with only one monitor connected to HDMI output. Exact same behavior as previously on original PC. Please advise as to next steps.

[Johngibson]

James...Any feedback? This issue has been open/unresolved for some time and I really need to get my 2 monitors working. Again, this issue has been manifesting across 2 different manufacturers of docks, not just the HP3005PR, so it is my assertion that there is a driver/software underlying the problems.

Is there new drivers in the works? I would be willing to beta test or assist in any way I can. Please Advise...

[Johngibson]

James....can you please provide an update?

[JamesH]

Hi

I'll get back to you by EOB tomorrow.

Thanks
James

[JamesH]

Hi,

From analysis of this we thought this might be an electrical issue but the fact that it is seen on different docks makes this highly likely to be a video cable issue.

Can you try obtaining this adapter?
http://www.amazon.co.uk/FH973AA-HP-Display-DVI-D-Adapter/dp/B001GV232A

I think it should fix this issue.

Thanks,
James

[Johngibson]

James,

I purchased one of these early on in my troubleshooting process. At that time it did not resolve any if the issues...however I will dig it out and try it again and report my findings.

[Johngibson]

James,

Re-tried the DisplayPort to DVI adapter, dock worked for about 3-4 minutes then crashed...same behavior as previous. Have attached a picture of the adapter so you know I am sincere. :(

[Johngibson]

James...another picture of the adapter just to show you it is identical to that which you suggested.

[JamesH]

Hi,

Understood - can you send me the make and model of that adapter?

Thanks,
James

[Johngibson]

The label states:

LUXSHARE-ICT

Looks like the model # is L56D3003-R(B)

[Johngibson]

James....we are pushing a month on this issue, I truly appreciate your efforts, but I am still unable to utilize 2 monitors on this and the other dock I have tried. Are you able to see if there is a driver issue at play here? I really would like to have this resolved. Thank you!

[Johngibson]

James...any updates??? PLEASE? I really need resolution and have complied with all your requests and ideas

[Johngibson]

Can Someone please offer and update or plan of attack?

[JamesH]

Hi,

At the moment my money is on the video adapter cable you have being behind this issue. Although they all look the same they do differ significantly. The HP one I mention is one I know to work as it's one we test with. The Dell one you have is not one we test with.

If you can wait I will contact one of our overseas engineers to get a definitive answer on the video adapter cables as they work directly with the manufacturers.

Thanks,
James

[Johngibson]

Thanks for the contact! I have tried 5 different cables but am certainly open to purchasing exactly what you recommend. Please let me know the SKU's and I will move from there.

[JamesH]

Hi,

Can you try using a wired mouse? I see from an earlier post that you are using a wireless usb mouse. Just want to rule that out whilst I'm waiting to hear back on the adapter situation.

Thanks,
James

[Johngibson]

James,

I did as you requested, removed wireless mouse receiver from dock, connected a wired mouse, rebooted. The dock froze in about 7 minutes, perhaps stayed connected slightly longer than before, but still ended up with a monitor disconnect/freeze.