|
XPS 13 Kensington Sd3500v disconnects
2 Attachment(s)
Dell XPS 13 (L322X)
Kensington sd3500v (dual display) http://www.kensington.com/kensington...(sd3500v).aspx Anker USB 3.0 dual display http://www.ianker.com/product/68ANDOCKS-BA Windows 7 Enterprise x64 8.00G Ram Displaylink USB Graphics Software for Windows 7.4 M0 22 Aug 2013 USB 3.0 Driver: Intel USB 3.0 eXtensible Host controller driver for intel 7 chipset family v1.0.9.254 08/15/2013 (directly from intel since dell's is older and this was recommended in displaylink knowledge base) Unit disconnects, video returns to laptop display, initializes again and eventually returns to displaylink monitors Network will drop during this on displaylink Ethernet Left USB 3.0 Powershare port has the most problems! Right USB 3.0 port seems the most stable. Configured the laptop so that the lid could be closed and only the dual displaylink displays were active. Ended up pulling the units from the user as nothing seemed to fix the issue. A replacement laptop has been dispatched, but after testing with 2 different systems this week that will not fix the ultimate problem. We have tested with 2 different Kensington Sd3500v units and 1 Anker Dual Video unit. Current configuration for testing... Touchpad disabled when external mouse connected through touchpad software. USB keyboard and mouse plugged into displaylink Wireless disabled with softkeys Ethernet plugged in 1G switch HDMI to HDMI/dvi adapter to dvi on monitor dvi to dvi/vga adapter to vga on monitor 2 dell 2208wfp monitors power pack plugged in and power light nice blue glow headphones and mic plugged into displaylink User boots laptop with displaylink USB connected Waits for monitors to display desktop Connects to RDP of remote computer using all displays (2 displaylink only ones active at the time, laptop display turned off or lid closed) Randomly the screens go blank, RDP indicates a disconnection, sometimes it will reconnect on its own and the RDP will have to be maximized 2 times to get the display across both display again. Sometimes it can't connect again the RDP session times out. All programs are ran on the RDP session and no other local programs are usually active. During my testing I left the resource monitor, support tool, network properties, network details, and mspaint opened on the local laptop. inside the RDP session I used Windows 8, IE, Araxis merge, Outlook 2013, Skype, and file explorer. I could not associate it to using any of those programs in the RDP session. I collected some logs in advance mode using the support tool. I also had the win 7 resource monitor open and included a screenshot. I notice that about the time there is an issue that there is also major cpu usage also. The included screenshot is as soon as I had enough control again to start the support tool and take a screenshot. I also tested with a way older laptop without only 2.0 USB. I noticed when using all 3 displays that the resource monitor would be high, drop to 0 on everything, the disconnect would happen, and then it would return to the high spot, and then eventually calm down. Attached is the report from the XPS and screen cap shortly after I had control of the computer again. What is going on here? 3 different units, 2 different computers, 2 different RDP computers. Interesting it happened once while I was generating this post and has not happened since. I expect it will return at some point so I know it can work properly sometimes. |
Hi,
Can you try a different USB 3.0 cable? The support logs contain a lot of USB connection errors. Thanks, James |
4 Attachment(s)
Ok I only have the 3 cables that came with the 3 units we purchased. Since all 3 units display this issue I am not certain I have a cable that works. I will go ahead and borrow the cable from the Anker unit and use it on the Kensington unit just to see what happens.
I did have another issue today before the cable swap and gathered information it if you are interested. Update 1: Using the Anker cable now. Did you want the debug information reset? Update 2: Well that was fast... Already had the issue Powered off the laptop Powered off the Kensington unit Swap USB cables with the Anker unit Powered everything back up and went back to my RDP session Attached are the debug logs without reset and a screen shot right after the problem happened and I had control of the laptop. I then ran the debug tool gather routine. Was reading items in IE, had Outlook 2013 open, and file explorer open inside the RDP session. Laptop had displaylink support tool, mspaint, resource monitor, Ethernet properties, and Ethernet properties details open at the time. Update 3: Attachments for 1318 and 1323 were added. This time I took the screen shot, gathered the logs, and pasted the screen to mspaint with save. I should have labeled the jpg 1318 instead of 1323 oh well. RDP Session was in IE reading a page and dragging the scroll bar down to load more. Other active programs on RDP session Outlook 2013 and Skype. Local laptop with displaylink had my normal resource monitor, Ethernet properties, Ethernet details, and displaylink support tool in advance mode open. Still using the Anker 3.0 cable that was provided with the Anker unit on the Kensington unit. Update 4: So did these reports using the different cable have the same issue? |
2 Attachment(s)
The XPS 13 is in the process of being returned to Dell.
Currently I have a Latitude D420 hooked up to the Anker USB 3.0 Dual video with the Kensington USB 3.0 cable to a 2.0 USB port. I noticed something interesting when the problems started to occur the CPU , Disk, Network, and Memory charts would flatline. During the period of flatline requests would be cached and processed once the system returned to activity. The screenshot is just after I started the Gather Support Information and shows the previous flatline activity period. The RDP windows were just starting to refresh. Are you seeing USB errors even on this USB 2.0 laptop? Are you seeing USB errors in the previous XPS 13 with new cable reports above? |
3 Attachment(s)
New XPS 13 and Kensington SD3500v using Anker USB 3.0 Cable
The screens went black and the RDP windows were displayed over on the original display instead of the extra displaylink displays. Displaylink 20131001 1125.jpg shows how the full screen RDPS moved to the original display and the full screen marker present on one Displaylink 20131001 1126.jpg shows the resource monitor with the RDP windows minimized Is this new laptop also showing a lot of USB errors? Installed the recommended USB 3.0 driver and latest Displaylink driver 7.4M0. Update 1: Happened at least 5 times today now. Powered down the laptop and plugged into the right USB port instead of the left one. I forgot to power down the Kensington to completely clear it out also. Oh well at least now I hope to get some work done. |
Things went pretty smooth on the right port. I had 1 RDP disconnect that lasted about 2 seconds max. No other RDP session indicated the disconnect and the screens did not go black. I ran a little over a day with some staff interruptions so I may have missed it if it did happen :(
Preparing the laptop for the end user I disconnected everything, powered off everything, removed the USB 3.0 cable, connected a USB 2.0 cable with ferrite cores between the dock and laptop USB instead. It is currently connected to the left port which is notorious for issues. I briefly saw 2 USB indicators in the notification area that were going to tell me my device could preform faster. Now its time to use it and see if it goes all messed up. Dell XPS 13 Intel USB USB 2.0 cable (left USB SS 3.0 with powershare) Kensington SD3500v (main USB SS 3.0 port) Items connected to the SD3500V ports Plantronics headset plugged into headphone and mic ports USB 2.0 cable to dell usb port 2208wfp Ethernet cat 6 to 1gig switch DVI to VGA adapter to first 2208wfp (1680 x 1050) hdmi to dvi adapter to second 2208wfp (adapter on dvi of 2208wfp) (1680 x 1050) external power items connect to the 2208wfp usb port dell usb keyboard dell usb mouse |
2 Attachment(s)
Dell XPS 13 L322X
Left USB 3.0 superspeed powershare USB 2.0 A male B male with dual ferrite cores Kensington SD3500V Wireless disabled (no Bluetooth, no wifi) Kensington SD3500V connected items Plantronics headset to headphone and mic USB 2.0 A male to B male with dual ferrite cores to 2208WFP Ethernet cat 6 to 1gig switch DVI to VGA adapter to 2208WFP (#2) HDMI to DVI adapter to 2208WFP (#3) USB 3.0 port connected via USB 2.0 cable to laptop Power Supply 2208WFP USB connected items Dell mouse Dell Keyboard Several RDP sessions open on single screens #2 showing RDP to WIN 8 machine, adobe acrobat, reading intel wireless and USB 3.0 report full screen #3 showing RDP to win xp machine, araxis merge full screen comparing files and folders 2 Other RDP sessions hidden behind this one and not visible #1 laptop display you can see in the screenshot, Ethernet propteries and details, displaylink support tool, resource monitor Interesting enough when the screen stopped refreshing I could move the mouse and see it on all 3 displays. The displaylink displays did not go black. Eventually the RDP I was interacting with displayed the disconnect warning and that it would try to reconnect. I move the mouse to the laptop screen and took a snapshot. When the snapshot was taken it was right after the reconnect went away the screen refreshed. Shortly after that the xp machine screen did the timeout warning and refreshed a couple of seconds later. The logs were gathered between these 2 events as I had clicked the gather button shortly after taking the snapshot. displaylink support tool was set to advanced mode, the debug information was reset, and left running several hours before the event occurred. Do these logs indicate noise in the USB like my original post did? |
Quote:
|
Quote:
|
Interesting...
|
Hi,
Logs from post 1 and post 3 showed USB connection errors. Logs from post 4, 5 & 8 did not show USB connection errors. It's possible (but not proven) that the resource usage is due to a memory leak which has since been fixed. I'll check which release that fix will be in. Couple of thoughts: - Is the right hand port on the newer XPS stable? - If you don't need it can you uninstall the Renesas USB 3.0 driver? - Is there a way of disabling power share in the BIOS? Thanks, James |
Quote:
Post 4 was a different laptop without USB 3.0 support Post 7 was USB 2.0 forced by a cable with the NEW XPS Post 5 I am very surprised there were no errors, but then maybe I am trigging the memory leak mentioned below. Quote:
Quote:
Quote:
Going to reset the displaylink debug information between each of these tests. Thanks, Larry |
3 Attachment(s)
Well if I didn't have a meeting and interruptions I would have posted sooner.
USB 3.0 SS cable left port bios powershare on Was there USB errors? Was using RDP to first displaylink, went black on both, moved my multiple RDP sessions to the main laptop screen as shown in the first snapshot, minimized the RDP windows to show the resource monitor, while the displays were blinking in and out it seemed like I had control with the mouse/keyboard but commands were probably cached. I moved the mouse to the laptop screen, tried to click on the background, pressed print screen, but didn't feel like the screenshot actually took place till after the displays settled down from the black displays. |
3 Attachment(s)
After getting back from the meeting and starting to create the above post.
USB 3.0 SS cable bios powershare off Before going to my meeting I had turned off powershare after restarting the laptop and Kensington unit (unplugged power). First sceen shot shows what I found when I got back from my meeting. Was in RDP creating the post for the previous error when the screens went black, started to blink on off like detecting, got a snapshot. So I felt like the test with powershare off did not help. Was there USB errors? |
2 Attachment(s)
Preparing the laptop for the end user today...
USB 3.0 SS cable on the RIGHT non powershare port bios powershare on So far there were no problems on the right port for when I was present. I was pulled away a lot the remainder of the day and just leaving up the RDP sessions the problem encountered on the left port can still happen even if I am not using the computer. So far this did not happen on the right port. I find typically it takes a lot more before the right port will fail. Just wanted to know if you see any usb errors on this port. I am guessing there might be usb errors on the above posts that contain left port tests. Thanks, Larry Patrick |
Hi,
No sign of USB connection errors in posts 13, 14 or 15. Thanks, James |
Quote:
Kind of debunks my idea of the USB 3.0 only being able to handle 2.0 speeds only without transmission errors on that left port. Still odd if I put a 2.0 cable on that left port the unit runs just as well as it does on the right port with a 3.0 cable. I am currently testing the 7.4 M2 driver on some outdated hardware. I have noticed my laptop stop updating all screens but the mouse is visible and moves. If I unplug the headphone and microphone connection on the displaylink device it releases and the screens update again. I am trying to locate some hardware that at least meets minimum requirements (ie video driver not outdated, wei score above 3.0) so that I can see if it is just this old laptop. If you want a displaylink support tool debug from this older hardware let me know. I doubt I will be able to start the debug tool while the screens are not updating, but I can at least start it after the screens start refreshing again. |
2 Attachment(s)
Today I received the newer XPS 13 for a few days testing with the latest software.
What caused this problem? Hardware and Software
|
2 Attachment(s)
Well that was a short period before the next mess up.
Hardware and software the same as in the previous post #18. The only exception this time is the lid was open and all 3 screens were active. |
Bumping this back up also. Still would love to figure out why this hardware does not work on the left USB port of the XPS 13. I wish could read the contents of these reports to know if it is getting USB errors.
Thanks, |
Hi,
This thread might be related to what you are seeing: http://en.community.dell.com/techcen...aspx?pi22229=2 Thanks, James |
Quote:
|
| All times are GMT. The time now is 02:18 AM. |
Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2026, vBulletin Solutions, Inc.