Device stopped working

medleycat · 02-08-2016, 02:16 PM

Hi there! I've been having a great time with the DisplayLink device, but when I went to sign in this morning, the only thing working is my keyboard. Both video ports, the NIC, and the mouse are not responding. I have tried uninstalling/reinstalling the latest software to no avail. I downloaded your support tool and have attached the zip files to this post. I hope there's something we can do-I've become quite dependent on my multiple monitors!

Thanks,
Sean

AlbanRampon · 02-08-2016, 03:03 PM

Thanks for your kind works Sean,

I've looked at the log files but I don't see any DisplayLink product enumerating on the USB. Nothing at all in the Device Manager with our Vendor ID or "Unknown device"

Was it connected at the time you gathered the logs?
If so, you've got a hardware issue as the enumeration is before Windows attaches drivers to a peripheral.

I'd suggest trying with another cable on another port to rule our a mechanical issue.

Kind regards,
Alban

medleycat · 02-08-2016, 04:19 PM

I've tried another port (USB 2.0)-what is the vendor ID I should be looking for? I don't have another USB 3 cable around so hopefully we can find it this way-

medleycat · 02-08-2016, 05:03 PM

I also just tested the device out on a separate PC that it was known to work on last week and I'm having the same problem. It is now functioning as just a USB hub. All other functions are no longer working. I guess I can go out and buy a USB 3.0 cable as a last resort but I wasn't having any indication of trouble until this morning.

AlbanRampon · 02-09-2016, 08:23 AM

You can plug a USB 2 cable in it to test the USB 2 part of the device.
It looks like you have a hardware fault and I recommend you contact the manufacturer.
However, as the device doesn't introduce itself, I cannot tell you who manufactured it.

medleycat · 02-09-2016, 12:01 PM

I've got a replacement USB 3 cable coming so I'll give it one last try but yeah, I'll probably work with Amazon to get it replaced.

02-08-2016, 03:03 PM	#2
AlbanRampon Senior Member Join Date: Sep 2015 Posts: 1,685	Thanks for your kind works Sean, I've looked at the log files but I don't see any DisplayLink product enumerating on the USB. Nothing at all in the Device Manager with our Vendor ID or "Unknown device" Was it connected at the time you gathered the logs? If so, you've got a hardware issue as the enumeration is before Windows attaches drivers to a peripheral. I'd suggest trying with another cable on another port to rule our a mechanical issue. Kind regards, Alban __________________ Alban Rampon Senior product manager, universal docking stations and accessories Where to download the latest DisplayLink drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution

02-09-2016, 08:23 AM	#5
AlbanRampon Senior Member Join Date: Sep 2015 Posts: 1,685	You can plug a USB 2 cable in it to test the USB 2 part of the device. It looks like you have a hardware fault and I recommend you contact the manufacturer. However, as the device doesn't introduce itself, I cannot tell you who manufactured it. __________________ Alban Rampon Senior product manager, universal docking stations and accessories Where to download the latest DisplayLink drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution

02-08-2016, 04:19 PM	#3
medleycat Junior Member Join Date: Feb 2016 Posts: 4	I've tried another port (USB 2.0)-what is the vendor ID I should be looking for? I don't have another USB 3 cable around so hopefully we can find it this way-

02-08-2016, 05:03 PM	#4
medleycat Junior Member Join Date: Feb 2016 Posts: 4	I also just tested the device out on a separate PC that it was known to work on last week and I'm having the same problem. It is now functioning as just a USB hub. All other functions are no longer working. I guess I can go out and buy a USB 3.0 cable as a last resort but I wasn't having any indication of trouble until this morning.

02-09-2016, 12:01 PM	#6
medleycat Junior Member Join Date: Feb 2016 Posts: 4	I've got a replacement USB 3 cable coming so I'll give it one last try but yeah, I'll probably work with Amazon to get it replaced.