HP notebook freezes

[Wim]

Originally Posted by i gemini

I am having the EXACT same issue. I had to disconnect and uninstall the software to remain functional here at work. Will be following this thread in hopes of a resolution. My system is:

HP Pavilion DM4
Windows 7 Pro
4 gb ram
Intel I5 processor

Could you try following the steps above to create a Blue screen, as this will give is more information. We're still trying to reproduce this. We have a number of HP laptops under soak test to try and show the issue, but no joy so far.

It would be useful if people can also post the type of DisplayLink device they have found the issue with, so we can see if its related to particular hardware.

Also, some other things for anyone to try who has this issue:

• Could you check that you have the latest BIOS installed for the laptop. There do seem to be BIOS updates for the systems listed here, and some of the release notes do refer to problems with the video, which DisplayLink could provoke.
• On switchable graphics systems, try operating with Intel integrated graphics only and see if the problem goes away. This is not a solution but may help us get close to the cause.

Thanks

Wim

[i gemini]

Originally Posted by Wim

Could you try following the steps above to create a Blue screen

As I mentioned, I had to uninstall the software. Freezes were more than I could handle here at work.

Originally Posted by Wim

post the type of DisplayLink device they have found the issue with

HP usb media port replicator p/n VY87AA#ABA

Originally Posted by Wim

Could you check that you have the latest BIOS installed for the laptop.

In my case, I had to most current BIOS update prior to uninstalling the software.

Originally Posted by Wim

On switchable graphics systems, try operating with Intel integrated graphics only and see if the problem goes away. This is not a solution but may help us get close to the cause.

Give me directions for dummies on how to do this. I'm not an IT guy, just trying to solve my own problems since I have no IT guy.

[Mats]

Hi Wim,
Unfortunately it's not possible to force a crach dump the way described. When the computer freeze it gives no reaction on the 'right Ctrl + Scroll lock two times'.

My display device is a HP
Regulatory Model Number: HSTNN-S02X
Assembly P/N : 589100-001
Spares P/N : 589144-001
S/N: JP1035C37a Rev:A

BIOS is the most recent found on HPs download site.
F.03 - 30 Sep 2010

Running on Intels display adapter.

/Mats

[Mats]

And this is from the sw release notes.

DisplayLink Software Release: External Release Note
Software Package: HP USB Docking Video
Product Version: 5.3.24566.0
Product Date: 22nd April 2010
DisplayLink Core Software Version: 5.3.24474.0
DisplayLink Core Software Date: 19th April 2010

/Mats

[Wim]

Originally Posted by Mats

And this is from the sw release notes.

DisplayLink Software Release: External Release Note
Software Package: HP USB Docking Video
Product Version: 5.3.24566.0
Product Date: 22nd April 2010
DisplayLink Core Software Version: 5.3.24474.0
DisplayLink Core Software Date: 19th April 2010

/Mats

Hi Mats

That's really important information if you are using v5.3 software. This is over a year old, and was not tested on the switchable graphics laptop you have. I would expect problems with v5.3 on this laptop.

This release did not support DX10 on the system you have, and also does not have switchable graphics support, so there probably would be issues.

Can you (and everyone posting in this thread) make sure that v5.6 M1 from the DisplayLink website installed. The version of "DisplayLink Core Software" in Control Panel->Programs should be 5.6.31870.0.

At least then we will be testing the same software.

Thanks

Wim

[Mats]

Originally Posted by Wim

Hi Mats

That's really important information if you are using v5.3 software. This is over a year old, and was not tested on the switchable graphics laptop you have. I would expect problems with v5.3 on this laptop.

This release did not support DX10 on the system you have, and also does not have switchable graphics support, so there probably would be issues.

Can you (and everyone posting in this thread) make sure that v5.6 M1 from the DisplayLink website installed. The version of "DisplayLink Core Software" in Control Panel->Programs should be 5.6.31870.0.

At least then we will be testing the same software.

Thanks

Wim

Hi Wim,
The DisplayLink Core software shows 5.6.31854.0
but the DisplayLink Graphics is 5.6.31870.0
Is that correct?

I'm going away for a week now but will get back with an update if the problem is solved.

Thanks,
Mats

[i gemini]

Originally Posted by Mats

Hi Wim,
The DisplayLink Core software shows 5.6.31854.0
but the DisplayLink Graphics is 5.6.31870.0
Is that correct?

I just reinstalled the software. Mine shows the same as Mats.

[jaywill80]

This started to occur all of sudden after our Windows 7 roll out. (Of course it didn't occur once during our pilot deployment.) As other have stated users will laptops will completely lock up and are unresponsive. So it’s impossible to provide any debug information. The only error that is recorded in the event viewer is unexpected shutdown. From what I have seen the issue seems to occur when using IE 8, Power Point 2010, in house app that uses .NET

The hardware model that we are using is HP 8440p i5 M520 2.4Ghz running Windows 7 Pro. The docking station model is HP USB 2.0 http://h30094.www3.hp.com/product.as...AA&pagemode=ca

The display core software installed is: 5.6.31870.0 driver that is installed is version: 5.6.31854.0 this driver was installed when checking the display link updates from the GUI.
When checking the site for the latest driver 5.6.31548 is currently available for download? Not sure why the driver on the site has a lower revision number then what I’m currently running? Can someone please let me know what the most current driver version is?

Tried changing power settings in Windows 7 to High Performance and disabling USB sleep. This seemed to help some users but, there are still users that are having this intermittent freezing issue.

Also another thing that is worth noting is I updated the NVIIDA graphics driver to 280.26 for 2 users that were having this issue and it seems to have stopped the freezing. However, it’s only been a few days for one user and about 7 days for the other since the upgrade but, so far so good. However, not sure why this would have fixed the issue? Conflict between the display link and NVIDIA driver? Anyway Keeping my fingers crossed.

Any additional insight into possible causes the freezing issue would very be helpful.

Any questions please let me know.
Thanks

[jimAH]

I'd suggest the following:

If you haven't done so already post your logs:
http://www.displaylink.com/support/ticket.php?id=269
Also post the detailed system information output from the Windows info tool:
(Select Start, select Search programs and files, type in msinfo32.exe and hit Enter to locate it then Enter again to run it and save the output as a text file)

Also (to all those affected):

When did you first notice a lockup?
Was anything else connected to your dock at the time of the lockup? (USB peripherals? Ethernet?)
If so what make & model USB peripheral are they and what kind of ethernet is connected? 100Mb/GigE?

Does it happen without DisplayLink software installed?
Does it happen with DisplayLink software installed but the dock disconnected?

Do you have the latest BIOS installed?
Do you have the latest graphics drivers installed?

What Windows updates have recently been installed on your system?

As the guy mentions the only way to really progress this is to get a failing system to DisplayLink so they can debug it when it does fail.
Any volunteers?