Windows8 Dell USB 3.0 Dock freezes mouse, monitor, ethernet

tbm · 06-28-2013, 10:15 AM

Take a look at the firmware JamesH... Dell replaced my dock, but the second one also died... Can't connect it anymore..

JamesH · 06-28-2013, 10:33 AM

Hi,

Please post the logs and system info output.

Thanks,
James

Ruud · 07-01-2013, 12:21 PM

Hi James,

Dell support (or actually their supervisor) read this thread about the issues i'm having, and concluded that simply returning the dock won't help.
Instead they propose the real problem lies with the fact that I first attached the dock and later installed its drivers. According to Dell that could lead to driver instabilities.
As an work-around Dell now suggest that I remove the dock, then uninstall all drivers/software related to the dock, (probably do a reboot here), install all dockingstation drivers and finally attach the dockingstation.

I'm willing to try this out (although skeptical of this working), but how?

2 questions:

1) Do you have a complete driver removal tool or something (or some other method so I can be sure not to miss something
2) Do the dockingstation drivers install themselves correctly without an attached dockingstation?

JamesH · 07-01-2013, 01:49 PM

Hi,

After uninstalling DisplayLink software run the cleaner tool from here http://www.displaylink.com/support/ticket.php?id=297

You'll need to connect a DisplayLink enabled device to complete the installation of the drivers.

Thanks,
James

tbm · 07-01-2013, 03:37 PM

Dell says to connect the dock AFTER installing the drivers... I removed the software and used the EndUserCleaner to remove the installation of the DisplayLink drivers...

When re-installing - with the dock connected BEFORE or AFTER installing - doesn't matter... Can't use my dock, it's not recognized anymore! Very strange!

JamesH · 07-01-2013, 05:06 PM

Hi

Does anything appear in device manager when you connect your dock?

Can you gather the logs when the dock is connected?

If the tool won't collect the logs then zip up anything in this directory (\Program Files\DisplayLink Core Software\Debug) and please post it.

Thanks,
James

tbm · 07-01-2013, 08:14 PM

Why aren't the logfiles readable by humans? It looks like it's encrypted????

07-01-2013, 12:21 PM	#3
Ruud Member Join Date: May 2013 Posts: 67	Uninstalling complete drivers, remove dock, installing drivers, attach dock? Hi James, Dell support (or actually their supervisor) read this thread about the issues i'm having, and concluded that simply returning the dock won't help. Instead they propose the real problem lies with the fact that I first attached the dock and later installed its drivers. According to Dell that could lead to driver instabilities. As an work-around Dell now suggest that I remove the dock, then uninstall all drivers/software related to the dock, (probably do a reboot here), install all dockingstation drivers and finally attach the dockingstation. I'm willing to try this out (although skeptical of this working), but how? 2 questions: 1) Do you have a complete driver removal tool or something (or some other method so I can be sure not to miss something 2) Do the dockingstation drivers install themselves correctly without an attached dockingstation?

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06-28-2013, 10:15 AM	#1
tbm Junior Member Join Date: Jun 2013 Posts: 21	Take a look at the firmware JamesH... Dell replaced my dock, but the second one also died... Can't connect it anymore..

06-28-2013, 10:33 AM	#2
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi, Please post the logs and system info output. Thanks, James

07-01-2013, 01:49 PM	#4
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi, After uninstalling DisplayLink software run the cleaner tool from here http://www.displaylink.com/support/ticket.php?id=297 You'll need to connect a DisplayLink enabled device to complete the installation of the drivers. Thanks, James

07-01-2013, 03:37 PM	#5
tbm Junior Member Join Date: Jun 2013 Posts: 21	Dell says to connect the dock AFTER installing the drivers... I removed the software and used the EndUserCleaner to remove the installation of the DisplayLink drivers... When re-installing - with the dock connected BEFORE or AFTER installing - doesn't matter... Can't use my dock, it's not recognized anymore! Very strange!

07-01-2013, 05:06 PM	#6
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi Does anything appear in device manager when you connect your dock? Can you gather the logs when the dock is connected? If the tool won't collect the logs then zip up anything in this directory (\Program Files\DisplayLink Core Software\Debug) and please post it. Thanks, James

07-01-2013, 08:14 PM	#7
tbm Junior Member Join Date: Jun 2013 Posts: 21	Why aren't the logfiles readable by humans? It looks like it's encrypted????