Device Not Detected: No Monitor

JamesH · 01-01-2014, 03:34 PM

Hi,

You may have tried this already but just to be sure please try these steps:
* Unplug the dock from the notebook
* Unplug the dock from the mains power cable
* Reconnect the dock to the mains power cable
* Reconnect the dock to the notebook

The warnings of potentially incompatible drivers are new in 7.5 M0 and this has flagged up the fact that the system has Intel USB 3.0 host controller driver v1.0.6 drivers installed. We recommend v1.0.8 and above.

Let me know how you get on.

Thanks,
James

JamesH · 01-01-2014, 03:36 PM

Hi,

The latest Intel USB 3.0 host controller driver can be found here:
https://downloadcenter.intel.com/Det...?DwnldID=21129

Thanks,
James

Peelman · 01-02-2014, 04:11 PM

Thank you for your reply and providing the download link.

The issue has not been resolved yet. I have tried the first steps you suggested on power cycling. A second system with that same model laptop and dock is now behaving the same way. I tried updating the USB driver on that one and there is no change in behavior.

TargusLevel3 · 01-02-2014, 08:18 PM

It appears you may have defective hardware. Have you tried swapping out the dock yet?

Peelman · 01-02-2014, 09:16 PM

I shipped a spare dock we had to the remote user on Tuesday which they have not received yet. We have since had two more users who have that same model laptop and same Targus USB dock that are now behaving the same.

The two users in my office that this has happened to today are just back in town from the holidays. While it is possible, I would be surprised if the same hardware fault has affected three users in the same way at the same time. All of them had been working on these units for months with minimal issue.

I may try installing an older version of the software to see if that works. If the notification is new to 7.5 M0, maybe there is something else in the software that is conflicting with something in these laptops? They are Dell XPS 13 systems (L322X).

Peelman · 01-06-2014, 04:08 PM

The replacement dock for the remote user did not work. Additionally, there is another user in my office with the dock that has the display issues. That brings the total to 4 users on 6 different docks and all of them had their monitors and network connections crap out at the same time.

I initially thought the network connection was still working, but after having the docks fail in our office I found that was not the case. The attached keyboard/mice and USB peripherals work, but no network connection and no monitors. The network port still displays lights on activity, but the connection is not detected by the computer.

I was not yet able to test rolling back the display software as the users ended up taking the computers with them. I have access to a spare Dell XPS13 today, so I will be able to do troubleshooting on that unit.

Due to the number of hardware failures in close proximity in multiple locations, I do not think these are hardware failures. I believe something software related affected these units. Any help would be appreciated.

Peelman · 01-06-2014, 05:43 PM

The currently installed software version on the machine I am troubleshooting is 7.1.45135. The USB dock I am using is a Targus ACP70USZ. The firmware is the same as what is provided by Targus, v4401. I am going to try updating to different versions of the DisplayLink software to see if anything works.

I checked our managed Windows updates and nothing has been downloaded onto this machine since 12/13, a couple weeks before this issue affected our systems. No other software change on any of the laptops.

Any recommendations on what to check next would be appreciated. A hardware issue would not have affected 6 out of 6 docks at the same time.

01-02-2014, 08:18 PM	#4
TargusLevel3 Member Join Date: Jun 2013 Location: California Posts: 56	Swap Out the Dock It appears you may have defective hardware. Have you tried swapping out the dock yet?

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01-01-2014, 03:34 PM	#1
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi, You may have tried this already but just to be sure please try these steps: * Unplug the dock from the notebook * Unplug the dock from the mains power cable * Reconnect the dock to the mains power cable * Reconnect the dock to the notebook The warnings of potentially incompatible drivers are new in 7.5 M0 and this has flagged up the fact that the system has Intel USB 3.0 host controller driver v1.0.6 drivers installed. We recommend v1.0.8 and above. Let me know how you get on. Thanks, James

01-01-2014, 03:36 PM	#2
JamesH Senior Member Join Date: Jan 2012 Posts: 1,523	Hi, The latest Intel USB 3.0 host controller driver can be found here: https://downloadcenter.intel.com/Det...?DwnldID=21129 Thanks, James

01-02-2014, 04:11 PM	#3
Peelman Junior Member Join Date: Dec 2013 Posts: 6	Thank you for your reply and providing the download link. The issue has not been resolved yet. I have tried the first steps you suggested on power cycling. A second system with that same model laptop and dock is now behaving the same way. I tried updating the USB driver on that one and there is no change in behavior.

01-02-2014, 09:16 PM	#5
Peelman Junior Member Join Date: Dec 2013 Posts: 6	I shipped a spare dock we had to the remote user on Tuesday which they have not received yet. We have since had two more users who have that same model laptop and same Targus USB dock that are now behaving the same. The two users in my office that this has happened to today are just back in town from the holidays. While it is possible, I would be surprised if the same hardware fault has affected three users in the same way at the same time. All of them had been working on these units for months with minimal issue. I may try installing an older version of the software to see if that works. If the notification is new to 7.5 M0, maybe there is something else in the software that is conflicting with something in these laptops? They are Dell XPS 13 systems (L322X).

01-06-2014, 04:08 PM	#6
Peelman Junior Member Join Date: Dec 2013 Posts: 6	The replacement dock for the remote user did not work. Additionally, there is another user in my office with the dock that has the display issues. That brings the total to 4 users on 6 different docks and all of them had their monitors and network connections crap out at the same time. I initially thought the network connection was still working, but after having the docks fail in our office I found that was not the case. The attached keyboard/mice and USB peripherals work, but no network connection and no monitors. The network port still displays lights on activity, but the connection is not detected by the computer. I was not yet able to test rolling back the display software as the users ended up taking the computers with them. I have access to a spare Dell XPS13 today, so I will be able to do troubleshooting on that unit. Due to the number of hardware failures in close proximity in multiple locations, I do not think these are hardware failures. I believe something software related affected these units. Any help would be appreciated.

01-06-2014, 05:43 PM	#7
Peelman Junior Member Join Date: Dec 2013 Posts: 6	The currently installed software version on the machine I am troubleshooting is 7.1.45135. The USB dock I am using is a Targus ACP70USZ. The firmware is the same as what is provided by Targus, v4401. I am going to try updating to different versions of the DisplayLink software to see if anything works. I checked our managed Windows updates and nothing has been downloaded onto this machine since 12/13, a couple weeks before this issue affected our systems. No other software change on any of the laptops. Any recommendations on what to check next would be appreciated. A hardware issue would not have affected 6 out of 6 docks at the same time.