Device Not Detected: No Monitor

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.

rmasilvia · 01-08-2014, 07:37 PM

Hi Peelman

I am having similar issues.
I have the Targus USB 3.0 Dual Video Docking Station.
I'm using a Sony Pro 11 w/Windows 8.1

I am not able to get my monitor to work.

I've done the unplug and reconnect step.
Tried the latest 3 software.
All drivers are up to date.

Any luck with yours?

Peelman · 01-08-2014, 07:45 PM

I ended up finding one of the Targus docks that did work with the systems. I did troubleshooting with Targus and they are going to replace the docks that failed for me. We have less than a dozen people on these and we had 5 that failed with the same behavior within a few days just before the end of the year.

As much as I refused to believe it, it does appear to be a hardware issue. I used the one working dock in place of three of the ones that failed, and in each case simply switching out the dock and leaving the power adapter and cable connections the same worked in each case. I sent one of the bad ones to Targus and they are will process a replacement within a few weeks. Some of the users are still using the dock as a USB HUB in the meantime, so I'm slowly figuring out the logistics of who gets what when.

During the troubleshooting with Targus, we tried updating the USB HUB, the graphics driver, and the DisplayLink software to 7.5. Nothing worked and they agreed to do the RMA. When I came across a working dock, the three systems I tested it on had different DisplayLink versions and likely different drvier versions from when they were first configured within the last year. Worked on all of them, so it did not appear the software/drivers contributed at all.

rmasilvia · 01-08-2014, 07:51 PM

Got it thanks for you reply.
I have another one at work so i'll get that one a try, since it was a working one (w/different computer).

01-08-2014, 07:51 PM	#5
rmasilvia Junior Member Join Date: Jan 2014 Posts: 2	Got it thanks for you reply. I have another one at work so i'll get that one a try, since it was a working one (w/different computer). Last edited by JamesH; 01-18-2014 at 09:16 PM.

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01-06-2014, 04:08 PM	#1
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	#2
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.

01-08-2014, 07:37 PM	#3
rmasilvia Junior Member Join Date: Jan 2014 Posts: 2	Hi Peelman I am having similar issues. I have the Targus USB 3.0 Dual Video Docking Station. I'm using a Sony Pro 11 w/Windows 8.1 I am not able to get my monitor to work. I've done the unplug and reconnect step. Tried the latest 3 software. All drivers are up to date. Any luck with yours?

01-08-2014, 07:45 PM	#4
Peelman Junior Member Join Date: Dec 2013 Posts: 6	I ended up finding one of the Targus docks that did work with the systems. I did troubleshooting with Targus and they are going to replace the docks that failed for me. We have less than a dozen people on these and we had 5 that failed with the same behavior within a few days just before the end of the year. As much as I refused to believe it, it does appear to be a hardware issue. I used the one working dock in place of three of the ones that failed, and in each case simply switching out the dock and leaving the power adapter and cable connections the same worked in each case. I sent one of the bad ones to Targus and they are will process a replacement within a few weeks. Some of the users are still using the dock as a USB HUB in the meantime, so I'm slowly figuring out the logistics of who gets what when. During the troubleshooting with Targus, we tried updating the USB HUB, the graphics driver, and the DisplayLink software to 7.5. Nothing worked and they agreed to do the RMA. When I came across a working dock, the three systems I tested it on had different DisplayLink versions and likely different drvier versions from when they were first configured within the last year. Worked on all of them, so it did not appear the software/drivers contributed at all.