Laptop - 6 monitor set up, cant get 60hz to keep

AlbanRampon · 10-19-2016, 04:19 PM

Thank you. I see where I went wrong!
Your displays are not connected to our chip directly, but through a converter so the 2.5Kp60 limit doesn't apply as this is DisplayPort not HDMI.
I'll call the monitor you're trying to set at 2.5Kp60 as the "jumping monitor". WDP is the Windows Display Panel, where the settings and layout is changed.

For the logs, could you please capture the following:
- Run the customer support tool and enable advanced logging
- Setup the layout with the jumping monitor at 2.5Kp30.
- Save the correct layout by applying the settings.
- Now change the jumping monitor at 2.5Kp60. If I understood correctly, the monitor will move, but that's fine: I want to see the new layout committed.
- Save the correct layout by applying the settings.
- Reopen the WDP and don't change any resolution but move the monitor to where you want it.
- Save the correct layout by applying the settings. At this point, it should have moved changed to 2.5Kp30.
- Run the customer support tool again and disable advanced logging.
- Gather logs and attach to your reply.

The logs will tell me at each step what the computer is supposed to do.

Many thanks...
Alban

jiab · 10-19-2016, 04:25 PM

I believe I am connected directly. I am not using display port at all, my laptop does not have a display port. All 6 monitors are using HDMI 2.0 cables connected directly to the plugable 4k adapters, which are connected to the plugable usb hub, which is connected to my laptop.

Thanks again, will get those logs to you when I get home.

AlbanRampon · 10-19-2016, 04:39 PM

Quote:

Originally Posted by jiab

I believe I am connected directly. I am not using display port at all, my laptop does not have a display port. All 6 monitors are using HDMI 2.0 cables connected directly to the plugable 4k adapters, which are connected to the plugable usb hub, which is connected to my laptop.

Thanks again, will get those logs to you when I get home.

No, I get that... But DisplayLink does not make any end product, we make chips.
Then from these chips people build whichever system they wish with them.
I read "HDMI" and "2.5Kp60" and I immediately thought: this chip doesn't do that. The adapter does do that, because the adapter is more than our chip, that's where I went too quick.

jiab · 10-19-2016, 08:18 PM

log file has been emailed

jiab · 10-20-2016, 01:27 PM

Good morning, were those log files I sent over to you complete? If not I can run them again,

AlbanRampon · 10-20-2016, 03:18 PM

Quote:

Originally Posted by jiab

Good morning, were those log files I sent over to you complete? If not I can run them again,

Your ticket has already been picked up by someone else.

jiab · 10-20-2016, 03:20 PM

I would like you to continue working on this, that is what I was told would happen. Since we have this thread going here it only makes sense right? Can whoever took it send the log to you?

10-19-2016, 04:19 PM	#1
AlbanRampon Senior Member Join Date: Sep 2015 Posts: 1,685	Thank you. I see where I went wrong! Your displays are not connected to our chip directly, but through a converter so the 2.5Kp60 limit doesn't apply as this is DisplayPort not HDMI. I'll call the monitor you're trying to set at 2.5Kp60 as the "jumping monitor". WDP is the Windows Display Panel, where the settings and layout is changed. For the logs, could you please capture the following: - Run the customer support tool and enable advanced logging - Setup the layout with the jumping monitor at 2.5Kp30. - Save the correct layout by applying the settings. - Now change the jumping monitor at 2.5Kp60. If I understood correctly, the monitor will move, but that's fine: I want to see the new layout committed. - Save the correct layout by applying the settings. - Reopen the WDP and don't change any resolution but move the monitor to where you want it. - Save the correct layout by applying the settings. At this point, it should have moved changed to 2.5Kp30. - Run the customer support tool again and disable advanced logging. - Gather logs and attach to your reply. The logs will tell me at each step what the computer is supposed to do. Many thanks... 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

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10-19-2016, 04:25 PM	#2
jiab Junior Member Join Date: Oct 2016 Posts: 8	I believe I am connected directly. I am not using display port at all, my laptop does not have a display port. All 6 monitors are using HDMI 2.0 cables connected directly to the plugable 4k adapters, which are connected to the plugable usb hub, which is connected to my laptop. Thanks again, will get those logs to you when I get home.

10-19-2016, 08:18 PM	#4
jiab Junior Member Join Date: Oct 2016 Posts: 8	log file has been emailed

10-20-2016, 01:27 PM	#5
jiab Junior Member Join Date: Oct 2016 Posts: 8	Good morning, were those log files I sent over to you complete? If not I can run them again,

10-20-2016, 03:20 PM	#7
jiab Junior Member Join Date: Oct 2016 Posts: 8	I would like you to continue working on this, that is what I was told would happen. Since we have this thread going here it only makes sense right? Can whoever took it send the log to you?