No Monitors after W10 Update

[AlbanRampon]

Hello,

We have one set of logs.
We have no reproduction with that machine today. Trying with different combinations of upgrade paths and layout. Whatever we're doing, displays are present and working.

We need more data (logs from different machines) to compare what happened on different cases to get a theme, otherwise don't see us making timely progress.

Regards,
Alban

[toddbecker]

I had a Surface Pro 3 running windows 8.1 and was successfully using DisplayLink via a Sabrent Universal docking station.

Unfortunately that Surface developed an issue with WIFI and I had it replaced. The replacement is a Surface Pro 3 as well, but it is running windows 10. I downloaded the most recent DisplayLink software and installed it, however, when I plug in the dock my connected monitor is not recognized at all.

I found this thread, it sounds like it might be a similar issue to mine, so I obtained the logging utility and have provided my logs.

[AlbanRampon]

Originally Posted by toddbecker

I had a Surface Pro 3 running windows 8.1 and was successfully using DisplayLink via a Sabrent Universal docking station.

Unfortunately that Surface developed an issue with WIFI and I had it replaced. The replacement is a Surface Pro 3 as well, but it is running windows 10. I downloaded the most recent DisplayLink software and installed it, however, when I plug in the dock my connected monitor is not recognized at all.

I found this thread, it sounds like it might be a similar issue to mine, so I obtained the logging utility and have provided my logs.

Hello Todd,
Thank you for registering and posting your logs.
I can see on line 6193 of setupapi.dev.log that the device was connected once at the time following:
>>> [Device Install (Hardware initiated) - USB\VID_17E9&PID_4307&MI_02\7&86024b1&0&0002]
>>> Section start 2018/01/26 14:54:20.813

When you clicked on gather logs, was the device powered and connected?
It's not visible in Device Manager and there's no DisplayLinkManager.log in the ZIP, which suggests the driver has never been started (or there was an error at collection).

Kind regards,
Alban

[toddbecker]

Originally Posted by AlbanRampon

Hello Todd,
Thank you for registering and posting your logs.
I can see on line 6193 of setupapi.dev.log that the device was connected once at the time following:
>>> [Device Install (Hardware initiated) - USB\VID_17E9&PID_4307&MI_02\7&86024b1&0&0002]
>>> Section start 2018/01/26 14:54:20.813

When you clicked on gather logs, was the device powered and connected?
It's not visible in Device Manager and there's no DisplayLinkManager.log in the ZIP, which suggests the driver has never been started (or there was an error at collection).

Kind regards,
Alban

Alban, thank you for the response. Yes, the device was powered on and connected when I collected the logs (I typed the original post using a keyboard also attached to the Sabrent dock).

What next?

[AlbanRampon]

Hello,
I'm afraid we have still been unable to recreate the failure despite days on trying combinations.

Would you please be able to answer the following few questions? I understand you may not remember everything, so anything would be useful at this stage.

Which DisplayLink driver version was installed at the moment of failure? From the logs it looks that there was 8.4M0 installed, however some of bits of information from other logs are pointing that there might be earlier version 8.3M0?
Did you get a notification from Windows after the flight of the Insiders Build 17074 finished which was moaning about compatibility?

To help us on the reproduction, can you tell what was the layout (dock only display, extended desktop, clone/mirror)? Were you using two monitors?

Is this situation persistent or did you recover from the failure? If so, would you remember how you recovered?

Do you also happen to remember which Windows 10 Build you were running before 17074? We've tried a combination of upgrade paths, with different screen layouts, with different DisplayLink driver installed before/after the flight and we still have zero failure reproduced... We are blocked.
Microsoft has stopped flighting 17074, but still have access to the ISO. Maybe you have already received the new build and have an update on behaviour.

Kind regards,
Alban

[toddbecker]

Originally Posted by AlbanRampon

Which DisplayLink driver version was installed at the moment of failure? From the logs it looks that there was 8.4M0 installed, however some of bits of information from other logs are pointing that there might be earlier version 8.3M0?

I had originally installed 8.4M0, that never worked. I don't believe that I installed any previous versions until after I collected the logs that I submitted. I did uninstall 8.4 and try 8.3, but that did not work either.

Originally Posted by AlbanRampon

Did you get a notification from Windows after the flight of the Insiders Build 17074 finished which was moaning about compatibility?

I am not sure what you mean by this, I received the new machine from my IT team and all updates have been installed, I have not seen any compatibility notifications.

Originally Posted by AlbanRampon

To help us on the reproduction, can you tell what was the layout (dock only display, extended desktop, clone/mirror)? Were you using two monitors?

I am attempting to extend the desktop, however, Windows is not recognizing a second screen.

Originally Posted by AlbanRampon

Is this situation persistent or did you recover from the failure? If so, would you remember how you recovered?

I am not sure what you mean by this, there haven't been any 'falures' aside from not being able to configure the second screen.

Originally Posted by AlbanRampon

Do you also happen to remember which Windows 10 Build you were running before 17074? We've tried a combination of upgrade paths, with different screen layouts, with different DisplayLink driver installed before/after the flight and we still have zero failure reproduced... We are blocked.
Microsoft has stopped flighting 17074, but still have access to the ISO. Maybe you have already received the new build and have an update on behaviour.

Kind regards,
Alban

As I indicated above, I received the machine from IT with all the updates completed and then installed DisplayLink, it has never worked on this machine.

[AlbanRampon]

Well... The title of the thread says "no monitors after W10 update" so I wrongly assumed it worked before.
Also it is not very natural for IT departments to give Windows Insider's Fast Ring builds to end users as they are supposed to be unstable and are unsuitable for production deployment, so I also assumed, wrongly again, that you were in full control of the machine and enrolled yourself to the programme.

1. Is the docking station working on another machine? (including using the same cables as the ones on your desk)
2. Is the machine working with another docking station? (changing everything including cables).
3. Can you try on your machine with a USB2.0 only cable?
From what we can see, it seems to be only on your configuration, so it could simply be a hardware fault.

Kind regards,
Alban

[toddbecker]

Originally Posted by AlbanRampon

Well... The title of the thread says "no monitors after W10 update" so I wrongly assumed it worked before.
Also it is not very natural for IT departments to give Windows Insider's Fast Ring builds to end users as they are supposed to be unstable and are unsuitable for production deployment, so I also assumed, wrongly again, that you were in full control of the machine and enrolled yourself to the programme.

1. Is the docking station working on another machine? (including using the same cables as the ones on your desk)
2. Is the machine working with another docking station? (changing everything including cables).
3. Can you try on your machine with a USB2.0 only cable?
From what we can see, it seems to be only on your configuration, so it could simply be a hardware fault.

Kind regards,
Alban

Alban, sorry about the confusion (or lack of clarity) thank you for continuing to work through this.

1 - I have a second, brand new laptop (running W10) and the docking station is not working with it. I have an older laptop running W7 that is working.

2 - I do not have any other DisplayLink based docking stations. My work Surface (Pro 3) does work using the MS Surface docking station.

3 - I will have to see if I have a USB2.0 cable that will work with the Sabrent dock (I am thinking an old USB printer cable should work).

Todd