D6000 on USB-c Issues

AlbanRampon · 10-31-2018, 05:19 PM

Thank you!

I need to consult a colleague. You can see in Device Manager that the DisplayLink chip is not present in the failing case (look under Graphics Adapter, I don't think you'll see Dell Universal Dock D6000). If it's not visible at all, it means Windows does not see it on the USB.

If Windows doesn't see our chip, it won't load the driver as it has nothing to tell it to, so no additional display available.
I believe there's a problem in the dock controller, but I'd like to confirm it's possible with someone who's been in the box before recommending the next step.

Kind regards,
Alban

zocoloni · 10-31-2018, 05:25 PM

I think you're into something.

Dell universal dock d6000 is not present in device manager while I'm connected via the USBC ports on my laptop. It is there however when I'm using the USB A 3.0 port. Let me know what your colleague thinks.

zocoloni · 11-05-2018, 09:28 PM

Quote:

Originally Posted by AlbanRampon

Thank you!

I need to consult a colleague. You can see in Device Manager that the DisplayLink chip is not present in the failing case (look under Graphics Adapter, I don't think you'll see Dell Universal Dock D6000). If it's not visible at all, it means Windows does not see it on the USB.

If Windows doesn't see our chip, it won't load the driver as it has nothing to tell it to, so no additional display available.
I believe there's a problem in the dock controller, but I'd like to confirm it's possible with someone who's been in the box before recommending the next step.

Kind regards,
Alban

Any updates on your end? Thank you!

AlbanRampon · 11-06-2018, 09:03 AM

Hello,

I have not yet received feedback, unfortunately.

I believe you have compelling evidence of a hardware issue here: it's not up to the computer to add/remove chips from the USB. The dock controller seems to not let the DL chip be there when in USB-C mode.

So, I think contacting Dell technical support and discuss a replacement with them would be the quickest way forward. I will still use that information internally to get the case understood.

Kind regards,
Alban

AlbanRampon · 11-08-2018, 07:58 AM

Hello,

I have been advised you look at the port capability of the machine.
It looks like there has been reports a Thunderbolt-capable port might force it.

Do you have non-Thunderbolt ports on the machine you could try or a way of temporarily disabling Thunderbolt on the full platform to verify that claim?
If that's the case, we will go to the platform vendor, here HP, with details to get this addressed.

Kind regards,
Alban

zocoloni · 11-09-2018, 12:32 AM

Hello,

Both USB-C ports on my machine support Thunderbolt 3.0. I have just tried to uninstall the Thunderbolt software on my machine then uninstalled and reinstalled the DisplayLink drivers. This still hasn't resolved the issue.

Is there anything else you want me to try?

Thanks again.

zocoloni · 11-09-2018, 02:52 AM

Quote:

Originally Posted by AlbanRampon

Hello,

I have been advised you look at the port capability of the machine.
It looks like there has been reports a Thunderbolt-capable port might force it.

Do you have non-Thunderbolt ports on the machine you could try or a way of temporarily disabling Thunderbolt on the full platform to verify that claim?
If that's the case, we will go to the platform vendor, here HP, with details to get this addressed.

Kind regards,
Alban

Hello again,

Since you said that my HP computer might be the problem. I went on a spree of reinstalling all my drivers from the HP website. I also updated my BIOS, Windows, reinstalled DisplayLink driver. Luckily, one thing I did actually resolved this issue for me. I am now able to use both outputs from my D6000 dock. Thanks a lot for your help with this.

Have a great day.

AlbanRampon · 11-09-2018, 05:55 PM

Fantastic, thank you for taking the time to report back.

leebow55 · 11-19-2018, 11:04 AM

I would like to say I have had odd issues with USB-C on my Lenovo T480. I cant say exactly what had happened that started this, but as per the original poster I installed all the latest drivers from Lenovo, which included a Thunderbolt firmware update and this so far has cured the issue (DisplayLink/Dell D6000 not appearing in Display Adaptors)

PS - I have attempted to run the Dell Firmware Update utility and had no luck. Its a very poorly written app (extracted the files with 7zip to)

10-31-2018, 05:19 PM	#1
AlbanRampon Senior Member Join Date: Sep 2015 Posts: 1,685	Thank you! I need to consult a colleague. You can see in Device Manager that the DisplayLink chip is not present in the failing case (look under Graphics Adapter, I don't think you'll see Dell Universal Dock D6000). If it's not visible at all, it means Windows does not see it on the USB. If Windows doesn't see our chip, it won't load the driver as it has nothing to tell it to, so no additional display available. I believe there's a problem in the dock controller, but I'd like to confirm it's possible with someone who's been in the box before recommending the next step. Kind regards, 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

11-06-2018, 09:03 AM	#4
AlbanRampon Senior Member Join Date: Sep 2015 Posts: 1,685	Hello, I have not yet received feedback, unfortunately. I believe you have compelling evidence of a hardware issue here: it's not up to the computer to add/remove chips from the USB. The dock controller seems to not let the DL chip be there when in USB-C mode. So, I think contacting Dell technical support and discuss a replacement with them would be the quickest way forward. I will still use that information internally to get the case understood. Kind regards, 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

11-08-2018, 07:58 AM	#5
AlbanRampon Senior Member Join Date: Sep 2015 Posts: 1,685	Hello, I have been advised you look at the port capability of the machine. It looks like there has been reports a Thunderbolt-capable port might force it. Do you have non-Thunderbolt ports on the machine you could try or a way of temporarily disabling Thunderbolt on the full platform to verify that claim? If that's the case, we will go to the platform vendor, here HP, with details to get this addressed. Kind regards, 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

11-09-2018, 05:55 PM	#8
AlbanRampon Senior Member Join Date: Sep 2015 Posts: 1,685	Fantastic, thank you for taking the time to report back. __________________ 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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10-31-2018, 05:25 PM	#2
zocoloni Junior Member Join Date: Oct 2018 Posts: 6	I think you're into something. Dell universal dock d6000 is not present in device manager while I'm connected via the USBC ports on my laptop. It is there however when I'm using the USB A 3.0 port. Let me know what your colleague thinks.

11-09-2018, 12:32 AM	#6
zocoloni Junior Member Join Date: Oct 2018 Posts: 6	Hello, Both USB-C ports on my machine support Thunderbolt 3.0. I have just tried to uninstall the Thunderbolt software on my machine then uninstalled and reinstalled the DisplayLink drivers. This still hasn't resolved the issue. Is there anything else you want me to try? Thanks again.

11-19-2018, 11:04 AM	#9
leebow55 Junior Member Join Date: Nov 2018 Posts: 4	I would like to say I have had odd issues with USB-C on my Lenovo T480. I cant say exactly what had happened that started this, but as per the original poster I installed all the latest drivers from Lenovo, which included a Thunderbolt firmware update and this so far has cured the issue (DisplayLink/Dell D6000 not appearing in Display Adaptors) PS - I have attempted to run the Dell Firmware Update utility and had no luck. Its a very poorly written app (extracted the files with 7zip to)