Dock Station Diamond Multimedia Ultra Dock DS3900V2 Does not Work with Win10

JakubDabrowski · 06-10-2020, 08:46 AM

Hello,

Thank you for reaching out to us here on the forum.

May you please follow the 3rd link in my signature and gather log files for me? I would like to verify them.

In the meantime, you may continue with the following testing as to verify a potential hardware issues:

Plug the dock into a different USB port - This will confirm that there is not an issue with the original USB port
Inspect the USB Up-Link port on the dock for damage - This could cause connectivity issues
Replace the USB cable connected to the dock and computer - This will confirm that there isn't an issue with the cable
Plug the dock into a USB 2.0 port or a USB 2.0 extension cable to force the dock to enumerate down to USB 2.0 mode - This will confirm if there is an issue on the USB 3.0 path
Does the device behave the same when plugged into another computer? - This will confirm if the issue lays with the original computer or dock.

Thank you for your feedback.

Best regards,
Jakub

AlvaroIzaguirre · 06-10-2020, 05:58 PM

Regarding your points:

Plug the dock into a different USB port - This will confirm that there is not an issue with the original USB port
Already done, there is no changes on the status

Inspect the USB Up-Link port on the dock for damage - This could cause connectivity issues
There is no issues on the cable

Replace the USB cable connected to the dock and computer - This will confirm that there isn't an issue with the cable
There are no issues with the cable, the dock works in another laptop

Plug the dock into a USB 2.0 port or a USB 2.0 extension cable to force the dock to enumerate down to USB 2.0 mode - This will confirm if there is an issue on the USB 3.0 path
The laptop in which does not work only has USB 3.0 ports, also I connect the dock with a USB-C adapter and with a multi port, still the laptop does not recognizes the dock

Does the device behave the same when plugged into another computer? - This will confirm if the issue lays with the original computer or dock.
The dock works OK with the another laptop

I will load the logs later today

AlvaroIzaguirre · 06-11-2020, 06:18 PM

Actually on the other laptop the dock only works when I connect it to a USB2.0 port, it does no t work on the USB 3.0 ports, and the laptop with the issue only have USB3.0 ports, how can I make the dock work with a USB 3.0 or USB C port?, with USB C port I try to connect with an adapter and it didn't work.

JakubDabrowski · 06-12-2020, 09:05 AM

Hello,

Thank you for your feedback.

May you please gather log files? I would like to verify them before moving further with the analysis.

Thank you for your time.

Kind regards,
Jakub

AlvaroIzaguirre · 06-12-2020, 02:07 PM

I already sent the log files following the instructions on the link tat you sent. Here are the same files.

JakubDabrowski · 06-15-2020, 12:12 PM

Hello,

Thank you for your patience and log files.

Based on them I believe that there may be an issue with the USB hub. As you said that the dock works with USB 2.0, may you please connect it by using the 2.0 cable? Even though you are not having a 2.0 port on your laptop you may use a 2.0 extension cable and connect it which will force the port to enumerate in 2.0 mode.

Thank you for checking that for me as beside it I do not see any software issue that could be causing this outcome for you.

Best regards,
Jakub

AlvaroIzaguirre · 06-15-2020, 02:18 PM

If I connect the dock with a USB 2.0 hub the dock works, why does the dock does not work with USB 3.0 or USB C?

06-10-2020, 08:46 AM	#1
JakubDabrowski DisplayLink Tech Support Join Date: Jan 2020 Location: Katowice, Poland Posts: 268	Hello, Thank you for reaching out to us here on the forum. May you please follow the 3rd link in my signature and gather log files for me? I would like to verify them. In the meantime, you may continue with the following testing as to verify a potential hardware issues: Plug the dock into a different USB port - This will confirm that there is not an issue with the original USB port Inspect the USB Up-Link port on the dock for damage - This could cause connectivity issues Replace the USB cable connected to the dock and computer - This will confirm that there isn't an issue with the cable Plug the dock into a USB 2.0 port or a USB 2.0 extension cable to force the dock to enumerate down to USB 2.0 mode - This will confirm if there is an issue on the USB 3.0 path Does the device behave the same when plugged into another computer? - This will confirm if the issue lays with the original computer or dock. Thank you for your feedback. Best regards, Jakub __________________ Jakub Dabrowski DisplayLink Where to download the latest Windows drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution

06-12-2020, 09:05 AM	#4
JakubDabrowski DisplayLink Tech Support Join Date: Jan 2020 Location: Katowice, Poland Posts: 268	Hello, Thank you for your feedback. May you please gather log files? I would like to verify them before moving further with the analysis. Thank you for your time. Kind regards, Jakub __________________ Jakub Dabrowski DisplayLink Where to download the latest Windows drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution

06-15-2020, 12:12 PM	#6
JakubDabrowski DisplayLink Tech Support Join Date: Jan 2020 Location: Katowice, Poland Posts: 268	Hello, Thank you for your patience and log files. Based on them I believe that there may be an issue with the USB hub. As you said that the dock works with USB 2.0, may you please connect it by using the 2.0 cable? Even though you are not having a 2.0 port on your laptop you may use a 2.0 extension cable and connect it which will force the port to enumerate in 2.0 mode. Thank you for checking that for me as beside it I do not see any software issue that could be causing this outcome for you. Best regards, Jakub __________________ Jakub Dabrowski DisplayLink Where to download the latest Windows drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution

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06-10-2020, 05:58 PM	#2
AlvaroIzaguirre Junior Member Join Date: Jun 2020 Posts: 6	Regarding your points: Plug the dock into a different USB port - This will confirm that there is not an issue with the original USB port Already done, there is no changes on the status Inspect the USB Up-Link port on the dock for damage - This could cause connectivity issues There is no issues on the cable Replace the USB cable connected to the dock and computer - This will confirm that there isn't an issue with the cable There are no issues with the cable, the dock works in another laptop Plug the dock into a USB 2.0 port or a USB 2.0 extension cable to force the dock to enumerate down to USB 2.0 mode - This will confirm if there is an issue on the USB 3.0 path The laptop in which does not work only has USB 3.0 ports, also I connect the dock with a USB-C adapter and with a multi port, still the laptop does not recognizes the dock Does the device behave the same when plugged into another computer? - This will confirm if the issue lays with the original computer or dock. The dock works OK with the another laptop I will load the logs later today

06-11-2020, 06:18 PM	#3
AlvaroIzaguirre Junior Member Join Date: Jun 2020 Posts: 6	Actually on the other laptop the dock only works when I connect it to a USB2.0 port, it does no t work on the USB 3.0 ports, and the laptop with the issue only have USB3.0 ports, how can I make the dock work with a USB 3.0 or USB C port?, with USB C port I try to connect with an adapter and it didn't work.

06-15-2020, 02:18 PM	#7
AlvaroIzaguirre Junior Member Join Date: Jun 2020 Posts: 6	If I connect the dock with a USB 2.0 hub the dock works, why does the dock does not work with USB 3.0 or USB C?