Docking station repeatedly losing connection

Richard0312 · 10-04-2023, 12:47 PM

It is connected to a USB-A 3.0 port on my laptop, and it is definitely connected as it sometimes works! I get the "DisplayLink compatibility check passed" message when I run the check on the support tool.

https://www.dropbox.com/scl/fi/4g6sz...bbrinxvd1&dl=0

Logfiles are here.

KatarzynaCzaja · 10-05-2023, 10:21 AM

Can you please make sure to update to the most recent driver version again?

The driver showing in logfiles is 9.3. The newest can be downloaded here: https://www.synaptics.com/products/d...c?filetype=exe

Also, if you have not done so already, I suggest turning the PCIe Link State Power Management and USB 3 Link Power Management advanced power settings to 'Off' for both AC and DC power in order to help rule those settings out as contributors to the current behavior.

Those settings may not be visible by default, so here are instructions for making the settings visible with the Windows Advanced Power Settings:

PCIe LSPM --> https://www.tenforums.com/tutorials/...dows-10-a.html

USB 3 Link PM --> https://www.tenforums.com/tutorials/...s-windows.html

Once the settings are visible, set both of them to 'Off' for both 'Plugged in' and 'On Battery' power states and then reboot the laptop and then test the behavior again.

Richard0312 · 10-06-2023, 12:57 PM

When I try to run the driver update I get a "DisplayLink Graphics is already up to date" message. Power settings for USB3 and PCI Express are already turned off for both plugged in and on battery. Have rebooted laptop several times - still keeps happening.

Gabe · 10-09-2023, 02:00 PM

Hi,
We have the same problem with* our docks

if we* uninstall*the displaylink drivers
https://www.synaptics.com/products/d...lation-cleaner
and install the drivers from januari the problem seems to disappear.
https://www.synaptics.com/products/d...nloads/windows

but after a reboot or a disconnect the problem returns. Our device uses a DL3900 chipset.
We have 3+ docks and they all have the same problems with windows 11 notebooks windows 10 have no problems with these docks.

KatarzynaCzaja · 10-10-2023, 12:10 PM

Quote:

Originally Posted by Richard0312

When I try to run the driver update I get a "DisplayLink Graphics is already up to date" message. Power settings for USB3 and PCI Express are already turned off for both plugged in and on battery. Have rebooted laptop several times - still keeps happening.

Can you please run our Installation Cleaner to make sure that there are no lefovers from previous installs that could cause issues?

Follow this article to do so: Cannot upgrade or uninstall DisplayLink software
Then try to install the most recent driver again.

Quote:

Originally Posted by Gabe

Hi,
We have the same problem with* our docks

if we* uninstall*the displaylink drivers
https://www.synaptics.com/products/d...lation-cleaner
and install the drivers from januari the problem seems to disappear.
https://www.synaptics.com/products/d...nloads/windows

but after a reboot or a disconnect the problem returns. Our device uses a DL3900 chipset.
We have 3+ docks and they all have the same problems with windows 11 notebooks windows 10 have no problems with these docks.

Would you be able to provide us with logfiles gathered right after the issue happens on one of the docks and computers?
How can I report Windows issues to DisplayLink?

Also, did you have a chance to check the PCIe LSPM and USB 3 Link PM from my above post?

Gabe · 10-11-2023, 07:18 AM

Hi,

see my attached display logs.
and my USB power is turned off.

Hope you can help.

Gabe · 10-17-2023, 09:46 AM

Hi,

as an attachment the log files from a colleague with the same problems

10-05-2023, 10:21 AM	#2
KatarzynaCzaja DisplayLink Tech Support Join Date: Apr 2020 Posts: 461	Can you please make sure to update to the most recent driver version again? The driver showing in logfiles is 9.3. The newest can be downloaded here: https://www.synaptics.com/products/d...c?filetype=exe Also, if you have not done so already, I suggest turning the PCIe Link State Power Management and USB 3 Link Power Management advanced power settings to 'Off' for both AC and DC power in order to help rule those settings out as contributors to the current behavior. Those settings may not be visible by default, so here are instructions for making the settings visible with the Windows Advanced Power Settings: PCIe LSPM --> https://www.tenforums.com/tutorials/...dows-10-a.html USB 3 Link PM --> https://www.tenforums.com/tutorials/...s-windows.html Once the settings are visible, set both of them to 'Off' for both 'Plugged in' and 'On Battery' power states and then reboot the laptop and then test the behavior again. __________________ Katarzyna Czaja DisplayLink Check DisplayLink powered products here. Basic troubleshooting FAQs: Where to download the latest Windows drivers How to clean up a corrupted installation How to report Windows issues to DisplayLink for a speedy resolution How to report macOS issues to DisplayLink for a speedy resolution Last edited by KatarzynaCzaja; 10-05-2023 at 10:50 AM.

10-09-2023, 02:00 PM	#4
Gabe Junior Member Join Date: Oct 2023 Posts: 3	the same problem Hi, We have the same problem with* our docks if we* uninstallthe displaylink drivers https://www.synaptics.com/products/d...lation-cleaner and install the drivers from januari the problem seems to disappear. https://www.synaptics.com/products/d...nloads/windows but after a reboot or a disconnect the problem returns. Our device uses a DL3900 chipset. We have 3+ docks and they all have the same problems with windows 11 notebooks windows 10 have no problems with these docks. Last edited by Gabe; 10-10-2023 at 11:56 AM.*

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Switch to Linear Mode Hybrid Mode Switch to Threaded Mode

10-04-2023, 12:47 PM	#1
Richard0312 Junior Member Join Date: Oct 2023 Posts: 4	It is connected to a USB-A 3.0 port on my laptop, and it is definitely connected as it sometimes works! I get the "DisplayLink compatibility check passed" message when I run the check on the support tool. https://www.dropbox.com/scl/fi/4g6sz...bbrinxvd1&dl=0 Logfiles are here.

10-06-2023, 12:57 PM	#3
Richard0312 Junior Member Join Date: Oct 2023 Posts: 4	When I try to run the driver update I get a "DisplayLink Graphics is already up to date" message. Power settings for USB3 and PCI Express are already turned off for both plugged in and on battery. Have rebooted laptop several times - still keeps happening.