Windows 10 - DisplayLink Software Crash and Screens stop working

[stjohn]

Hello,

I have a Dell MKS14b - Dell Monitor Stand with USB 3.0 Dock, and a Dell Latitude E5470.
- i7 6600U
- 8GB Ram
- Intel HD Graphics 520
- AMD Radeon R7 M360

Whenever I use the dock it will work for about 2 hours and then the displaylink screens will freeze and the software will close itself, but the keyboard and mouse still continue to work.

I have tried everything i can think of (updating, downgrading drivers, uninstalling, reinstalling displaylink using displaylink cleaning tool, disabling graphics cards, changing cables for know working ones) but still i cannot get it to work.

I have attached two sets of log files. One which was take after it crash this morning without the advanced logging and one with the advanced logging after i replicated the crash.

Any help with this will be appreciated.

[AlbanRampon]

Hello StJohn,

Thank you for describing the issue and collecting the logs.
You have USB communication issues with the device.
The communication fails, then the USB host controller puts the device in error and all traffic is halted. The DisplayLink icon is only present when a hardware and a monitor are detected. As the device is thrown off of the bus, the icon disappears.

This tends to come from a hardware issue, especially as I see enumeration issues and enumeration takes place BEFORE the drivers are invoked by Windows.
I would recommend trying with another USB cable in another USB port to rule out a cable/mechanical fault.
If the issue persist, I suggest you contact the manufacturer, Dell, for hardware support.

Kind regards,
Alban

[stjohn]

I am trying the new cable and new usb port.

I will update you with the results.

Just so you know i am having this problem with all the Dell Latitude E5470 and all Dell monitor docks.
All the docks and cables work fine on other devices (Dell Latitdue 3340 or XPS 13)

Kind Regards

StJohn

[AlbanRampon]

That new information is very useful.

Once you have checked with other USB ports, I would like to get advanced logs from a working machine please. This way I can see if it has errors but less serious ones or if it is free of errors.
That will also be useful to get the host controller driver version number.

How many is "all" ?

Kind regards,
Alban

[stjohn]

Attach is a screen shot of the driver version.

I have also attach logs from a working one.
Same model laptop, same model dock, all the same drivers.

We have had this problem with all 5 laptops we have and 5 docks.
We have managed some how to get 2 working (they started off having the same problem) but the other three refuse to work.

The other types of laptops just seem to plug and play with the XPS causing small issue but required manually installing the software first and doing setup that way.

If you want some more logs or would like to get logs from the other working laptop please let me know

Kind Regards

StJohn

[stjohn]

Hello,

Have tried the new usb cable and new usb port and both have not made a difference. It still crashes within 2/3 hours of use.

I have attached another set of log after it crashed.

Could you have a look and let me know if there is something i can try.

Kind Regards

StJohn