Device Not Detected: No Monitor

[Peelman]

Hello,

I have a user I am providing remote assistance to. She experienced power issues in her home over the weekend and the monitors to her dock have not returned since. All other devices attached to the Targus USB hub are detected (mouse, keyboard, printer, and network connection). However, it does not seem to recognize that a video device is detected. There is no display link icon in the system tray of the Windows 7 machine.

I tried having her remove and reseat all cables as well as try a different USB port on her laptop to resolve the issues. Windows would see the mouse and keyboard attached to download the driver for them, but the monitor would not work. I had her unplug the device and uninstalled/re-installed the latest DisplayLink software and the outcome was the same. When installing the software, it did give me a popup that it detected my "USB 3.0 host controller drivers could be incompatible," but I updated all of the drivers from the Dell support site to the latest versions and it still gave me the same warning. I also did not think this would be an issue since the dock was working fine with the monitor and all for months up until this weekend.

I noticed when the dock was attached, there was an "unknown device" listed in the devices/printers for a USB HUB with Hardware ID USB\VID_05E3&PID_0612&REV_4401. It would not allow me to update through Windows update, and it was still listed there after I uninstalled and re-installed the DisplayLink software (7.5M0).

I ran the DisplayLink Debugging tool and have attached the log from there. At one point it said it did not detect the device, but it still generated the log and sees the devices attached to it.

I have another unit I am sending her in case it is a hardware failure, but I hoped someone with more experience could give some insight. It bothers me that it warns of incompatible drivers during the software install, but it had been working fine until recently. Perhaps I need to roll back the DisplayLink software version? I also saw in a previous thread here where a user had the same hardware ID listed and it turned out to be a hardware failure. Similar issue with the monitors not being detected, but he was on a Windows 8 machine and this is a Windows 7 machine.

Any help would be appreciated. Thanks in advance.