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Old 10-02-2023, 10:05 AM   #1
Richard0312
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Default Docking station repeatedly losing connection

My docking station seems to keep losing connection to my laptop - I have two external monitors connected to it along with a wired Microsoft keyboard and a basic webcam plus an ethernet cable and nothing else. My external screens go blank and it reverts to just the laptop screen, losing network connectivity along the way. No matter what I try, this just keeps happening. This lasts a few seconds, then everything reconnects and is restored but it interrupts phone calls and online meetings. So far I've tried:

- A new cable between the docking station and the laptop
- The new cable plugged into a different USB port
- Running Windows updates
- Running driver updates (I had the latest ones installed)
- Repowering both the docking station and laptop
- Disabling Wi-Fi adaptor
- Uninstalling the docking station through Device Manager
- Running the Displaylink diagnostic tool and emailing the results to Displaylink. Still haven't heard anything back after over a week

The model is U3DUALHDMIDOCKUK. Getting to the point of binning this and buying a different make. My laptop has only ever run Win11 and this has only started happening in the last few weeks. Current version is 11 Enterprise 22H2. Any thoughts?

Last edited by Richard0312; 10-02-2023 at 12:14 PM.
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Old 10-03-2023, 12:02 PM   #2
KatarzynaCzaja
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Hello, it looks like our support responded to your email the same day it was submited, please check your email and spam for emails from September 29th.
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Old 10-04-2023, 09:24 AM   #3
Richard0312
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Hello Katarzyna,

I have received no reply to my email, and there is nothing in my spam folder either.

Please advise.
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Old 10-04-2023, 11:22 AM   #4
KatarzynaCzaja
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Hello,

In the logfiles you shared with us originally there are no traces of this product being connected to the computer. I do not see any information about it anywhere in the log. Can you pelase tell me how the docking station is connected to your computer (if you are going from the USB port on the dock with the laptop icon, to USB-C/A in your computer)?

If possible, would you be able to gather logfiles one more time?
The link to the tool and instructions is located under the 3rd link in my signature.
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Old 10-04-2023, 12:47 PM   #5
Richard0312
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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.
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Old 10-05-2023, 10:21 AM   #6
KatarzynaCzaja
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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.

Last edited by KatarzynaCzaja; 10-05-2023 at 10:50 AM.
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Old 10-06-2023, 12:57 PM   #7
Richard0312
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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.
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Old 10-09-2023, 02:00 PM   #8
Gabe
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Default the same problem

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.

Last edited by Gabe; 10-10-2023 at 11:56 AM.
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Old 10-10-2023, 12:10 PM   #9
KatarzynaCzaja
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Quote:
Originally Posted by Richard0312 View Post
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 View Post
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?
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Old 10-11-2023, 07:18 AM   #10
Gabe
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Default my display logs

Hi,

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

Hope you can help.
Attached Files
File Type: zip DL_Windows_Logs_20231011_091301.zip (2.83 MB, 1 views)
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