monitor not being enabled. Win XP 32 bit

[zpeterson-ATI]

Windows XP 32 bit

We have a terminal with 4 monitors (one of which is the laptop screen). the laptop sits on a dock, which runs a monitor via the VGA port on the back. We also have a Samsung USB monitor. The 4th monitor is a HP LE2201w which is running off of a USB-VGA 165 Plugable.

Just the other day it was running fine and all 4 monitors were working. Today the terminal was rebooted and the HP monitor no longer is turning on. I have uninstalled and reinstalled to the newest driver available, and swapped out the Plugable unit with the same model (i have found that doing this has resolved problems in the past in our office). When plugging the unit into the computer, Windows detects it and says its ready for use, but the monitor does not show up in the software or in display properties to be enabled. I have checked to make sure the display link service is running and that it is enabled in device manager. The display link software picks up the Samsung USB monitor just fine, but not the HP monitor that is actually on the Plugable.

Where do I go from here?

[Dan]

Please follow the instructions in http://www.displaylink.com/support/ticket.php?id=269 to provide some logs.

If you can delete the Debug directory in \Program Files\DisplayLink Core first, and just plug in the HP device it will be easier to diagnose.

thanks.

[zpeterson-ATI]

Support Tool Version: 1.0.0.10

--------- Computer Info ---------

Computer Name: ADVBROK-2353
Logged on as: ADVANCE-TRADING\mreginelli
Computer: Hewlett-Packard - HP Compaq 6730b (FN020UT#ABA) CNU9470KSL
OS: Microsoft Windows XP Professional (X86-based PC), Service Pack 3, English
OS Build: 2600 (Debug = False)
System Bios: Version 68PDD Ver. F.11 built 2009-09-14
CPU: Intel(R) Core(TM)2 Duo CPU P8600 @ 2.40GHz
Memory: 2972 MB
Free Space: 31355 MB
Primary Resolution: 1280x800x32
Graphics: Mobile Intel(R) 4 Series Express Chipset Family (Intel Corporation)
Graphics Driver: 6.14.10.4953 Dated 2008-05-21
Graphics: Mobile Intel(R) 4 Series Express Chipset Family (Intel Corporation)
Graphics Driver: 6.14.10.4953 Dated 2008-05-21
Installed Package: DisplayLink Core Software (6.1.35667.0) on 2011-12-22 Status is Installed
Installed Package: DisplayLink Graphics (6.1.35667.0) on 2011-12-22 Status is Installed
USB3.0 Host Controller Drivers Installed:
Installed Codec: Indeo® video 5.10 Intel Corporation R.5.10.15.2.55

DisplayLink Version: 6.1.35667.0

Optimize for Video: None (Uses default if DL is installed)

--------- Nivo Info ---------

Nivo's currently attached: PID_0102\\0102-HVKS63012200000
Nivo's currently attached: PID_037B\\006762


Hardware IDs:

Samsung UbiSync Monitor

[Wim]

Do you have the zip file of logs as we need this to see if the HP monitor is being detected.

Thanks

Wim

[zpeterson-ATI]

i can tell you the HP monitor is not being detected off the bat. In display properties, it shows the plugable adaptor, but says that there is nothing plugged into it.

What i linked above (system_details.txt) is all that the debugger put out. Should there have been more?

[Wim]

Originally Posted by zpeterson-ATI

i can tell you the HP monitor is not being detected off the bat. In display properties, it shows the plugable adaptor, but says that there is nothing plugged into it.

What i linked above (system_details.txt) is all that the debugger put out. Should there have been more?

Yes, it should have created a zip file with the contents from c:\program files\DisplayLink Core Software\debug. Was there an error message from the debug tool?

Could you zip up this directory and post it?

Thanks

Wim

[zpeterson-ATI]

where would you like me to host this zip?

[zpeterson-ATI]

should be attached.

[zpeterson-ATI]

I have two desktops that are also having this EXACT same issue. Im guessing it is a problem with the USB controller and the driver conflicting.

If there is a second USB controller or bus on the motherboard, then there will not be any issues running multiple plugable adapters. By adding a virtual bus (aka, a external USB hub), the display will be detected just fine, as we have determined on one of our test machines.

[Wim]

It looks like the software can see the device on the USB bus, but cannot communicate with the adapter. This can happen if the adapter cannot get enough power from the USB bus. Is the adapter connected to a powered USB hub? Does it work correctly i you connect it directly to the laptop?

Thanks

Wim