D6000 on USB-c Issues

zocoloni · 10-30-2018, 01:20 AM

Hi,
this is my current setup:
- Ultrabook HP Spectre X360
- Dell ST2410 (available ports: VGA, DVI, HDMI)
- Dell U2312HM (available ports: VGA, DVI, DisplayPort)
- I am using the latest DisplayLink drivers and latest drivers for my laptop USB ports.

I bought the docking station DELL D6000 (as listed by the Products page in the DisplayLink website) in order to attach both monitors at the same time as well as to charge my laptop). The problem I am having happens when i try to connect the dock to the laptop using the USB-C connector.

Using USB-C: I connect the dock to my Thunderbolt 3 USB-C port
1st Display I connect with an HDMI-->HDMI (This monitor works)
2nd Display I connect using a DisplayPort --> DisplayPort (THIS DOES NOT WORK)
I tried using a different adapter such as DisplayPort --> DVI but that didn't work either on the second display. In short, I tried to connect my setup in many different configurations but it always comes down to the DisplayPorts on the dock NOT WORKING while in USB-C mode.

Using USB 3.0: I connect the dock to my USB 3.0 port
1st Display I connect with an HDMI-->HDMI (on the dock)
2nd Display I connect using a DisplayPort --> DisplayPort.

This second setup works like a charm with both displays running at HD (1080p) resolution but the only thing missing is that my laptop doesn't charge using the USB-3.0 port so i have to switch back to USB-C every couple of hours.

Can you please help me identify the issue and solve it?

AlbanRampon · 10-31-2018, 10:15 AM

Hello,

Thank you for the details.

Is the issue with the DisplayPort output not working over USB-C the same on every USB-C port of the computer? I understand charging might not be provided on all ports, I'm trying to determine if it's port-dependant as we've not received that issue in the past.
Can you confirm it's the same behaviour on both DisplayPort output?

In the logs you sent, what were the last actions you did? I'd need context to make the logged dock activity in relation with human requests.
It looks like when you're in USB-C mode, the DisplayLink chip is cut out and you get the HDMI output from the DisplayPort Alternate Mode over USB-C feature (confusing I admit).

There was a firmware update from Dell on the controller of the dock. It would be interesting to check you are running the latest: Dell Universal Dock (D6000) Firmware Update Utility version A02.

Kind regards,
Alban

zocoloni · 10-31-2018, 10:22 AM

Hello,

Thank you for your reply.

To answer your inquiries. Yes the behaviour is repeated in all USBC ports of the computer as they are all charging ports as well. Both displayports don't work while I'm in USBC mode only the HDMI. I'm also running the latest version of the Dell software for the dock.

You're right when I ran the logs I was connected via USBC to my laptop. HDMI to my first monitor and display port to my second monitor.

Hope this helps you.

Thank you again.

AlbanRampon · 10-31-2018, 04:19 PM

Thank you!

I need to consult a colleague. You can see in Device Manager that the DisplayLink chip is not present in the failing case (look under Graphics Adapter, I don't think you'll see Dell Universal Dock D6000). If it's not visible at all, it means Windows does not see it on the USB.

If Windows doesn't see our chip, it won't load the driver as it has nothing to tell it to, so no additional display available.
I believe there's a problem in the dock controller, but I'd like to confirm it's possible with someone who's been in the box before recommending the next step.

Kind regards,
Alban

zocoloni · 10-31-2018, 04:25 PM

I think you're into something.

Dell universal dock d6000 is not present in device manager while I'm connected via the USBC ports on my laptop. It is there however when I'm using the USB A 3.0 port. Let me know what your colleague thinks.

zocoloni · 11-05-2018, 08:28 PM

Quote:

Originally Posted by AlbanRampon

Thank you!

I need to consult a colleague. You can see in Device Manager that the DisplayLink chip is not present in the failing case (look under Graphics Adapter, I don't think you'll see Dell Universal Dock D6000). If it's not visible at all, it means Windows does not see it on the USB.

If Windows doesn't see our chip, it won't load the driver as it has nothing to tell it to, so no additional display available.
I believe there's a problem in the dock controller, but I'd like to confirm it's possible with someone who's been in the box before recommending the next step.

Kind regards,
Alban

Any updates on your end? Thank you!

AlbanRampon · 11-06-2018, 08:03 AM

Hello,

I have not yet received feedback, unfortunately.

I believe you have compelling evidence of a hardware issue here: it's not up to the computer to add/remove chips from the USB. The dock controller seems to not let the DL chip be there when in USB-C mode.

So, I think contacting Dell technical support and discuss a replacement with them would be the quickest way forward. I will still use that information internally to get the case understood.

Kind regards,
Alban

AlbanRampon · 11-08-2018, 06:58 AM

Hello,

I have been advised you look at the port capability of the machine.
It looks like there has been reports a Thunderbolt-capable port might force it.

Do you have non-Thunderbolt ports on the machine you could try or a way of temporarily disabling Thunderbolt on the full platform to verify that claim?
If that's the case, we will go to the platform vendor, here HP, with details to get this addressed.

Kind regards,
Alban

zocoloni · 11-08-2018, 11:32 PM

Hello,

Both USB-C ports on my machine support Thunderbolt 3.0. I have just tried to uninstall the Thunderbolt software on my machine then uninstalled and reinstalled the DisplayLink drivers. This still hasn't resolved the issue.

Is there anything else you want me to try?

Thanks again.

zocoloni · 11-09-2018, 01:52 AM

Quote:

Originally Posted by AlbanRampon

Hello,

I have been advised you look at the port capability of the machine.
It looks like there has been reports a Thunderbolt-capable port might force it.

Do you have non-Thunderbolt ports on the machine you could try or a way of temporarily disabling Thunderbolt on the full platform to verify that claim?
If that's the case, we will go to the platform vendor, here HP, with details to get this addressed.

Kind regards,
Alban

Hello again,

Since you said that my HP computer might be the problem. I went on a spree of reinstalling all my drivers from the HP website. I also updated my BIOS, Windows, reinstalled DisplayLink driver. Luckily, one thing I did actually resolved this issue for me. I am now able to use both outputs from my D6000 dock. Thanks a lot for your help with this.

Have a great day.

10-31-2018, 10:15 AM	#2
AlbanRampon Senior Member Join Date: Sep 2015 Location: Cambridge, UK Posts: 1,678	Hello, Thank you for the details. Is the issue with the DisplayPort output not working over USB-C the same on every USB-C port of the computer? I understand charging might not be provided on all ports, I'm trying to determine if it's port-dependant as we've not received that issue in the past. Can you confirm it's the same behaviour on both DisplayPort output? In the logs you sent, what were the last actions you did? I'd need context to make the logged dock activity in relation with human requests. It looks like when you're in USB-C mode, the DisplayLink chip is cut out and you get the HDMI output from the DisplayPort Alternate Mode over USB-C feature (confusing I admit). There was a firmware update from Dell on the controller of the dock. It would be interesting to check you are running the latest: Dell Universal Dock (D6000) Firmware Update Utility version A02. Kind regards, Alban __________________ Alban Rampon Senior product manager, universal docking stations and accessories "DisplayLink is proud to be a Synaptics brand." Where to download the latest DisplayLink drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution

10-31-2018, 04:19 PM	#4
AlbanRampon Senior Member Join Date: Sep 2015 Location: Cambridge, UK Posts: 1,678	Thank you! I need to consult a colleague. You can see in Device Manager that the DisplayLink chip is not present in the failing case (look under Graphics Adapter, I don't think you'll see Dell Universal Dock D6000). If it's not visible at all, it means Windows does not see it on the USB. If Windows doesn't see our chip, it won't load the driver as it has nothing to tell it to, so no additional display available. I believe there's a problem in the dock controller, but I'd like to confirm it's possible with someone who's been in the box before recommending the next step. Kind regards, Alban __________________ Alban Rampon Senior product manager, universal docking stations and accessories "DisplayLink is proud to be a Synaptics brand." Where to download the latest DisplayLink drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution

11-06-2018, 08:03 AM	#7
AlbanRampon Senior Member Join Date: Sep 2015 Location: Cambridge, UK Posts: 1,678	Hello, I have not yet received feedback, unfortunately. I believe you have compelling evidence of a hardware issue here: it's not up to the computer to add/remove chips from the USB. The dock controller seems to not let the DL chip be there when in USB-C mode. So, I think contacting Dell technical support and discuss a replacement with them would be the quickest way forward. I will still use that information internally to get the case understood. Kind regards, Alban __________________ Alban Rampon Senior product manager, universal docking stations and accessories "DisplayLink is proud to be a Synaptics brand." Where to download the latest DisplayLink drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution

11-08-2018, 06:58 AM	#8
AlbanRampon Senior Member Join Date: Sep 2015 Location: Cambridge, UK Posts: 1,678	Hello, I have been advised you look at the port capability of the machine. It looks like there has been reports a Thunderbolt-capable port might force it. Do you have non-Thunderbolt ports on the machine you could try or a way of temporarily disabling Thunderbolt on the full platform to verify that claim? If that's the case, we will go to the platform vendor, here HP, with details to get this addressed. Kind regards, Alban __________________ Alban Rampon Senior product manager, universal docking stations and accessories "DisplayLink is proud to be a Synaptics brand." Where to download the latest DisplayLink drivers How to clean up a corrupted installation How to report issues to DisplayLink for a speedy resolution

10-31-2018, 10:22 AM	#3
zocoloni Junior Member Join Date: Oct 2018 Posts: 6	Hello, Thank you for your reply. To answer your inquiries. Yes the behaviour is repeated in all USBC ports of the computer as they are all charging ports as well. Both displayports don't work while I'm in USBC mode only the HDMI. I'm also running the latest version of the Dell software for the dock. You're right when I ran the logs I was connected via USBC to my laptop. HDMI to my first monitor and display port to my second monitor. Hope this helps you. Thank you again.

10-31-2018, 04:25 PM	#5
zocoloni Junior Member Join Date: Oct 2018 Posts: 6	I think you're into something. Dell universal dock d6000 is not present in device manager while I'm connected via the USBC ports on my laptop. It is there however when I'm using the USB A 3.0 port. Let me know what your colleague thinks.

11-08-2018, 11:32 PM	#9
zocoloni Junior Member Join Date: Oct 2018 Posts: 6	Hello, Both USB-C ports on my machine support Thunderbolt 3.0. I have just tried to uninstall the Thunderbolt software on my machine then uninstalled and reinstalled the DisplayLink drivers. This still hasn't resolved the issue. Is there anything else you want me to try? Thanks again.