USB Monitors will not work with hp 840 G3 Laptop

dberanek · 03-04-2016, 03:24 AM

I recently upgraded to hp 840 g3 laptop with Intel HD 520 Graphics. My Acer USB monitors will not work. I have installed and reinstalled DisplayLink several times and no success. System does not recognize it as a display.The monitor is connected directly - No docking station.

Monitors are Acer brand and I have 2. Can't get either one to work on the laptops.

I have used the support tool and have tried to upload the files several time. Keep getting this error-
Your submission could not be processed because a security token was missing.

If this occurred unexpectedly, please inform the administrator and describe the action you performed before you received this error

AlbanRampon · 03-07-2016, 03:32 PM

Hello,
When you say the system does not recognise the display, do you see the monitor in Device Manager?
If you don't, it's unlikely to be a driver issue as Windows needs to know the device is present before associating drivers.
If you don't see it, are you using a Y-cable to get power from 2 USB ports?
You can see in my forum signature how to submit your details by email to create a support ticket with your logs.
Kind regards,
Alban

dberanek · 03-07-2016, 05:00 PM

Hello,

Yes I am using the Y-Cable however the monitor is not showing in Device Manager.

AlbanRampon · 03-08-2016, 08:45 AM

If monitors don't appear in Device Manager, this is unlikely to be a driver problem: to use a driver, the device must first be recognized by Windows.

Do you have any Unrecognized device?
Is there anything happening when you plug them in (like a blink, a backlight, the Windows USB connect sound)?
Would you be able to plug it through a powered USB hub or plug the other side of the Y-cable to a USB charger to rule out the power related problem?

I've reported the zip submission error to an admin. Thank you for letting us know.

dberanek · 03-08-2016, 07:25 PM

I spoke to monitor tech support yesterday and they said there was a known issue with M05 release. They instructed me to install M03 - I did and it works fine now. I don't even need the Y-Cable, single cable connection works.

AlbanRampon · 03-09-2016, 10:49 AM

I've sent you a private message so I can follow-up with the manufacturer. I don't have any report from them anywhere and I'd like to look into it.

03-04-2016, 03:24 AM	#1
dberanek Junior Member Join Date: Feb 2016 Posts: 5	USB Monitors will not work with hp 840 G3 Laptop I recently upgraded to hp 840 g3 laptop with Intel HD 520 Graphics. My Acer USB monitors will not work. I have installed and reinstalled DisplayLink several times and no success. System does not recognize it as a display.The monitor is connected directly - No docking station. Monitors are Acer brand and I have 2. Can't get either one to work on the laptops. I have used the support tool and have tried to upload the files several time. Keep getting this error- Your submission could not be processed because a security token was missing. If this occurred unexpectedly, please inform the administrator and describe the action you performed before you received this error

03-07-2016, 03:32 PM	#2
AlbanRampon Senior Member Join Date: Sep 2015 Location: Cambridge, UK Posts: 1,678	Hello, When you say the system does not recognise the display, do you see the monitor in Device Manager? If you don't, it's unlikely to be a driver issue as Windows needs to know the device is present before associating drivers. If you don't see it, are you using a Y-cable to get power from 2 USB ports? You can see in my forum signature how to submit your details by email to create a support ticket with your logs. 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

03-08-2016, 08:45 AM	#4
AlbanRampon Senior Member Join Date: Sep 2015 Location: Cambridge, UK Posts: 1,678	If monitors don't appear in Device Manager, this is unlikely to be a driver problem: to use a driver, the device must first be recognized by Windows. Do you have any Unrecognized device? Is there anything happening when you plug them in (like a blink, a backlight, the Windows USB connect sound)? Would you be able to plug it through a powered USB hub or plug the other side of the Y-cable to a USB charger to rule out the power related problem? I've reported the zip submission error to an admin. Thank you for letting us know. __________________ 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

03-09-2016, 10:49 AM	#6
AlbanRampon Senior Member Join Date: Sep 2015 Location: Cambridge, UK Posts: 1,678	I've sent you a private message so I can follow-up with the manufacturer. I don't have any report from them anywhere and I'd like to look into it. __________________ 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

03-07-2016, 05:00 PM	#3
dberanek Junior Member Join Date: Feb 2016 Posts: 5	Hello, Yes I am using the Y-Cable however the monitor is not showing in Device Manager.

03-08-2016, 07:25 PM	#5
dberanek Junior Member Join Date: Feb 2016 Posts: 5	I spoke to monitor tech support yesterday and they said there was a known issue with M05 release. They instructed me to install M03 - I did and it works fine now. I don't even need the Y-Cable, single cable connection works.