D6000 not detecting S2721QS monitor

[fuelof]

Hi,

Detection fails when connecting:
- D6000 HDMI input to S2721QS HDMI output
- D6000 DisplayPort input to S2721QS DisplayPort output

This occurs for MacBook Pro as well as Dell XPS 15, connecting to the D6000 via USB-C.

Have tried/installed:
- DisplayLink Installation Cleaner
- Dock_D6000_FW_Updater_A04_F1TXX
- DisplayLink-Dock-Driver_FF21H_WIN_10.1.2814.0_A04

Not sure what to try next. Dell support was less than helpful. Thank you in advance.

[fuelof]

Please provide any answer, at your convenience.

[AlbanRampon]

Hello,
A support person would need to look at the logs to understand why the monitor isn't seen. It is peculiar that the issue occurs both on HDMI and DP, but we can't really make an hypothesis only based on that.
The last link in my forum signature gives how to collect these logs and send them to create a support ticket.
Regards,
Alban

[fuelof]

Thank you in advance.

[AlbanRampon]

Hello,
There is no trace in your logs of any Dell D6000 device ever being connected.
I see some Plugable DL-3900 based device in March.

1. Did you collect the logs with the dock connected, powered and all cables in?
2. If yes to 1, does the front right white LED light up when you plug the Dell D6000

3. If no to 2, can you try to plug the D6000 using the included USB-A adapter to a USB-A port and in that case, does the light come up?
4. If yes to 2, can you plug a mouse/keyboard/USB3 flash drive to the dock and it works?

The dock should show in Device Manager in Graphics Adapters and in Network Adapters.
If there's nothing in Device Manager (like I can see in logs you posted), and there's no device in error, then it's not a driver issue: Windows need to see the device and its ID to know what driver to choose.

Thanks,
Alban

[fuelof]

Thanks Alban,

Device Manager only showed the D6000 was not detected (or port reset failed). Two screenshots (png1, png2) are attached illustrating this.

I re-ran the collection after connecting all cables and reinstalling the firmware/drivers (see attached). Light is white as shown in jpg1.

Interestingly, my mouse works fine through the D6000.

Thanks again.