USB-C docks disabled after Displaylink Driver update on our network

andyofne · 10-11-2019, 07:41 PM

Displaylink devices being disabled in Windows 10 Device Manager (mostly 1803) after DisplayLink driver update (9.2.2335.0) applied last night.

We have been seeing this all across the country affecting both Dell and HP laptops using USB-C Targus and Humanscale docks.

The dock or DisplayLink device will be present in the device manager but disabled.

It's easy enough to re-enable but the customer cannot do so as they do not have admin rights to open device manager.

I noticed this to a lesser extent in August but today I've probably had 20 machines myself.

gregeusa · 10-14-2019, 11:08 PM

I have the same thing with the same driver rev. Have a Plugable dock, the one with the 3 video outputs.

Was fine before, now when it goes go sleep and is "awoken" 2 or all 3 of the monitors don't come back. unplugging the dock usually brings back 2 of the 3 monitors, but a reboot is required.

I will try disabling and enabling the driver, perhaps that will work and save a reboot.... real pain in the arse to come back to your desk at work with 4 monitor's worth of windows all crammed on the laptop screen, and having to sort them out and close them before rebooting.

Greg

jprice88 · 10-16-2019, 01:55 PM

We are having this same issue as well. Displaylink is disabled upon update and we are having to manually re-enable in device manager.

Waiting on a user now to report the problem so we can run the support tool to pull logs.

gregeusa · 10-16-2019, 03:34 PM

this happens quite often after the system sleeps or does a screen off, it is not a one time thing...

if someone has a tool to capture a log, let me know before I throw the thing though the windows.

Greg

AlbanRampon · 10-17-2019, 07:15 PM

Hello,

Do you have any error code in Device Manager or in the Events Viewer matching the time?

The tool for logs is the last link of my forum signature.

Regards,
Alban

gregeusa · 10-17-2019, 09:17 PM

I downloaded the tool and got lots of files, most not in readable format.
The event viewer has a lot of logs, which should I look in?
The device manager indicated an error, and I will get that error to you, I am trying to get work done today, and this is the third time I had to restart my video adapters (disable then re-enable)

Can I send the zip of the displaylink files to you?

Greg

mwe · 11-06-2019, 10:36 AM

Same issue here. Using Win 10 (1809) with different USB-A and USB-C docks. Just reached 100k installations upgrading from DisplayLink 9.0.1809.0 to 9.2.2220.0. On some clients DisplayLink device is present in the device manager but disabled. Workaround is enabling in device manager or uninstalling/installing DisplayLink again.

gregeusa · 11-06-2019, 04:11 PM

The issue I was seeing was coming out of sleep, and in device manager, there were errors, and the error said the device failed to start.

So I could not just enable from this state. I had to disable, then re-enable the drivers. Worked fine until next sleep.

Another thing, if it went to sleep, and I woke it shortly afterwards, no issues, but if it had been sleeping for some time, then this problem.

I double checked no hybrid sleep, no fast boot, no power saving on the internal devices.

Greg

sgkean · 11-06-2019, 07:43 PM

We stopped deploying 9.2 as we were starting to increase the deployments of it. Out of around 80K laptops, we were running into a 2-3% failure rate which requires a technician with elevated rights to fix it in the Device Manager or uninstall/reinstall. We still have another 60K - 70K laptops to deploy it to around the world.

I have sent logs to DisplayLink.

AlbanRampon · 11-21-2019, 07:37 PM

Hello,

I believe we have now found the root cause in the recently released postponed installation feature logic.
Our findings is that this affects Windows 10 v1803 with MSI deployment on non-USB unplug driver swap trigger.

We could share privately share a development build, but because it is a development build, it isn't Microsoft WHCP/WHQL signed, making it compulsory to install a digital certificate.

The engineering team is working on issuing a 9.3 Release Candidate which will be WHCP/WHQL and you will be able to remote install without adding a certificate to the trust store. A Release Candidate is intended to be identical to the Release but is NOT yet been fully tested, therefore it might change and is not recommended for general deployment.

Kind regards,
Alban
Ref 30802

10-11-2019, 07:41 PM	#1
andyofne Junior Member Join Date: Oct 2019 Posts: 1	USB-C docks disabled after Displaylink Driver update on our network Displaylink devices being disabled in Windows 10 Device Manager (mostly 1803) after DisplayLink driver update (9.2.2335.0) applied last night. We have been seeing this all across the country affecting both Dell and HP laptops using USB-C Targus and Humanscale docks. The dock or DisplayLink device will be present in the device manager but disabled. It's easy enough to re-enable but the customer cannot do so as they do not have admin rights to open device manager. I noticed this to a lesser extent in August but today I've probably had 20 machines myself.

10-16-2019, 01:55 PM	#3
jprice88 Junior Member Join Date: Oct 2019 Posts: 1	Bump We are having this same issue as well. Displaylink is disabled upon update and we are having to manually re-enable in device manager. Waiting on a user now to report the problem so we can run the support tool to pull logs.

10-17-2019, 07:15 PM	#5
AlbanRampon Senior Member Join Date: Sep 2015 Location: Cambridge, UK Posts: 1,678	Hello, Do you have any error code in Device Manager or in the Events Viewer matching the time? The tool for logs is the last link of my forum signature. 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

11-21-2019, 07:37 PM	#10
AlbanRampon Senior Member Join Date: Sep 2015 Location: Cambridge, UK Posts: 1,678	Hello, I believe we have now found the root cause in the recently released postponed installation feature logic. Our findings is that this affects Windows 10 v1803 with MSI deployment on non-USB unplug driver swap trigger. We could share privately share a development build, but because it is a development build, it isn't Microsoft WHCP/WHQL signed, making it compulsory to install a digital certificate. The engineering team is working on issuing a 9.3 Release Candidate which will be WHCP/WHQL and you will be able to remote install without adding a certificate to the trust store. A Release Candidate is intended to be identical to the Release but is NOT yet been fully tested, therefore it might change and is not recommended for general deployment. Kind regards, Alban Ref 30802 __________________ 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

10-14-2019, 11:08 PM	#2
gregeusa Junior Member Join Date: Oct 2019 Posts: 6	I have the same thing with the same driver rev. Have a Plugable dock, the one with the 3 video outputs. Was fine before, now when it goes go sleep and is "awoken" 2 or all 3 of the monitors don't come back. unplugging the dock usually brings back 2 of the 3 monitors, but a reboot is required. I will try disabling and enabling the driver, perhaps that will work and save a reboot.... real pain in the arse to come back to your desk at work with 4 monitor's worth of windows all crammed on the laptop screen, and having to sort them out and close them before rebooting. Greg

10-16-2019, 03:34 PM	#4
gregeusa Junior Member Join Date: Oct 2019 Posts: 6	this happens quite often after the system sleeps or does a screen off, it is not a one time thing... if someone has a tool to capture a log, let me know before I throw the thing though the windows. Greg

10-17-2019, 09:17 PM	#6
gregeusa Junior Member Join Date: Oct 2019 Posts: 6	I downloaded the tool and got lots of files, most not in readable format. The event viewer has a lot of logs, which should I look in? The device manager indicated an error, and I will get that error to you, I am trying to get work done today, and this is the third time I had to restart my video adapters (disable then re-enable) Can I send the zip of the displaylink files to you? Greg

11-06-2019, 10:36 AM	#7
mwe Junior Member Join Date: Nov 2019 Posts: 1	Same issue here. Using Win 10 (1809) with different USB-A and USB-C docks. Just reached 100k installations upgrading from DisplayLink 9.0.1809.0 to 9.2.2220.0. On some clients DisplayLink device is present in the device manager but disabled. Workaround is enabling in device manager or uninstalling/installing DisplayLink again.

11-06-2019, 04:11 PM	#8
gregeusa Junior Member Join Date: Oct 2019 Posts: 6	The issue I was seeing was coming out of sleep, and in device manager, there were errors, and the error said the device failed to start. So I could not just enable from this state. I had to disable, then re-enable the drivers. Worked fine until next sleep. Another thing, if it went to sleep, and I woke it shortly afterwards, no issues, but if it had been sleeping for some time, then this problem. I double checked no hybrid sleep, no fast boot, no power saving on the internal devices. Greg

11-06-2019, 07:43 PM	#9
sgkean Junior Member Join Date: Apr 2017 Posts: 11	We stopped deploying 9.2 as we were starting to increase the deployments of it. Out of around 80K laptops, we were running into a 2-3% failure rate which requires a technician with elevated rights to fix it in the Device Manager or uninstall/reinstall. We still have another 60K - 70K laptops to deploy it to around the world. I have sent logs to DisplayLink.