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.

[AlbanRampon]

I'm afraid the photos went to very low res and I can't see anything in them.

Have you tried to connect in USB-A? The white lights means the dock woke-up, but this is also confirmed by the USB2 mouse recognised.
Have you tried to connect a USB3 device to one of the docking station SuperSpeed (SS) port? Usually something like a Flash drive, or SSD/HDD could be USB3.

USB2 and USB3 are different "pipes". If USB3 is broken, you can still have the mouse working.
Missing in Device Manager or Port Reset failed is not a driver issue. The fact there isn't a trace of the D6000 in DevManView.html (Device Manager) suggests it's not enumerating properly, and that's why the driver isn't starting and no visible trace in the logs.
From Network_Statistics.txt, I see there isn't the network adapter present either, that's a separate entry missing in Device Manager which would call a network driver.

Could you check there isn't any bent pin on the USB-C connector?

Was the update tool successful? It does not update the DisplayLink chip, as that one is updated automatically by the driver without running any special tool.
Have you power-cycled the dock after running the Dell updater?

Unfortunately, at this time I have more questions than answers, but that sounds like a dock problem.

Regards,
Alban

[fuelof]

Thanks again sir,

I'm attempting to report this to Dell to use the limited hardware warranty, as this was purchased in May of last year. I'll update after they assess this issue. Unfortunate the images were too large. To your questions:

Could you check there isn't any bent pin on the USB-C connector?
Nothing appears bent.
Was the update tool successful?
Yes.
Have you power-cycled the dock after running the Dell updater?
Yes

[AlbanRampon]

You're welcome.
I agree at this stage it is best to reach out to the manufacturer to discuss hardware replacement.
The device needs to be recognised by the OS first.
I'm sorry it wasn't a quick software trick.
Regards, Alban

[fuelof]

Thank you for your prompt and helpful assistance.

Wanted to document the resolution in case other users were in a similar situation in the future:

I found out Dell would not service the dock without a Dell Service Tag (e.g., "Express Service Code" or similar code). I purchased from Amazon's Dell Store, and Dell does not include these codes with docks sold through Amazon's Dell Store.

Luckily, after Amazon learned the reasons why Dell would do nothing in this case, Amazon immediately sent me a new dock. Amazon only requested I send them the malfunctioning dock, at no charge to me.

So far the new dock works perfectly!