Plugable Products Debugging Tool

The Plugable Debug Tool was designed to collect system information and logs to help us quickly diagnose device and software problems in detail.

If you’ve already contacted us about an issue and have an open support ticket, please send us the resulting .zip file (generated by our PlugDebug program and saved to your desktop) via email directly to our support address at support@plugable.com by adding it as an attachment. If you know your support ticket number, please put “For ticket #xxxxx” in the subject line. If not, please put the name of the person who has been helping you so they receive the file.

Please note: If you have contacted us through the Amazon Marketplace you will need to email the .zip file directly to support@plugable.com as Amazon will remove the attachment if sent through their system.

If you haven’t contacted our support about an issue yet, just email support@plugable.com and attach the .zip file, along with a brief summary of your issue. Please include either your Amazon order ID or what product you are requesting support for.

When collecting diagnostic logs:

  • Run the tool soon after the problem has occurred (so the problem is visible in the most recent logs).
  • Have the problematic device connected at the time of running, if possible.

 Running the tool on Windows:

  1. Download the Plugable Debug Tool for Windows here, then run Plugdebug-Win32-<version_number>.exe (Plugdebug runs on both 32-bit and 64-bit systems)
  2. For diagnosing networking issues, please check the “Allow Plugdebug to gather advanced network connection info” checkbox.
  3. Click on “Start”. After a few minutes, a .zip file will be saved on your desktop.
  4. The .zip file includes your machine name and current date in the format Machine_DATE_TIME.zip — e.g. C:\Users\Joe Smith\Desktop\MY-LAPTOP_20140101_093015.zip
  5. Email the latest .zip file created by PlugDebug to support@plugable.com along with a brief summary of your issue. Please include either your support ticket number (if you have one) or Amazon Order ID and what product you are requesting support for.
  6. Next Steps

Running the tool on Mac OS X: (Intel based Macs only)

Plugdebug Mac

  1. Download the PlugDebug version appropriate to your OS X version below:
  2. Double-click on the .zip file to extract it, then run Plugdebug.app
  3. Click on “Start”. After a few minutes, a .zip file will be created on your desktop.
  4. The .zip file includes your machine name and current date in the format Machine_DATE_TIME.zip — e.g. /Users/Joe Smith/Desktop/localhost_20140101_093015.zip
  5. Email the latest .zip file created by PlugDebug to support@plugable.com along with a brief summary of your issue. Please include either your support ticket number (if you have one) or Amazon Order ID and what product you are requesting support for.
  6. Next Steps

Running the tool on Linux:Plugdebug Linux

NOTICE: We do our best to make sure that Plugdebug runs on as many Linux Distributions as possible, but we can only test so many. If you encounter issues on your distribution of choice, please let us know and we will do our best to fix it.

  1. Plugdebug is currently known to work on Ubuntu, Debian, Arch, Fedora, and Red Hat-based systems.
  2. Download the PlugDebug version appropriate to your Linux version below:
  3. Make sure “Allow executing file as a program” is checked under file permissions.
  4. Double-click on the .run file, and if prompted select “Run in Terminal”.
  5. Click on “Start”. After a few minutes, a .zip file will be created on your desktop.
  6. The .zip file includes your machine name and current date in the format Machine_DATE_TIME.zip — e.g. /home/Joe/Desktop/localhost_20140101_093015.zip
  7. Email the latest .zip file created by PlugDebug to support@plugable.com along with a brief summary of your issue. Please include either your support ticket number (if you have one) or Amazon Order ID and what product you are requesting support for.
  8. Next Steps

Next Steps:

  • We will analyze the logs and get back to you as soon as possible with any immediate solutions or workarounds.
  • Thanks for your patience while we work to help!

Problems? Read below:

If you are contacting us through the Amazon Marketplace, Amazon will remove the .zip file from the attachment. You must send the .zip file to our support email address directly through your personal email account.

If Gmail claims that the .zip file may contain malicious content, you will need to rename file, we suggest adding a .pdf to the end of the file name. (e.g. MY-LAPTOP_20140101_093015.zip.pdf)

Background on System Information and Logs:

The Plugable USB and Bluetooth Debugging Tool (PlugDebug) gathers the following system information:

  • PC and OS Spec and other system information
  • USB devices currently connected to the PC
  • Bluetooth devices in range of the PC
  • Installed Software
  • Recent history of devices plugged in to PC
  • Crash dumps
  • Driver Installation History
  • Network adapter information
  • DirectX Diagnostic Information
  • DisplayLink devices connected to the PC and status
  • Extended Display Identification Data (EDID)
  • Hard Drive SMART Data
  • Debug information contained in c:\Program Files\DisplayLink Core Software\Debug
  • DisplayLink registry settings stored under HKLM\Software\DisplayLink and HKCU\Software\DisplayLink

The Mac OS X Plugable USB and Bluetooth Debugging Tool gathers the following system information:

  • PC and OS Spec and other system information
  • Full System Profile as shown by Apple System Profiler
  • Loaded kernel modules
  • USB devices currently connected to the PC
  • Network adapter information
  • DisplayLink Software installed
  • DisplayLink devices connected to the Mac and status

The Linux Plugable USB and Bluetooth Debugging Tool gathers the following system information:

  • General System Information (Distro version, kernel version, etc)
  • Connected USB Devices
  • Connected PCI Devices
  • Bluetooth devices in range of the PC
  • Loaded Kernel Modules
  • Drive Information
  • Display Information
  • Network Settings
  • Installed Packages

Credits and Thanks:

We use the following NirSoft utilities in the Windows version of Plugdebug:

  • USBDeview
  • BluetoothView
  • MyUninstaller
  • DevManView
  • BlueScreenView
  • InstalledDriversList

We’d like to thank Nirsoft for their wonderful software. Without them this tool would have taken considerably longer to develop.

We also bundle a Windows binary of smartctl from the smartmontools project.