DisplayLink Support Tool

This page is being kept live for historical purposes or advanced diagnostics only. Please use our new debugging tool here for all other support requests: http://plugable.com/support/plugdebug

 

The DisplayLink Support Tool collects system information and logs to help debug problems in detail.

Please email the resulting .zip file to support@plugable.com to help us understand the problem and/or potentially forward on to DisplayLink for additional analysis.

When collecting logs:

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

Collecting Logs on Windows

  1. Download the DisplayLink Support Tool for Windows (zip file contains both 32 and 64 bit versions)
  2. Click on “Gather Support Information”. After a few minutes, a “DisplayLink Support Files” folder will be created on your desktop, with a .zip file of support information inside
  3. The .zip file includes your machine name and current date in the format Machine_DATE_TIME.zip — e.g. C:\Users\Joe Smith\Desktop\DisplayLink Support Files\HP-LAPTOP_20111115_094814.zip
  4. Email the latest zip file to support@plugable.com with your Amazon order number and a link to any previous support discussion on http://plugable.com/support/ . Note: If the .zip file is too large to email, please open the .zip file and delete the file “MEMORY.DMP” (Memory Dump File) to greatly shrink the .zip
Collecting Logs on Mac
  1. Download the DisplayLink Support Tool for Mac, unzip, and run “DisplayLink Information.app”
  2. Click “Collect Info” and once ready, “Show File” to open the location where a .zip file has been created. Email the .zip file to support@plugable.com with your Amazon order number and a link to any previous support discussion on http://plugable.com/support/


Next Steps

We will analyze the logs and get back to you as soon as possible with any immediate solutions and workarounds. If the problem points to the need for a software change, we’ll forward the information to DisplayLink and secure a tracking number.

Software changes are often a long process — we apologize and appreciate your patience. We don’t want customers stuck with hardware that isn’t working as expected. If there is no good short-term workaround and a software fix is in the uncertain future, please email your Amazon order # to support@plugable.com and we’d be happy to help with a refund – we understand.

Background on System Information and Logs

DisplayLink’s USB graphics drivers make use of both the operating system and the main graphics drivers on your systems to enable multiple USB displays. This unfortunately means some problems are caused by complex interactions between several pieces of software. System details and DisplayLink logs help understand these class of problems.

The Windows USB Display Adapter Debug Tool gathers the following system information:

  • PC and OS Spec
  • Video adapters installed
  • DisplayLink service status
  • USB devices currently connected to the PC
  • Audio and Video Codecs installed
  • DisplayLink Software installed
  • DisplayLink devices connected to the PC and status
  • 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 DisplayLink debug tool gathers the following system information:

  • DisplayLink Software installed
  • DisplayLink devices connected to the Mac and status
  • Basic mode: basic System Profile as shown by Apple System Profiler
  • Full mode: full System Profile as shown by Apple System Profiler