USB DisplayLink Device (Plugable UD-3900) Not Detected - No Display

System:  Surface Pro 3 with Windows 10 (non-upgrade, it came with Windows 10)

The above system stopped detecting the Plugable UD-3900 Docking Station, which uses DisplayLink to allow for video output to a monitor via a USB connection to the dock and a DVI connection from the dock to the monitor.  We followed Plugable's instructions, which state to download the latest driver from DisplayLink's website before plugging in the dock.  The display worked for a few days, then it stopped even being detected all of a sudden.  The dock is not even showing up in the Windows Device Manager under USB Video Adapters as it was before.  

We've tried installing all the latest updates, then rebooting, then uninstalling the DisplayLink drivers, then running the DisplayLink driver cleanup tool and rebooting, then reinstalling the drivers and rebooting --- did not work.

We've tried the above procedure with older versions of the drivers -- did not work.  

We've tried plugging another Surface Pro 3 with Windows 10 on it into the same dock, and the display worked perfectly.  This means that the problem lies with the one Surface and not the dock.  We've tried working with Plugable support, but their advice is to reinstall Windows, which is not an option for us now.  

What could possibly be causing our Surface not to see the display connected to the DisplayLink docking station?
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Davis McCarnOwnerCommented:
Have you tried plugging a wired mouse or a flash drive into the Surface Pro to test the port?
Gerwin Jansen, EE MVETopic Advisor Commented:
So reinstall is not an option, that's OK. Is a Refresh an option maybe?

Dit you try and run the PlugDebug utility?
jd1114Author Commented:
We've tried other USB devices in the Surface's port, and they work.  We did run the PlugDebug utility and sent Plugable the results.  They were unable to help.
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Gerwin Jansen, EE MVETopic Advisor Commented:
Then I suggest you make a full backup and reinstall. If that doesn't help and the other device keeps working then you must have a hardware defect. You can restore the backup.  Any warranty?
jd1114Author Commented:
How do you reinstall Windows 10?  The Surface Pro 3 didn't come with any reinstallation media.
Gerwin Jansen, EE MVETopic Advisor Commented:
That's why I was referring to try a refesh first ;)

Here's hoe to create Installation media:

and how to reset:
Davis McCarnOwnerCommented:
Surface Pro 3 reset:
Download recovery image for Surface:
I; however, would troubleshoot more first.
In an elevated command prompt, type:
In the Device manager window which appears, do View -> Show hidden devices
Expand the category the UD-3900 should appear in (display adapters?)  If it shows as grayed out with it plugged in, it is being misdetected and appears in another category.  It may take some doing; but, if you locate where it does appear and uninstall it with the device unplugged, it may well install correctly when you plug it back in.
jd1114Author Commented:
Thank you, Davis.  I just found out that the Surface doesn't detect ANY USB 3.0 devices.  I tried two different USB 3.0 drives with it, and neither one worked.  What's strange is that USB 2.0 devices do work with the Surface.
Gerwin Jansen, EE MVETopic Advisor Commented:
The device may be defective, you may have to do a hardware reset or contact Surface Technical Support.
Davis McCarnOwnerCommented:
USB3 adds 5 more pins on the bottom side of the connector.  Check it physically for damage and check that it is listed as such in the device manager. (Renaisis and Intel are the most common)

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Gerwin Jansen, EE MVETopic Advisor Commented:

Hardware specs:


Full-size USB 3.0

microSD™ card reader

Headset jack

Mini DisplayPort

Cover port
jd1114Author Commented:
Yeah, it looks like a hardware failure.  Thanks to all who posted.
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