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PAMurilloFlag for United States of America

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External Monitors not recognized by Laptop

Hi Everyone,
I have a client with Dell Latitude 5580 and a USB-C/DP port with a StarTek dual DP connections and 2 external monitors. She is mobile so she disconnects/reconnects the StarTek adapter  regularly. Recently she tried connecting the StarTek adapter but the laptop does not recognize the adapter or monitors.
I have tried:
>Uupdating the Graphics Driver
>unplugging/replugging the DP connections at the monitor and at the adapter
>Making sure the monitors are set to DisplayPort input
*The monitors do not have a DP out so I cannot daisy-chain them, they have to use the adapter

Any other suggestions?
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John
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@John
BIOS sounds logical. Let me try that
Avatar of Gerwin Jansen
It may just be broken.
i have seen many usb connecters that did not contact properly - the connector  get torn in every direction
if she wants to plug in/out regularly, irecommend she uses a regular hub, with more ports, so she has backup options
if the connector is broke n - that usually means a new board
Everyone, there were 2 updates from Dell - Bios & Chipset. I updated both on the machine. This helped but not 100%.

With the monitors connected to the adapter and connecting the adapter to the laptop, the computer still didn't recognize the monitors. We had to unplug/replug each monitor cable into the adapter to get the computer to recognize them. Is there anything that can be done to address that?
she disconnects/reconnects the StarTek adapter  regularly.

I wonder (in line with other comments here) if this action physically or electrically damaged the connectors. USB keys must be removed safely for example.

Can you try a different adapter?
If the adapter is removed entirely, do the monitors work (one after the other)?
@John,
Let me see if we can test the monitors individually and I'll update you. In the meantime I'll have her order a replacement adapter.
what about my suggestion to use a hub ?
Hi Guys,
My client said they solved it by plugging in the adapter to the laptop, then unplugging/replugging the 2 DP connections. The computer would then recognize the monitors so I can only think the problem is either the adapter or a Win10 issue (more likely). Unfortunately no one that we know of has a Thunderbolt/DP port on a different computer that we can try.

The adapter and the laptop are brand new so I don't think the port is worn out.

Upgrading the Bios/Chipset/Graphics Driver are always a good solution
Thank you for the update and I was happy to help.