Sabrent USB 3.0 docking station and stuttering mouse cursor
Client purchased 5 HP laptops and 5 Sabrent docking stations without consulting me. The laptops were home version and had to be upgraded to Pro for starters. The laptop has no USB 3.1c ports, and the Sabrent uses a USB3 port anyhow. Laptop is a touch screen 2-in-1 model which works perfectly while not connected to the dock, with the exact same USB mouse(s). 2 wireless mouse and 1 wired mouse have been used in extensive testing. I have swapped the dock with another user that reports no problems, but yet it continues. He has 1 VGA connected display on the dock, vs some users have multiple displays. 2 of the 5 users experience this problem. It varies how often it happens, but could be as often as every other minute for several minutes and then fine for hours. The USB ports were tested for voltage, data transfer (flash drive). We have moved the dock connection to all USB ports (3.0 or 2.0), as some articles mention better success on 2.0. Excel is the most common program where the problems occur, but not limited to. The issue can happen while no network activity (or very low). I have installed all driver, BIOS, and software (Display Link) updates. Laptop does run warm, but issue doesn't occur while stress testing at max cpu temp (92c). Typically runs below 70c
Thoughts > Getting HP docking station for testing (USB 3.0). Will compare temps on other users laptops. Display on worst problem laptop doesn't have a widescreen LCD, old VGA monitor. Changed out the VGA cable, but not the monitor. Cursor stuttering isn't a long enough pause to detect if the screen is updating information or also pausing.
Thoughts > Getting HP docking station for testing (USB 3.0). Will compare temps on other users laptops. Display on worst problem laptop doesn't have a widescreen LCD, old VGA monitor. Changed out the VGA cable, but not the monitor. Cursor stuttering isn't a long enough pause to detect if the screen is updating information or also pausing.
nobus
any chance you can return the laptops and switch to a better suited model?
I would try it without the VGA monitor. If it then works, swap the monitor.
ASKER
It's not bidirectional. Not sure how that could play a role in this problem. I will suggest the client swaps the monitor anyways and let you know.
This could be a power issue as well. Make sure the A/C power cable is snugly plugged into the A/C outlet and the power brick. If you can swap the power adapter with one of the units that is working. I would stick with the USB 3.0 port, especially if you are trying to drive an older monitor (USB 3.0 provides more power than 2.0). Checking voltage levels from the USB connector can display the correct voltage, but that does not mean it has the amperage required. Make sure the monitor is using the same A/C power as the laptop adapter (same duplex plugs or same power strip). Different out lets can be on different main power legs (although unlikely in the same room/location). If so minor differences in reference neutral and reference ground can occur.
Also check windows update, to make sure its not sucking up resources. You need to check for updates multiple times to make sure nothing is outstanding. Windows update notoriously eats system resources in the background with little indication as to why the system is not running as it should.
You said you swapped the dock to a user who was having no issues, but unclear about the results. Did the dock from the failing system work OK with the good user? Did the good dock from working user fail on the failing system? I assume both are true.
Also check windows update, to make sure its not sucking up resources. You need to check for updates multiple times to make sure nothing is outstanding. Windows update notoriously eats system resources in the background with little indication as to why the system is not running as it should.
You said you swapped the dock to a user who was having no issues, but unclear about the results. Did the dock from the failing system work OK with the good user? Did the good dock from working user fail on the failing system? I assume both are true.
ASKER
I did not move the power brick for the dock or the laptop. I can test the power, and will add that to my list to perform. I have tried all ports (2.0 & 3.0). I would always prefer the 3.0 normally. The voltages and amps on all ports were tested with a pass thru tester. Monitor is on same power source. The dock that failed was moved to an office that is currently not in use (Employee has not been replaced yet). Not seeing resource problems, RAM/CPU/SSD. No slow response on SSD or high handles usage. It does run hot all day long. But that occurs even when not connected to dock, when it has never happened (The stutter). The new docks should be in for testing any day. So I will be able to report more soon.
"The dock that failed was moved to an office that is currently not in use " So does that mean you don't know if its also failing at the unoccupied Office? Can you swap the monitor? Or, disconnect it for long enough to determine if the dock works without it?
ASKER
So far the first HP dock is only slightly better than the Sabrent dock. Not good enough was the response I was given. So I have requested maintenance to test the outlets in that office. I have my fingers crossed Fred may have found the issue.
ASKER
Correct on the nobody knows if the dock works on the good computer. They are reluctant to move monitors, but I have suggested it again today.
The dock working (or not) on another PC is a critical piece of the puzzle. The ultimate cause could be in either the dock, the PC or the devices attached. All can be eliminated by swapping stuff around, but they won't let you swap the monitor, you swapped in another dock that also fails, but don't know if the original failing dock works in the unoccupied office. Hard to firmly eliminate anything here.
ASKER
Wish I could do more. That office is locked, so even if I wanted to I do not have access. I am an outside consultant. I don't want to push.
Yep, I understand. I'm in that boat often too.
ASKER
Found an article yesterday and we are testing it now. I created a batch file below, to create a registry entry:
:DISABLE_ME_PM
reg add HKLM\SYSTEM\CurrentControlSet\Services\MEIx64\Parameters\ /v PG_DISABLED /t REG_DWORD /d 1 /f
:DISABLE_ME_PM
reg add HKLM\SYSTEM\CurrentControlSet\Services\MEIx64\Parameters\ /v PG_DISABLED /t REG_DWORD /d 1 /f
I found a similar article at https://www.dell.com/community/XPS/XPS-15-9570-mouse-keyboard-lag-repeating-keys/td-p/7235707/page/4
Seems with multi core processors the power settings of the Intel Management Engine (Intel ME) puts unused cores into a deep C state of sleep. When they can't wake up fast enough to handle the keystokes or mouse movements over USB quickly enough, you get lags. Dell provided a patch, which is a essentially a batch file to perform the same as you have above ... Its here if you want to use it on other PCs with the issue...
@echo off
for /f "tokens=4-5 delims=. " %%i in ('ver') do set VERSION=%%i.%%j
rem Win10 version: 10.0
rem Win8.1 version: 6.3
rem Win8 version: 6.2
if "%version%" == "10.0" goto CHECK_X64
if "%version%" == "6.3" goto CHECK_X64
if "%version%" == "6.2" goto CHECK_X64
goto NO_NEED_PATCH
:CHECK_X64
if not defined ProgramFiles(x86) goto NO_NEED_PATCH
:DISABLE_ME_PM
reg add HKLM\SYSTEM\CurrentControlSet\Services\MEIx64\Parameters\ /v PG_DISABLED /t REG_DWORD /d 1 /f
@echo Please reboot your system to make the patch take effect.
pause
goto END
rem Not Supported OS
:NO_NEED_PATCH
@echo This OS doesn't require this patch.
@echo Press the space key to exit.
pause
goto END
:END
Seems with multi core processors the power settings of the Intel Management Engine (Intel ME) puts unused cores into a deep C state of sleep. When they can't wake up fast enough to handle the keystokes or mouse movements over USB quickly enough, you get lags. Dell provided a patch, which is a essentially a batch file to perform the same as you have above ... Its here if you want to use it on other PCs with the issue...
@echo off
for /f "tokens=4-5 delims=. " %%i in ('ver') do set VERSION=%%i.%%j
rem Win10 version: 10.0
rem Win8.1 version: 6.3
rem Win8 version: 6.2
if "%version%" == "10.0" goto CHECK_X64
if "%version%" == "6.3" goto CHECK_X64
if "%version%" == "6.2" goto CHECK_X64
goto NO_NEED_PATCH
:CHECK_X64
if not defined ProgramFiles(x86) goto NO_NEED_PATCH
:DISABLE_ME_PM
reg add HKLM\SYSTEM\CurrentControlSet\Services\MEIx64\Parameters\ /v PG_DISABLED /t REG_DWORD /d 1 /f
@echo Please reboot your system to make the patch take effect.
pause
goto END
rem Not Supported OS
:NO_NEED_PATCH
@echo This OS doesn't require this patch.
@echo Press the space key to exit.
pause
goto END
:END
ASKER
This did not resolve the problem. Back to the drawing board.
If you have USB port on monitor, that might work better than the dock. Wireless mice are finicky so the better line of sight the better.
You might also try a wired mouse for troubleshooting purposes.
You might also try a wired mouse for troubleshooting purposes.
ASKER
"2 wireless mouse and 1 wired mouse have been used in extensive testing. "
We have since even tried more wired devices, since the keyboard is starting to have problems. Monitor has no USB ports. Line of sight is very important, but already clear line of under 2' away.
We have since even tried more wired devices, since the keyboard is starting to have problems. Monitor has no USB ports. Line of sight is very important, but already clear line of under 2' away.
I assume the wired devices work fine which would lead me to believe that the USB port is OK. Perhaps there is some sort of interference with the problem docks. If that's the case, I would look for a keyboard/mouse setup that allowed Bluetooth & wifi to see if that worked better.
I would also look for driver & software updates from Sabrent. If possible try different frequency ranges.
Not sure why wired devices would not work properly with the docking station.
Possible to still use laptop USB ports while docked?
I would also look for driver & software updates from Sabrent. If possible try different frequency ranges.
Not sure why wired devices would not work properly with the docking station.
Possible to still use laptop USB ports while docked?
ASKER
No. As I stated orginally, the wired devices don't work any better than wireless.
Done all of those things if you read through the conversation.
Doesn't matter if laptop USB ports, same result.
Done all of those things if you read through the conversation.
Doesn't matter if laptop USB ports, same result.
That's really strange. I suggest Sabrent updates & contacting their support. If they don't have a solution then I would RMA the dock. Apparently this is a compatibility issue.
Strange that the HP dock is no better. I would contact them too.
Strange that the HP dock is no better. I would contact them too.
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ASKER
When docking stations are not connected (4 different units / 2 brands) attempted, is when the issue happens. Disconnect a dock with the same mouse and keyboard and everything is flawless for an entire day (100% success like this). New monitors didn't help.
This laptop is being replaced and given to someone as a take home for remote work only. When the new laptop arrives, we will first test with existing mouse, keyboard, monitor, and docking stations.
This laptop is being replaced and given to someone as a take home for remote work only. When the new laptop arrives, we will first test with existing mouse, keyboard, monitor, and docking stations.
I think that's a good approach. Since you are replacing the laptop, I would ask Sabrent if they have any recommendations.
was my suggestion overlooked ?
any chance you can return the laptops and/or docks and switch to a better suited model?
any chance you can return the laptops and/or docks and switch to a better suited model?
ASKER
Sorry, thought I responded to that question already. No. Customer purchased those from retail store, and they are no longer under warranty.
"When docking stations are not connected (4 different units / 2 brands) attempted, is when the issue happens. Disconnect a dock with the same mouse and keyboard and everything is flawless"
Did you mis-write? "When the docking stations are not connected, the issue happens"? or "Disconnect the dock and everything works flawless"? Both can not be true.
To be clear, if Multiple keyboards and mice fail when connected to any one of multiple brands of docking station. Yet the same docks, keyboards and mice work OK on other laptops. And the same keyboards and mice work OK plugged into the laptop directly. It that is all true, the problem is still most likely in the laptop. And most likely not getting enough power to the USB ports you are using on the laptop. (a theory offered quite a while ago). I didn't notice the laptop model number reading earlier, so I can't give you more specific ideas about how to check the laptop USB ports / connectors, power.
Even though the store "warranty" has expired, you should have at least a one year OEM warranty... right?
Did you mis-write? "When the docking stations are not connected, the issue happens"? or "Disconnect the dock and everything works flawless"? Both can not be true.
To be clear, if Multiple keyboards and mice fail when connected to any one of multiple brands of docking station. Yet the same docks, keyboards and mice work OK on other laptops. And the same keyboards and mice work OK plugged into the laptop directly. It that is all true, the problem is still most likely in the laptop. And most likely not getting enough power to the USB ports you are using on the laptop. (a theory offered quite a while ago). I didn't notice the laptop model number reading earlier, so I can't give you more specific ideas about how to check the laptop USB ports / connectors, power.
Even though the store "warranty" has expired, you should have at least a one year OEM warranty... right?
ASKER
LOL, yes mistyped. When connected to any dock is when the problems happen. When not connected to a dock, no problems.
ASKER
I have tested the USB power (Passthrough) with devices connected, and we have never logged a drop in any power. Even if the USB connection tested is the docking station to laptop.
I don't know what model, I will have to get someone on site to forward me that information.
HP 1 year warranty is expired. They are probably 2+ years old already. I told it was a bad purchase (For heavy business use) when they got them. 1 died shortly after warranty, and this could make 2 (of 4).
I don't know what model, I will have to get someone on site to forward me that information.
HP 1 year warranty is expired. They are probably 2+ years old already. I told it was a bad purchase (For heavy business use) when they got them. 1 died shortly after warranty, and this could make 2 (of 4).
what model are the laptops?
ASKER
HP 2-in-1 laptops/tablets. No idea on the model #, but I can request they send me that info.
The laptop didn't always have the problem, it started when a new employee took over the position. He is not one to install any software on his computer (Nothing installed that wasn't approved.) The hardware did move offices during the transition to new employee, so some sort of interference is possible. Note: The move corresponded with new offices in an addition to the building.
The laptop didn't always have the problem, it started when a new employee took over the position. He is not one to install any software on his computer (Nothing installed that wasn't approved.) The hardware did move offices during the transition to new employee, so some sort of interference is possible. Note: The move corresponded with new offices in an addition to the building.
what is a 2 - in one ?
Laptop getting bumped or dropped can cause a cable to shift or loosen. Especially if it was not totally secured in the initial build. Oce you have the laptop model, We can check to see how the USB ports connect to the MOBO.
ASKER
Laptop that converts to a tablet. It bends all the way backwards until the back of the screen touches the bottom of the laptop. Companies have been selling them for years.
ah - i see tx for clearing it up
ASKER
New laptop has arrived and I will be installing things tommorow. If I have time, I may try to play with the existing docking stations more.
ok - keep us posted
ASKER
The Thinkpad works perfectly with the Sabrent docking station (The exact one that had the problems), and the same mouse & keyboard combination. User could not go an entire day without problem before. Now a day and a half later with no issue, it seems to point to a problem with the HP laptop.
did the new laptop have the problem also ?
Sounds like the Thinkpad is a good fit for the Sabrent docking station. Maybe they can use the HP laptop elsewhere. My guess is the HP laptop would work best without a docking station.
ASKER
The Thinkpad is the new laptop.