hello
I have a SELORE docking station (15 in 1 - model: https://seloreglobal.com/collections/usb-c-docking-station/products/docking-station-dual-monitor-15-in-1), with 1 monitor connected to the HDMI out port (60Hz port) and 1 monitor connected to the DP out port. This is connected to my surface pro 3 laptop.
Every time I start up my laptop with the docking station connected, then turn the monitors on, I get the following error "USB Device not recognized. The last USB device you connected to this computer malfunctioned and Windows does not recognize it". The monitors go into power saving mode and remain blank. If I unplug and re-plug the docking station in, the monitors fire up fine.
Why do I have to disconnect and reconnect the docking station after windows has started up in order for the monitors to work? Is there a fix for this?
I have updated the intel graphics and monitor drivers to the latest versions.
Hi @utubu uasi ，
①The Surface Pro 3 computer we have found is a 2014 computer, which does not have a C port, so we need to further confirm your computer model
②Right-click this computer-Management-Device Manager-Processor, take a screenshot to see the processor model and driver version.
③Right-click this computer-Management-Device Manager-Display Adapter-Display Adapter, take a screenshot to see the graphics card driver version.
④Do you have other computers? You can try to see if there is the same problem in the same usage scenario
⑤Take a whole connection diagram to see the connection status (need to include the monitor, product, and computer)
@Selore Global Hello - it is not a surface pro 3, it is a surface laptop 3 (apologies).
Screenshots attached. I have a DELL laptop which works fine. If I leave the docking station in and start it up, the monitors startup.
I am not sure what whole connection diagram means? Do you want me to draw what I have connected?
@utubu uasi
Yes, you need to take a photo.
⑤Take a whole connection diagram to see the connection status (need to include the monitor, product, and computer)
We need to determine whether you are connected correctly
This is the best photo I can take without disconnecting all of the cables and pulling it out. I have noted in red where the cables are connected.
1
@utubu uasi
①From the pictures you provided, it can be seen that you did not use the wires we configured to use the product. Please use the wires we provided.
②Click the link below to download the DK1001 upgrade package
https://drive.google.com/file/d/1D4NHD_ttMaJVJvs6NhR6rCvu18OHk-cg/view?pli=1
I'm not sure what you mean. All I've used is two new hdmi cables from the docking station to the two monitors and a new laptop usb c charger to the docking station.
The usb c cable from docking station to laptop is the one you provided with the device. This is the only cable that came with the device.
Can you please also advise what I need to do with the link you've provided above? There is a bunch of files but no instruction in the zip file.
Hi @utubu uasi
Please click the link,
https://drive.google.com/file/d/1D4NHD_ttMaJVJvs6NhR6rCvu18OHk-cg/view?pli=1
then click the download button in the upper right corner. After downloading, please unzip the compressed package to a folder on your computer (you can create a new folder), and then follow the installation instructions of the file below.
https://cdn.shopify.com/s/files/1/0660/6713/6733/files/specification.docx?v=1728351575
Thanks I did that, but still I get the same issue. Monitors are not recognized on startup and I have to disconnect and reconnect the monitors.
Here is a screenshot of the info screen.
