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How can I report Windows issues to DisplayLink?

If you believe you have found an issue that is not covered by a knowledge base article, you can help DisplayLink find the problem by providing the right information.

DisplayLink provide a support tool that can check for common issues and gathers up system information, useful to DisplayLink in diagnosing problems. Before submitting a bug to DisplayLink, please follow the steps below to provide the right information.

The support tool produces a zip file containing information stored in plain text. The file and log text are not encrypted (apart from the DisplayLink software log files) to allow you to see what data has been collected.

  • Download the Windows DisplayLink support tool.
  • Run the tool on your PC as administrator.
  • Click on “Enable Debug Logs”.
  • You’ll be prompted to restart the PC to create debug data.
  • Restart the PC.
  • If the problem is repeatable, please reproduce the bug.
  • Ensure the DisplayLink adapter is connected to your PC.
  • Run the tool after the problem has occurred and click on "Gather Support Information" to gather the system information DisplayLink requires.
  • The zip file of information will be saved on your Windows desktop.
  • The system information may take up to a few minutes to gather. You will be prompted once it is complete.
  • Close the tool and send the zip file to DisplayLink support, along with a description of the issue.
The Windows DisplayLink Support 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, C:\Windows\Temp\DisplayLink, and C:\ProgramData\DisplayLink\Debug
  • DisplayLink registry settings stored under HKLM\Software\DisplayLink and HKCU\Software\DisplayLink
  • Computer network information includes configured IP addresses and Mac addresses of network interfaces.
As gathering network statistics can take a long time, please only enable "netstat logging" under the Advanced Options if the issue you report is linked with network connectivity. Then follow the steps above to send the information to DisplayLink. 
This will provide even more detailed information to DisplayLink support.
Note: remember to Disable Debug Logs afterwards, otherwise the DisplayLink software will continue to generate log files, filling the debug directory.

 

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