Humanscale M/Connect Guide

M|Connect Troubleshooting Guide
Humanscale: M|Connect Troubleshooting Guide – Revision 4, March 7, 2018
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The following guide helps to identify any problems that may prevent the M|Connect dock from
functioning properly. Please note that all connections on M|Connect are tested twice before shipped to
customers; first at a core component electronics level and second as a completed, manufactured unit.
Thus, it is very likely that if there is a problem, it is an installation error involving the drivers or cables. This
Troubleshooting Guide will help to uncover and fix the specific issue. Start with your operating system. This
guide will help you to resolve any issues with Windows (below) or Mac OS X (Apple) operating systems.
The M|Connect runs on DisplayLink technology. DisplayLink is the world’s leading innovator and
producer of graphics transport technology. This troubleshooting guide addresses the most common issues
encountered with M|Connect. If you are experiencing a problem that is not covered in this guide, or would
like more information about using this DisplayLink enabled device, visit displaylink.com and search their
support documentation.

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Can’t Connect
It is important to determine if the reason a connection cannot be established is because of an issue with
the M|Connect or the computer. The first connection can take longer to establish than normal. Make sure
enough time is given. If the computer shows that drivers are being loaded in the bottom right corner of the
screen then M|Connect is establishing the first connection.
Question 1: Is the white power light lit on the hub?
No: verify the power cable is securely connected to the M|Connect and to a power source. The
M|Connect power brick also has a light on it to indicate that it’s receiving power. If this light is lit
and the M|Connect light is still not lit then check that the bridge cables that connect the dock to the
hub are fully inserted into the dock. If all cables are connected properly and the white light is still
not lit then it is a defective M|Connect.
Yes: Verify all cables are securely plugged into the M|Connect, monitors and computer. Then check
to see that the monitors are turned on and that the input is properly set. If a connection is still not
established, unplug the USB cable from the computer and plug it into a different port on the
computer.

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Question 2: Can other users, who have connected to an M|Connect, connect to the same station?
No: Check that the bridge cable(s) that connect the hub to the dock are fully inserted into the dock.
M/Connect 1 M/Connect 2
Yes: Is the USB cable damaged?:Unplug the USB cable from the computer and check that the pins
in the USB connector are not bent. There should be 5 pins uniformly spaced apart inside the
connector. An example of a bad connector is shown below. Next check that the port where the USB
cable plugs into the M|Connect is not damaged. An example of a bad port is shown below.
Yes: If a bent cable pin is discovered replace the cable. If a damaged port is discovered,
replace the M|Connect.
M/Connect 1 Only
No:Has the computer displayed a message stating “USB Device Not Recognized”?
Unplugging and reconnecting the USB cable will force this messages to flash again.
Yes: Unplug the USB cable from the computer, power cycle the M|Connect by
disconnecting the main power supply (waiting for 10 seconds) and then
reconnecting, and then reboot the computer. For M/Connect 2 simply press the
power button on the left side of the hub.
No: This indicates that the lack of connection is computer related. Advance to
question 3.

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Question 3: Are the drivers installed and up to date?
Windows
1. Verify that the DisplayLink software is installed.
a. From the Start menu, go to Control Panel.
b. In the top right drop down list select Large Icons
c. Click Program and Features.
d. Look for a program named DisplayLink Core Software.
i. If DisplayLink Core Software is not listed skip to step 9.
ii. If the version of DisplayLink Core Software is older than 8.1 skip to step 6a.
2. With the Upstream cable plugged into the computer, press the Windows key + R and type devmgmt.msc and press
Enter to open the Device Manager.
3. Click on Audio input and outputs, Network Adapters, Sound, Video and Game Controllers and USB Display Adapters.
4. Humanscale M-Connect devices should be listed as below. If not, the drivers were not correctly installed.
5. Check to see if M-Connect appears under “Other devices” by following the steps below:
a. Right click on the device(s) under “Other Devices” and choose “Properties”.
b. Click on the “Details” tab.
c. Click the Property (should say Device description) and scroll to “Hardware Ids”.
d. If the device is the M/Connect, you should see a value like USB\VID_17E9&PID_XXXX, where XXXX can be any
hexadecimal value (0-9 or A-F). If the VID is not 17E9, then this is not M/Connect.

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6. If the VID looks like above, then it is M/Connect but Windows is not associating the DisplayLink USB driver with
M/Connect. If this is the case, or if the devices are not listed as above, follow these steps to completely uninstall the
DisplayLink software and drivers and then reinstall the drivers.
a. Unplug the USB cable from the computer.
b. From the Start menu, go to Control Panel.
c. In the top right drop down list select Large Icons
d. Click Program and Features.
e. Double click on DisplayLink Core Software.
i. If no DisplayLink programs are listed skip to step 9.
f. A windows confirmation dialog opens (if enabled). Click Yes.
g. A Message may appear to state which software packages will also be uninstalled. Click Yes to uninstall.
7. Once uninstalled, you may be prompted to reboot. Click Yes to complete the uninstall.
8. Run the DisplayLink Installation Cleaner Tool for Windows to clear the registry and ensure that all DisplayLink
components have been removed: http://www.displaylink.com/downloads/file?d=64
a. Download and unzip the file from the link above. Right click the exe file and click “run as administrator”.
9. Install DisplayLink drivers.
a. Make sure the laptop is not connected to the M/Connect hub before the drivers are installed.
b. Go to the DisplayLink driver download page: http://www.displaylink.com/downloads/windows. And download
the latest version of DisplayLink USB Graphics Software For Windows.
i. There may be problems downloading and installing drivers because of a company’s firewalls. If this is
the case, the IT department will have to provide permission for the software driver download and
installation.
c. Follow the prompts to complete the download and begin the installation.
d. When the installation prompts for First Connect click the Skip button in the bottom right corner of the window.
e. After successful installation there may be a prompt to reboot the computer.
f. Once the computer has finished rebooting plug the USB cable into the computer.
10. If the DisplayLink drivers were correctly installed Humanscale M-Connect will appear in the Device Manager as shown
on step 3 and DisplayLink Core Software will appear in Programs and Features as shown in step 1.

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Mac OS X
1. Verify that the DisplayLink software is installed.
a. Open Finder and select Applications on the left side of the window.
b. Check for a folder named “DisplayLink”. If it is not there skip to step 9.
2. With the Upstream cable plugged into the computer, choose About this Mac from the Apple menu on the top left
corner of your main screen.
3. Click on More Info...., or for Lion and later: click on System Report. The System Information application will open.
4. Select the USB information from the Hardware category as shown in the screenshot:
5. In the USB devices list, locate M|Connect. If no devices are shown, then follow the steps below to try and make
M|Connect appear in System Information.
a. Unplug the USB cable from the computer then power cycle the M|Connect.
b. Reboot the computer.
c. If this does not make the M|Connect appear then skip to step 7.
6. If the M|Connect does appear but still does not work, check the Product ID (PID) should be checked to make sure the
device has started up correctly.
a. Click on M|Connect in the System Information to select it.
b. The product ID should be shown in the device properties. It will be a value like 0xXXXX, where XXXX can be any
hexadecimcal value (0-9 or a-f).
c. If the PID is 8060 or 8080, then the device has not booted up correctly. To recover the device:
i. Unplug the USB cable from the computer then power cycle the M|Connect.
ii. Reboot the computer.
d. If the device continues to appear with the same PID then then you should replace the M|Connect dock.
7. Repair disk permissions with Disk Utility
a. In OSX Yosemite and earlier, Disk Utility can repair file permissions on a startup disk. Permissions are file
settings that affect the ability to read, write, or execute (open or run) the file. If a file’s permissions are no
longer set correctly, software that uses the file might not work correctly. Permissions can be seen in the
Sharing & Permissions section of its Get Info window. Important Note: Beginning with OSX El Capitan
(10.11.x), system file permissions are automatically protected. It is no longer necessary to verify or repair
permissions with Disk Utility.

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b. Follow these steps in OSX Yosemite (10.10.x) or earlier:
c. Open Disk Utility, which is in the Utilities folder of the Applications folder.
d. Select the startup disk from the list of volumes.
e. Click the First Aid tab.
f. To check permissions, click Verify Disk Permissions. To repair permissions, click Repair Disk Permissions.
g. Disk Utility checks a file’s permissions only if the file has a corresponding receipt in /var/db/receipts. The
receipt tells Disk Utility what the permissions should be. Not all installers include a receipt with the files they
install (to check a system folder, open finder and select “Go” from the menu and enter the directory that you
wish to show such as /var/db/receipts).
8. Uninstall the DisplayLink Software
a. Open Finder and select Applications on the left side of the window.
b. Open the folder named “DisplayLink” and run the DisplayLink Software Uninstaller.
9. Install DisplayLink software
a. Make sure the computer is not connected to the M|Connect hub before the software is installed.
b. Go to the DisplayLink driver download page: http://www.displaylink.com/downloads/osx. And download the
latest version of DisplayLink USB Graphics Software For Mac OS X.
i. There may be problems downloading and installing drivers because of a company’s firewalls. If this is
the case, the IT department will have to provide permission for the software driver download and
installation.
c. Follow the prompts to complete the download and begin the installation.
d. After successful installation follow the prompt to restart the computer.
e. Once the computer has finished rebooting plug the USB cable into the computer.
10. If the DisplayLink software was correctly installed Humanscale M-Connect will appear in the System Information as
shown on step 4 and the DisplayLink folder will appear in the Applications folder as shown in step 1.
Mac Security Permission
Since MacOS High Sierra 10.13, the operating system applies a stricter security policy to software like DisplayLink. As a result, the
user now has to explicitly enable DisplayLink in the Security & Privacy system preference after installation and before the
DisplayLink software is allowed to run.
At the end of the installation, the operating system should display a "System Extension Blocked after installation" warning and
ask to enable the DisplayLink extension as in the screenshot below. If the warning is not displayed during installation choose
Security & Privacy in Settings and Allow “System software from developer DisplayLink Corp”. This can only be done within 30
minutes of installation.

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Error Message During DisplayLink Driver Installation
Question 1: Is the error message about USB Host Controller drivers, or Graphics drivers?
1. Press the Windows key + R and type devmgmt.msc and press Enter to open the Device Manager.
2. Expand the Universal Serial Bus Controller section.
3. If the manufacturer is any of the below, right click and select Properties. This opens the USB eXtensible Host Controller
properties.
a. AS Media
b. Fresno Logic
c. Intel
d. Renesas/NEC
e. TI
f. VIA
4. Select the Driver tab and click Update Driver. The following dialog box will open.
5. Click Search automatically… to determine if the driver software is up to date. If not, follow the prompts to download and
install the latest driver software.
6. Similar to step 2, expand the Display Adapter section. The video card manufacturer(s) will be listed. There may be more than
one.
7. Double click on each video card adapter listed and then go to the Driver tab.
8. Click the Update Driver button similar to steps 4 and 5.
9. Restart computer then plug the USB cable into the computer.

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If either error message continues to appear after the computer is rebooted then the feature within Windows to search
automatically for updated drivers is unable to find a driver recent enough to satisfy the requirements of the DisplayLink software.
In this situation the drivers must be downloaded from the device manufacturer’s website, or the laptop manufacturer’s website.
Updating the USB Host Controller drivers:
The links below refer to the latest driver downloads for USB 3.0 host controllers. Check with the laptop manufacturer for the USB
3.0 host controller provider in the computer. Follow the applicable link and then read the instructions provided by the device
manufacturer for driver installation. Alternatively, updated drivers can be downloaded from the laptop manufacturer’s website.
•AS Media: http://drivers.softpedia.com/get/MOTHERBOARD/ASMedia/ASMedia-104x-USB-30-Driver-116120.shtml
•Fresco Logic: https://support.frescologic.com/portal/helpcenter/articles/which-driver-do-i-need
•Intel Series 7 Chipset: http://downloadcenter.intel.com/Detail_Desc.aspx?DwnldID=21129
•Intel Series 8 Chipset: https://downloadcenter.intel.com/download/22824/USB-3-0-Driver-Intel-USB-3-0-eXtensible-
Host-Controller-Driver-for-Intel-8-9-Series-and-C220-C610-Chipset-Family
•Renesas/NEC: https://s3.amazonaws.com/plugable/bin/2014-03-Plugable-Renesas-USB-3.0-200-2.1.39.0.zip
•TI: http://drivers.softpedia.com/get/MOTHERBOARD/Others/Texas-Instruments-TUSB7320-TUSB7340-xHCI-USB-30-
Host-Controller-Driver-11640.shtml
•VIA: http://www.via-labs.com/driver.php
Updating the graphics drivers:
Follow similar steps to those above for updating USB Host Controller drivers for updating graphics drivers. The links below are for
common graphics hardware manufacturers. Follow the applicable link and then read the instructions provided by the device
manufacturer for driver selection installation. Alternatively, updated drivers can be downloaded from the laptop manufacturer’s
website.
•AMD: http://support.amd.com/en-us/download
•Intel: https://downloadcenter.intel.com
•Nvidia: http://www.nvidia.com/Download/index.aspx?lang=en-us
Question 2: Is the error message about a virtual machine, the graphics card not being supported or
detection of USB graphics software from a different vendor?
1. Click the More Information link above the Continue Anyway button.
2. Read the information provided and follow instructions to determine how to make DisplayLink software compatible with the
computer. In some cases new hardware may be needed to make DisplayLink software compatible with the computer.
Blue Screen Of Death (BSOD)
Question 1: Are the USB Host Controller drivers and Display Adapter drivers up to date?
1. Follow the instructions for updating drivers in the section about error messages when installing DisplayLink software.

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Screen Freezes Occasionally
Question 1: Are the USB Host Controller drivers and Display Adapter drivers up to date?
1. Follow the instructions for updating drivers in the section about error messages when installing DisplayLink software.
Screens Go Blank When Laptop Lid Is Closed
Question 1: Is your laptop set to sleep when the lid is closed?
Windows
1. From the Start menu, go to Control Panel.
2. In the top right drop down list select Large Icons
3. Click Power Options.
4. On the left side of the window click Choose what closing the lid does.
5. Select Do Nothing for the On Battery and Plugged In dropdown menus.
Mac OS X
1. Unfortunately, OS X does not see DisplayLink displays as External Displays, therefore Closed Clamshell mode cannot be
enabled. Third party software can be downloaded to allow the computer to remain awake when the lid is closed.
Mouse and/or Keyboard Lag
Question 1: Is it a wireless mouse and keyboard?
1. Several factors could be at the root cause of this problem. Refer to the DisplayLink article that covers this topic.
http://support.displaylink.com/knowledgebase/articles/544264-how-to-resolve-mouse-or-window-latency-desktop-pi
2. It is generally recommended to connect a wireless mouse and keyboard receiver directly to the laptop and in a USB port that
is as far away from the M/Connect upstream cable as possible.
External Screens Are Not Refreshing
Question 1: Is the computer set to operate in Aero Mode or Basic Mode?
1. Running in Basic Mode does not allow the OS to use hardware acceleration, which limits graphics performance significantly.
Ensure the OS is set to run in Aero Mode for optimal performance.

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Screen Blinks (One or more of the external screens blink periodically)
Question 1: Do the windows on the blinking screen move to the other screen after a blink?
1. If the windows do NOT move to another screen it is an indicator that the monitor is losing sync with the video output of the
M|Connect. This can be caused by long, or poor quality, video cables. Poor quality cables can cause:
a. Signal Degradation
b. Video Flicker
c. Video Distortion
2. Try swapping the cable with a different cable to see if it resolves the issue. If there is an adapter in use, or if the cable has a
built-in adapter (ex. HDMI to DVI), it is recommended that it be an Active adapter.
Only One External Monitor Is Working
Question 1: Are the cables to the blank monitor fully inserted?
1. Check to make sure the power cable is plugged into the power outlet and the correct input in the monitor.
2. Check to make sure the video cable is fully seated in the M|Connect dock and in the monitor.
Question 2: Is the input properly set on the blank monitor?
1. The method for selecting the input source is different for each make and model of monitor, and can usually be accomplished
by pressing the menu button on the monitor and scrolling through the menus until an option for Input, or Source, is located
and set.
No Network Connection
Question 1: Are the lights where the network cable is plugged into the dock blinking?
1. Check to see that the green and amber lights on the dock are active. This indicates a good connection to the network and
that the dock can send and receive signals.
2. If the lights are not as described in step one, check that the cable running to the dock is in good condition and fully seated
into the ports. Next check that the source for the network connection is working properly. This typically requires tools that
an IT department will have on hand.
3. If the network connection is good, and cables are good, try power cycling the dock. If the connection is still not working
replace the dock.
USB Device Not Working
Question 1: Does the device work when plugged directly into the computer?
1. Try plugging the device into other ports, directly into the computer, or other computers to determine that the device is
working properly.
2. Next try plugging a device that is known to function properly into the suspect USB port.
3. If the no devices work in one specific port power cycle the M|Connect. If that does not solve the issue the M|Connect must
be replaced.
Paintbrush Affect From Mouse Cursor
Question 1: Does moving the mouse cursor across the screen result in the graphics becoming distorted ?
1. Follow the instructions for updating drivers in the section about error messages when installing DisplayLink software.

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Warning About USB Power Surge
Question 1: Are the bridge cables loose or pinched?
1. Loose cable connectors or pinched bridge cables can cause this error message. Check that the connections are secure and
that the cables are not pinched by any of the parts of the clamp.
2. After encountering this error message the user must click the reset button before the computer can connect to another
dock.
M/Connect 1 M/Connect 2
Warning About DisplayPort Over USB
The M/Connect is not a device that utilizes video Alt Modes. This message can be ignored.
There Is No Video On The External Display(s).
Check the video connection cables.
Power cycle the M|Connect.
The Video On The External Display(s) Is Distorted.
Check the video connection cables.
Check the resolution settings.
The Audio Jack Is Not Functioning.
Ensure that the Humanscale Audio is available and set to default.
USB Ports On The M|Connect Are Not Functioning.
Disconnect and reconnect the M|Connect.
Power cycle the M|Connect.
Update the USB 3.0 Host Controller driver to the latest version.

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HDCP Content Does Not Display.
M|Connect does not support HDCP.
Laptop Does Not Boot With Dock Attached.
Remove all USB devices attached to the dock.
Boot without the dock attached.
If there is still a problem with M|Connect, it needs to be
reported to DisplayLink, so they can help solve it:
DisplayLink provides a support tool that can check for common issues and gather up system information to help
diagnose the problem. Follow the steps below to provide the right information.
1. Download the DisplayLink Windows Support Tool http://www.displaylink.com/downloads/file?d=65 or the DisplayLink Mac
Support Tool http://www.displaylink.com/downloads/file?id=129
2. Open the downloaded file and the following window will appear. (Windows Left, Mac OS X Right)
3. Windows Only: Make sure your laptop is connected to the M|Connect and run the “System Compatibility Check” (the first
box) to ensure that there are not any known compatibility issues. If this does not help resolve the issue go to the next step.
4. Click Gather Support Information (Windows) or Collect Info (Mac OS X) to gather the system information DisplayLink
requires.
5. The tool creates a “DisplayLink Support Files” folder on the customer’s desktop.
6. Send the .zip file in the folder to [e-mail] along with a description of the issue and close the tool.
7. Humanscale Customer Support will get back to you with a solution within 48 hours.