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M|Connect Troubleshooting Guide
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.
Humanscale: M|Connect Troubleshooting Guide – Revision 4, March 7, 2018
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Table of Contents
Related Manuals for Humanscale M/Connect
Summary of Contents for Humanscale M/Connect
- Page 1 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. Humanscale: M|Connect Troubleshooting Guide – Revision 4, March 7, 2018...
- Page 2 If a connection is still not established, unplug the USB cable from the computer and plug it into a different port on the computer. Humanscale: M|Connect Troubleshooting Guide – Revision 4, March 7, 2018...
- Page 3 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.
- Page 4 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.
- Page 5 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.
- Page 6 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. Humanscale: M|Connect Troubleshooting Guide – Revision 4, March 7, 2018...
- Page 7 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.
- Page 8 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. Humanscale: M|Connect Troubleshooting Guide – Revision 4, March 7, 2018...
- Page 9 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. Humanscale: M|Connect Troubleshooting Guide – Revision 4, March 7, 2018...
- Page 10 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.
- Page 11 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. Humanscale: M|Connect Troubleshooting Guide – Revision 4, March 7, 2018...
- Page 12 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.
- Page 13 6. Send the .zip file in the folder to cssupport@humanscale.com 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. Humanscale: M|Connect Troubleshooting Guide – Revision 4, March 7, 2018...
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