HD00009 - How to Report Windows Installation Issues

If you believe you have found an install or uninstall issue with DisplayLink software that is not covered by a knowledgebase article on the website, you can help DisplayLink debug the issue by providing the right information.

This article should be followed to provide the right information to DisplayLink to diagnosing the issue. Before submitting a bug to DisplayLink, please follow the steps below to provide the right information. 

Note: 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.
  1. Download the Windows DisplayLink Support Tool
  2. Run the tool as administrator
  3. Click on the "Advanced Options"
  4. Check the "On" radio button under "Advanced Installer Logging"
  5. Check the "On" radio button under "Advanced DisplayLink Logging"
  6. Only enable "Netstat Logging" if your issue is related to network connectivity.
  7. Reboot the PC
  8. Try to install or uninstall DisplayLink software and wait for the failure
  9. Run the tool as administrator again and click on "Gather Support Information" to collect the installer log files into a zip file on your Windows desktop.
  10. Click the "Turn Off" button under "Advanced Installer Logging"
  11. Click the "Turn Off" button under "Advanced DisplayLink Logging" and close the tool.
Please send the zip file generated to DisplayLink support including a description of the problem you are seeing and any other information that could be important.

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 include configured IP addresses and Mac addresses of network interfaces.