Chapter 6 FAQ & After-sale Service

This chapter includes FAQ and After-sale Service.

• FAQ

• After-sale Service

FAQ

Q1. What should I do if the dock is not working as expected on Mac OS?

• A1. To make your DisplayLink-based device work properly on Mac OS, it requires correctly downloading and installing the DisplayLink Graphics Manager APP for MacOS. Please locate and install the correct DisplayLink Manager APP according to the specific Mac OS available from the DisplayLink website here : https://www.synaptics.com/products/displaylink-graphics/downloads/macos Mac OS requires the user to permit ‘Screen Recording’ for DisplayLink driver to work properly. To approve the permission, please follow the steps: https://support.displaylink.com/knowledgebase/articles/2008685-macos-sonoma-14-screen-recording-permission

Q2. What should I do if the dock is not working as expected on Windows PC?

• A2. Here the solution below may help:

1. Disconnect the dock from the system and remove the power cable from the dock so it turns off completely (this is important so the unit resets). Please keep it disconnected until the last step.
2. Uninstall any and all software with “DisplayLink” in the title that is present from within the Control Panel > Programs and Features. Don’t worry if these entries are not present or if the process does not work, just move onto the next step.
3. Download, extract and run the DisplayLink cleaner tool, found here: https://synaptics.com/products/displaylink-graphics/downloads/windows-installation-cleaner
4. Once the Cleaner has been run, reboot (even if not prompted to)
5. Now download and install the latest DisplayLink software, found here: https://www.synaptics.com/products/displaylink-graphics/downloads/windows
6. Reattach the power cable to the dock first. Once the dock is powered on, reconnect it to your system, which will trigger the final portion of the installation. If the device is not detected, please click the “Skip” button to allow the process to complete and then reboot the system.

Q3. Why does the App want to record my screen when I install the App for my Macbook?

• A3. Mac OS requires users to permit “Screen Recording” for the DisplayLink driver to work properly. However, the DisplayLink Manager will not send any information to the Wavlink and the DisplayLink/Synaptics. Please do not worry about that.

Q4. Why can't the Apple TV, Hulu, and Netflix play when the docking station is connected?

• A4. The docking could not support HDCP, so protected content such as Apple TV, Hulu, and Netflix can't play when the docking station is connected. Please disconnect it when you are playing these videos. Or you could also try to use the Chrome browser to watch these videos and disable the Hardware Acceleration.

After-sale Service