Macbook Troubleshooting

 

Initial Troubleshooting Steps

  1. Make sure your laptop is turned on and open 
  2. If possible, update your computer to the latest software
  3. Update DisplayLink by uninstalling the current version and installing the Mac Catalina Beta 2 download
  4. Reset Displaylink by switching between the mirror and extend display mode
  5. Plug the SideTrak directly into all ports on your computer (USB-A and/or USB-C) and wait 2.5 minutes after each port 
  6. Try the SideTrak on another computer (preferably a computer with a different operating system) 
  7. Test the SideTrak with a different USB-C or USB-A cord if you have an extra 

 

Screen is Still Flickering, Frozen, or Won’t Turn On

If you are still experiencing connectivity issues, we recommend completing the following system preference updates.

System Preference Updates

Some Macs have stricter security policies that requires a few extra DisplayLink installation step. Follow these steps to connect to your SideTrak! 

Note: Be sure that you have installed DisplayLink within the past 30 minutes. If this is not the case, you will need to uninstall and reinstall the software. 

Open your security settings (Settings Preferences -> Security & Privacy -> General)

SideTrak Mac troubleshooting

Unlock and authenticate security changes if your device requires it.

SideTrak portable monitor Mac troubleshooting

Find "System software developer DisplayLink Corp was blocked from loading" and click "Allow"

SideTrak monitor for laptop Mac troubleshooting

Restart your computer and plug in your SideTrak! 

 

Screen Recording Permissions

macOS Catalina 10.15 requires the user to permit "Screen Recording" in order for DisplayLink devices to work properly. The message is generated by the OS and the screen is not actually being recorded by DisplayLink. Approving it enables the DisplayLink driver to access the pixels it needs to render a mirrored or extended screens, and send the pixels over USB from your computer to the DisplayLink display. It does not send any data or pixels back to DisplayLink.

To approve the permission, please follow these steps:

1. Download and install the latest DisplayLink Mac OS release for 10.15.
2. Reboot your system.
sidetrak mac troubleshooting 

3. Open System Preferences.
4. Go to Security & Privacy.
5. Go to Privacy. 
 
SideTrak Troubleshooting for Mac
 
6. Click on the Lock to make changes.  
7. Authenticate the changes by using your login details.
8. Check the box next to DisplayLinkUserAgent.
9. Click on the Lock again to save changes.
  
Troubleshooting for Macbook 
    10. Click “Quit now”.
    11. A reboot may be necessary with an older version of our driver.

      

    Screen on Macbook Will Not Extend

    1. Install the latest 4.3.1 from the DisplayLink download page.
    2. You might need to enable video functionality - see more information here.
    3. Restart your computer and login.
    4. Make sure that “Show mirroring options in the menu bar when available” is checked in Display preferences.
    5. Accept the DisplayLinkUserAgent accessibility dialogue box which opens System Preferences -> Security&Privacy -> Privacy -> Accessibility. For help with this, or if this dialog does not appear, see this article.
    6. Allow DisplayLinkUserAgent application to control your computer.
    7. Connect your DisplayLink enabled device.
    8. You should now see the Airplay icon in your systems tray.
    9. Click "Use as Separate Display" to switch to extended desktop mode.

     

    Mac OS X System Does Not Boot Correctly

    This is an extremely rare case, and can occur due to the following reasons:

    • A newly installed Mac OS X update is not compatible with a preexisting DL driver
    • A newly installed DL driver is not compatible with the installed Mac OS X version
    • A third party kernel extension or application loaded at boot is not compatible with the DL driver

    In these cases the solution is to shut down the computer by pressing the power button for more than 5 seconds. During reboot hold down the shift key for approximately a minute, this will invoke a safe boot. A safe boot will take considerably longer than usual.

    No third party kernel extension or application will be loaded during safe boot and automatic login will be disabled, so the user will have to log in to their account.

    Once logged in, the user should run the DisplayLink uninstaller, and reboot. After reboot the user should then try to install the latest DisplayLink driver, or third party kernel extension, which should hopefiuly resolve this issue.