Why won't SideTrak connect to my MacBook?

MacBook Troubleshooting Steps

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 

 

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 require a few extra DisplayLink installation steps. 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.