Why won't SideTrak connect to my Windows laptop?

Initial Troubleshooting Steps 

  1. Make sure your laptop is turned on and open 
  2. If possible, update your computer to the latest Windows software 
  3. Update DisplayLink by uninstalling the current version, using the DisplayLink Cleaner, and installing the latest version here 
  4. Plug the SideTrak directly into all ports on your computer (USB-A and/or USB-C) and wait 2.5 minutes after each port 
  5. Try the SideTrak on another computer (preferably a computer with a different operating system) 
  6. 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 updates. 

BIOS Update 

Visit your PC manufacturer's website to see if there is a BIOS update available for your computer by clicking one of the links below. 

If you are unable to find your manufacturer’s BIOS update, please reach out to us at customerservice@sidetrak.com or through our support chat. 

Graphics Driver Update 

If the Bios update doesn’t work for you, we recommend that you follow the steps in this video to update your Graphics Driver.

USB Port Issue

If you have completed all of the troubleshooting steps and are still experiencing connectivity issues, it is likely an issue with your USB ports. Check the color of the USB-A port on your laptop for grey or blue.

Blue USB-A 3.0 Port

  • Try using a shorter USB-C to USB-A cord (less than 2ft) to ensure enough power is getting to your SideTrak monitor
  • Purchase a 1.5ft SideTrak cord here.

Grey USB-A 2.0 Port

  • Try using a USB hub to convert your USB 2.0 port to a USB 3.0 input so your laptop will be compatible with SideTrak's built-in DisplayLink technology