ViDock 2 Tech Support FAQ

About Tech Support

Power Issues:

• The blue power light of the ViDock 2 isn't on.
• The ViDock 2 doesn't show up the in the Device Manager
• There is a driver not loading error in the Display adapters section of the Device Manager.
• There is no image on external display.
• The laptop freezes while booting.

The blue power light of the ViDock 2 isn't on.

1. Check that the power cable is connected to the back of the ViDock 2 and the green light of the power adapter is lit.
2. Try plugging the power cable into another wall plug
3. If the green light still doesn't light, you may have a bad power adapter, please fill out this form and list "Bad Power Adapter" as the issue
4. Make sure the ExpressBus Card is fully inserted, if the blue light of the ViDock 2 is not on you may not have pushed the card all the way in.

The ViDock 2 doesn't show up the in the Device Manager.

1. Select Control Panel from the Start Menu, then select System and Security, and then click Device Manager which can be found underneath the System section. Once the Device Manager window has opened, click on the disclosure triangle next to Display adapters and you should see two entries one for your internal graphics processor and one for your external graphics processor.
2. If not, unplug the card and re-insert it.
3. If that doesn't work unplug the card, reboot the laptop and then plug the card back in when Win 7 has fully boot
4. If that doesn't solve your problem, you probably have a BIOS issue. Please fill out the support form with the make and model of laptop; please list the issue as "ViDock not seen in Device Manager"

There is a driver not loading error in the Display adapters section of the Device Manager.

1. See if the Device Manager shows a yellow exclamation mark next to one or both of the graphics processors listed.
2. If so, uninstall any third party graphics drivers installed, restart the laptop with the ViDock unplugged and re-plug when Win 7 has fully boot.
3. Then install the latest drivers for your external and internal graphics processor
4. If that doesn't solve your problem, there is a driver compatibility problem, please fill out the support form with the make and model of your laptop, the name of internal graphics card, the version number of installed 3rd party drivers and list the issue as "Driver incompatibility issue".

The external graphics processor can be seen in the Device Manager and there is no driver not loading errors, but no image appears on the external display.

1. Go to the Screen Resolution panel and extend the display to the external display and click apply.
2. If this doesn't work there is a compatibility issue, please fill out the support form with the make and model of laptop, name of internal GPU, the version number of installed 3rd party drivers; list the issue as "External Display can't be enabled

The laptop gets pass the BIOS POST and hangs when the Windows splash screen shows.

1. Unplug the ViDock 2 card and re-connect when the laptop has fully boot into Windows 7.
2. This is a BIOS issue, please fill out the support form with make and model of laptop and version of installed BIOS; please list the issue as "BIOS issue, hang on boot"

Information technology is complicated. Complicated and extremely varied. This is why it is almost impossible to exactly replicate one particular configuration. What if one particular configuration is causing a particular problem?

Tech support inside Village Tronic works as follows:

1. We receive a tech support request
2. If the problem is not a new one, we give an immediate reply with an explanation and the solution (if it exists!)
3. If the problem is new first we have to try to replicate it.
4. When we can see the problem in our lab we try to understand its origin.
5. If we can solve the problem, we try the solution with the customer and then incorporate the fix in the official software
6. If the problem is not depending on us, we try to help the customer in getting tech support from the company making the component that's originating the problem.
7. If we cannot immediately solve the problem and it is indeed a problem we have in our product, we try to find a workaround and place a new FAQ for the product citing the problem.

As you can see, once a problem is new, the most important step is number 3: try to reproduce it.

If we can't see a problem in our lab, we can't do much to solve it: how can we know what's going on? And how can we know if we are proceeding towards the solution or working in a wrong direction?
Information technology is complicated and in the range of possible hardware and software configurations we need to look in the right direction.

So, if you are a customer who's having a problem using a product made by Village Tronic, please spend five more minutes in describing better your problem. This way you'll be able to receive a better, faster tech support.

Useful Links:

Support contacts:

Address your technical support requests and bug reports please use our tech support form

e-mail to Webmaster
Copyright © 1985-2010 Village Tronic