No Signal External Monitor G4 Thunderbolt Dock

[TappyIT]

Hi! I am trying to connect external monitors to a HP Spectre x360 16-f1000 using a G4 Thunderbolt dock. Up until earlier this month everything was working fine, now there is no signal for the monitors. When plugging in a monitor directly through HDMI it works fine. I've tried using a different laptop plugged into the same dock and everything works.

At this point it sounds like a hardware issue on the laptop itself, but when I run the diagnostics everything comes back okay.

I've tried updating/rolling back drivers, uninstalled the Windows update that installed around the same time, updated firmware on the laptop and dock, but still no signal.

[Irwin6]

Hi @TappyIT,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with connecting external monitors to your Laptop.

-Perform a power drain on your PC.

1) Unplug the power cord from the PC & wall.

2) Disconnect the power cable from the AC adapter if it is a detachable part and keep it aside.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the AC adapter, then connect it to the wall and to the charging port on your PC.

5) Power on the PC and check if it boots into Windows now.

-Kindly refer to the steps on this link to update the BIOS.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

-Please install all the pending updates for the Windows operating system following the below steps and let me know if that resolves the issue.

go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

- If the issue still persists, refer to the steps on this link to further troubleshoot.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

 

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[TappyIT]

Thanks for the reply!

I did try a BIOS and Windows update but still having the same issue. We tried the power cycle as well.

Unfortunately I can't follow the directions in the link provided for further troubleshooting because the monitor is not displaying in the settings. I can plug in an external monitor using an HDMI and it displays fine, but when using a dock there is no signal or display listed in the settings. We tried with a different dock as well but it's still presenting the same issue. Both docks seem to be working fine when using a different laptop. 

[Irwin6]

Hi @TappyIT,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

May I know to which port on the laptop are you connecting the docking station?

Have you tried connecting any other device apart from docking sation to the same port to confirm the port is working fine?

Take care and have a great day ahead!

Irwin6

HP Support

[TappyIT]

Hi Irwin6,

There is only one USB-C port on the laptop which is the one I am using. I do not have another dock to test but other devices seem to be working fine. I also ran the HP hardware diagnostic from the BIOS and everything passed including Thunderbolt.

[Irwin6]

Hi @TappyIT,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support