4K works on laptop but not on X7W54AA dock

[RichardPerth]

I have a 4k TV screen with HDMI in.  When plugged directly into the HDMI on the side of my EliteBook 1GY11PA it sends 4k, but when plugged into my X7W54AA dock, it won't send 4k.  I  have tried a variety of cables and ports on the TV, in each case it works connected directly to the laptop, and doesn't work connected via the dock.

When plugged into the dock, advanced display settings gives me 1920 x 1080 (Recommended) and 2048 x 1152 max resolution.  Under "Display adaptor properties", adaptor type is DisplayLink USB Device, running Driver version 8.1.843.0 (01-Dec-16) which is the latest I could find, but the adaptor information shows Chip Type, DAC Type, Adaptor String & BIOS Information all as <unavailable>.  

I've searched for and installed all the latest drivers both manually on the HP website, and then using HP Support assistant.

I've wasted my time twice connecting to people who can't help on the HP Support assistant chat support (Case numbers [edited]). 

I've tried and failed to create a case on the business support page, both yesterday and today getting the error multiple times: "Your case could not be submitted, please submit your case again".  I have filled out all the asterisked required fields.

Would greatly appreciate forum support, as HP support seems to be very lacking.

[RichardPerth]

I really would be very grateful for any help on this problem, I have tried repeatedly to find a way to get help directly from HP without any success...

[RichardPerth]

Hi All,

I still have had no luck getting help with this.   I would be very grateful for any assistance.  

[Joel_R]

The USB-C Dock you are attempting to use does not support 4K HDMI.  The notebook you are using does support 4K which is why the monitor will work when you are plugged directly.

The HP Elite 90W Thunderbolt 3 Dock supports 4K.

http://www8.hp.com/us/en/products/oas/product-detail.html?oid=16122367

Joel

[RichardPerth]

Hi Joel,

Thank you for replying to me.  I'd be keen to know how you discovered this limitation, I can't find it listed on either of these pages:

http://www8.hp.com/au/en/products/oas/product-detail.html?oid=13089884 

http://h20195.www2.hp.com/v2/GetDocument.aspx?docname=4AA6-3246ENW&doctype=data%20sheet&doclang=EN_U...

And at the time when we purchased our Elitebooks, the docks purchased were the recommended accessory for these laptops.  It seems to me it might be something worth noting on your documentation!

Does this limitation appear anywhere on the general public accessible pages?  Has my google-fu just let me down?

While you're at it, can you please point me to the page that lists the 90W dock as supporting 4K?

[Joel_R]

I have relayed your concerns about avaialble external monitor resolutions for the Dock to the HP internal team. 

There is mention on Page 18, Troubleshooting, of the HP Elite USB-C Docking Station User Guide that the maximum resolution support by the Dock is 2560x1600.

HP Elite 90W Thunderbolt 3 Dock

On this page (http://www8.hp.com/us/en/products/oas/product-detail.html?oid=16122367) if you look in the Features section, paragraph 4 explains that there is "... support for two UHD/4K displays".

I apologize for any confusion.  

Joel