Can't enable 'High Resolution Mode' to use with USB-C Dock G5

[ivansudaric]

Hi,

I have business laptop that is protected by HP Sure Start. Recently I have received in my office HP USB-C Dock G5 to use with my HP Elitebook 840 G5.

I've been digging Internet for solution to use my triple monitor setup (2x 1080p@60 1x 1440p@60). Luckily I have found solution which I can't change due to HP Sure start blocking me from entering the BIOS. Option is to enable USB-C Alt Mode that is available from BIOS, right? Tried updating all the drivers and firmware of dock as well but it didn't help.
I work for big tech company and I've searched for help both Local IT department and Global IT department without any luck.

Official HP support is my last resort before I burn something because I can't utilize my setup. I'm currently limited to use only one display with it's native resolution, whatever it might be.

Can anyone please help me in 21st century with this? And most probably there will be more of my colleauges coming with similar issue.

Thank you in advance.

[resistencia]

Hi @ivansudaric 

That change is made in the BIOS, if you do not have access to the BIOS you should ask your company' IT to remove that restriction,

[ivansudaric]

Hi,

Thank you for your reply.

I have already explained that I've asked for help both Global/Local IT department. Both eventually suggested that I should ask directly HP for that. To qoute myself:

I work for big tech company and I've searched for help both Local IT department and Global IT department without any luck.

I think both Global/Local IT support potentially don't want risk with this so probably that's why they've suggested HP.

This is nonsense that I'm trying to resolve simple thing for which I have solution but can't make changes.

Absolutely insane

Would it help if I let you know in private message which company I work for? We are quite big customer of yours.

Thank you.

Ivan

[resistencia]

The problem is that on this forum you can not give indications to avoid security measures in the BIOS, so here you will not get a solution to access the BIOS, this is IT responsibility that prevents access, try to contact HP directly, but I'm afraid they will not help you on this issue,  but if the computer is owned by your company, HP will not help you because they must verify the owner's information.

[ivansudaric]

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@resistencia wrote:

...this is IT responsibility that prevents access, try to contact HP directly, but I'm afraid they will not help you on this issue...

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Can you instruct me to contact HP directly? What exactly do you suggest?

I completely understand security concerns, but I also struggle to understand why this option is not enabled by default? There are hundreds of people probably affected.

It's bit funny that I'm playing ping-pong with both company IT supports over so straight forward solution.

Thanks again for your quick reply.

[resistencia]

You enter the BIOS or you do not know how to activate it in the BIOS. You enter the BIOS or you do not know how to activate it in the BIOS.  If your IT put a password in the BIOS, how HP can know the password ?

see page 44 of manual BIOS .

HPBIOSSetup.pdf

for contact a HP , Please note that the device must be under warranty. 

Contact HP | HP® Official Site

[ivansudaric]

Haven't I said that laptop is protected by HP Sure start? To quote myself again:

Luckily I have found solution which I can't change due to HP Sure start blocking me from entering the BIOS. 

When I attempt to enter BIOS, I'm greeted by QR Code and Response code prompt. Obviously I've tried downloading app HP Sure Admin but wasn't that helpful when you are not approved IT personnel. 

[resistencia]

if you turn on the device by pressing the F10 key several times, you should enter the BIOS, if you do not enter this is not HP fault but your IT that does not give you access, if your IT does not want to give you access you should see who in your company is responsible but HP can not give you access.

HP Sure Admin

[IT_WinSec]

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@ivansudaric wrote:

Would it help if I let you know in private message which company I work for?

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Hi Ivan,

Thank you for posting in the HP Support Community !

Private messaging will be enabled for you and you will be contacted there. Please, expect a private message from me.