Computer freezes when video is connected to HP USB-C G4 dock

[JM6600]

I have 6 of these docks that are displaying the same behavior - two external HD monitors are connected to an USB-C Dock G4 docking station, one via DisplayPort, one via HDMI

When the USB C cable is connected to the HP 850 G2 laptop, the screen freezes. If I unplug the cable, computer comes back. One other bit of information, the LAN port is also not working.

If there is no monitor connected to the docking station, then the laptop works fine. I have 50+ other docks of the same model, etc. that work fine with the laptop. I have successfully updated firmware on those docks.

I tried to do a firmware update on the malfunctioning docking stations, but the screen freezes the same way, when the process is started.

In the log file of firmware update tool, I saw the following:

HP USB-C Dock G4 Firmware Update
====================================
Thu Jun 11 14:42:18 2020
====================================
Graphics adapter initialization:
Auto scan graphics adapter (DDC2bi addr: 0x60)...
NVidia: Library not found!
AMD: Loading DLL... failed!
Intel [Intel(R) UHD Graphics 620]: Init done
Device GUID: 0x1000 [Local FP]... N/A
Device ID: 0x0C: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0D: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0E: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0F: Query Error! (7) by DDC Addr (0x60)
==> No available port!
.....................................
Graphics adapter initialization:
Auto scan graphics adapter (DDC2bi addr: 0x60)...
NVidia: Library not found!
AMD: Loading DLL... failed!
Intel [Intel(R) UHD Graphics 620]: Init done
Device GUID: 0x1000 [Local FP]... N/A
Device ID: 0x0C: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0D: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0E: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0F: Query Error! (7) by DDC Addr (0x60)
==> No available port!
.....................................
Current on-board info:
<Host > Connection failed! (Error (7): ExecuteRegisterRead: Reading data failed!)

<Port#1> Connection failed! (Error (11): SendIspDdcCmd: No ACK!)

<Port#2> Connection failed! (Error (11): SendIspDdcCmd: No ACK!)

There was another posting in June with almost the exact same problem - hoping someone can help this time. Really want to get these docks back in service.

[banhien]

@JM6600 

The dock is compatible with the following machines

Compatible with HP ProBook 640 G4; HP ProBook 650 G4; HP ProBook 645 G4; HP EliteBook 830 G5; HP EliteBook 840 G5; HP EliteBook 850 G5; HP EliteBook 840r G4; HP EliteBook 745 G5; HP EliteBook 755 G5; HP EliteBook 735 G5; HP EliteBook x360 1020 G2; HP EliteBook 1040 G4; HP ProBook 470 G5; HP ProBook 455 G5; HP ProBook 450 G5; HP ProBook 440 G5; HP ProBook 430 G5; ChromeBook x360; HP Elite x2 1012 G2; HP Pro x2 612 G2; HP EliteBook x360 1030 G2; HP ChromeBook 13; HP Spectre Pro 13 G1 Notebook PC; HP EliteBook Folio G1; HP Elite x2 1012 G1

I can't see HP 850 G2 on the list.

Regards.

[JM6600]

I have a total of 85 of these docks and they all work with the 850 G2, except for these 6. These 6 are also showing the same problem when I dock my Elitebook 840 G5s.