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HP Recommended
Hp Elitebook 840 G9
Microsoft Windows 11

Just wanted to find out is there a known issue among the 840 EliteBook G9 laptops with type c ports intermittently not working?

2 REPLIES 2
HP Recommended

Same issue here - using the HP USB-C G5 Dock - sometimes loses connection, and when you do try to re-connect the laptop will not recognize it. Sometimes you can try another port, but that does not always work.

 

The only way we deal with these is hold the power button down on the Laptop for 20 seconds (discharges the USB controllers). Then fire up the Laptop and connect the dock again.

 

I have a case open with HP (we have over a 100 of these models), but no word from them.

HP Recommended

I work T2 IT support, and we've been getting this all too frequently with our remote users, particularly those who like to roam around their homes unplugging and plugging their laptops into the HP G5 USB-C docking station. We'd periodically have this issue with the G7/8, but it really became more recurring with the G9s. Issues range from monitors not working, peripherals not working, the laptop not charging, one USB-C port disabled but not the other, to nothing working while plugged into the docking station. I'm under the theory there is a power surge happening, and the laptop is wholly or partially disabling the USB-C port at some point as a safety precaution.
The resolution is the same nearly every time: make sure to have them remove ALL connections and hold down the power button for 60 seconds (timing it); no need to power down first but do save their work. Note: there is some magical point between 45-60 seconds, so I just take more time to be sure. Release the power button, and the laptop will take another minute or so to do a self-test, so continue to leave EVERYTHING unplugged until after the BitLocker and the user signs into Windows. Once the user is signed back in, then and only then, reconnect everything as usual to the docking station.
I then have users check that external monitors are working, and that the laptop battery is charging from the docking station. I've lost count of the number of times this 3 minute fix has resolved this issue.
*** More importantly, what is HP doing to resolve this KNOWN issue ***

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