HP Elitebook G10 constantly losing dock connection

[UCC-JL]

I've been having this problem for months now on all my recent Elitebooks, particularly the G10s (at least 3-4 of them and some G9s I believe).

HP Support doesn't seem to know what causes this, but the workaround identified was to delete all USB Host controllers. I've had to do this several times on the same PCs now, as the problem comes back after a few weeks to a few months. My suspicion is it seems to be a driver issue related to conflicting (faulty?) Microsoft updates, but why this hasn't been figured out by now is beyond me.

Frustration doesn't being to describe it as at this point, I'm considering abandoning HP completely as a brand and standardizing on another platform for our company.

Anyone else experience this and have a more permanent fix?

[erico]

" My suspicion is it seems to be a driver issue related to conflicting (faulty?) Microsoft updates, but why this hasn't been figured out by now is beyond me"

That means it won't matter which brand of laptop you use.

Any of us who use Windows 11, regardless of manufacturer brand, have been subjected to random Windows updates. I have tended to pause the updates as a workaround.

Unfortunately, Microsoft has decided that we will not be allowed to pause updates for more than one week.

[Jupitero]

Hello.

HP has multiple different docks available, with either USB-C or Thunderbolt connection. You didn't specify the model.

I recommend updating the dock firmware in any case, and also the BIOS on affected laptops. The BIOS updates have USB and Thunderbolt firmware updates as well, possibly fixing your problem.

If you are using Thunderbolt docks, you must use the included cable without any extension cables.

[UCC-JL]

I've never had this issue with any other brand of Laptop (e.g. Dell Latitude, MS Surface). HP should work with Microsoft and their driver catalog team so these drivers don't create problems for their users. Something changed. This never used to be a problem with older generation HP Elitebooks.

[UCC-JL]

We're using the Thunderbolt docking stations (G2 & G4 variants) and the firmware was updated to the latest available. The problem is the same for all the variants we've used (even back to the G2 with speaker pods.

[Jupitero · Accepted solution]

Hello,

Since the firmware and BIOS (?) are updated to latest version with problems still ongoing, I would suggest opening a case with HP and letting them resolve this for you. I've had plenty of DisplayPort problems in the past with TB docks from Dell/HP/Lenovo (resolved with FW updates), but I haven't had USB problems so far with any of them.

As you are suspecting the automatic driver delivery from Windows Update, you can always check from the device properties' Events tab (in Device Manager) when the driver was last updated.

As a workaround, you can disable driver updates from Windows Update altogether; or if you have identified the specific drivers that must not be updated you can prevent Windows Update from updating them.

[UCC-JL]

Thanks. Unfortunately HP Support reps I've spoken to (I've talked to them on 3 different occasions) don't know what the problem is exactly. The first time it happened to a brand new G10, the laptop lost all dock functionality and they wanted the laptop back (because we could never get it going, even after trying 3 different docks). Oddly, they wanted to keep it and give me a replacement (maybe they were studying the problem?).

The second time it was escalated but I didn't want to send back a user's laptop so I closed the ticket (this time only Ethernet wasn't working, didn't test USB, so I had them connect to wifi). The third time I had a patient, and what seemed like a more seasoned rep, have me go through the process of uninstalling the USB drivers and resetting the battery connection. This fixed the problem with no root cause identified. The multiple other times I fixed this problem on my own by uninstalling the same USB drivers. This has affected all the new G10s I've gotten lately (three of them) and the problem comes back at random times (sometimes after a month or more, sometimes after a couple of weeks).

Disabling updates is untenable as we have security standards and year end audits.

It's unfortunate that the industry has moved towards USB-C interfaces. They wear out eventually, accelerating the need for replacement of the laptop, dock, or both, and they generally have quirks; this one being the most egregious I've ever seen throughout my IT career. Their previous mechanical docks worked flawlessly and never wore out. I don't understand why (aside from profits gained from pre-planned obsolescence) that this direction is being followed. As I see it, it's hurting their business. Anyway, they're losing a customer soon as I'm moving to the Surface dock with "magsafe" dock connectors, but I thank everyone for their responses.

[Jupitero]

---

Disabling updates is untenable as we have security standards and year end audits.

---

Of course. ...but I wasn't suggesting to disable Windows Updates, only driver updates which very rarely have security updates.

As I mentioned, if you can identify the offending driver, it can be excluded from updates via local or Group Policy.

---

It's unfortunate that the industry has moved towards USB-C interfaces. They wear out eventually, accelerating the need for replacement of the laptop, dock, or both, and they generally have quirks; this one being the most egregious I've ever seen throughout my IT career. Their previous mechanical docks worked flawlessly and never wore out. I don't understand why (aside from profits gained from pre-planned obsolescence) that this direction is being followed. As I see it, it's hurting their business. Anyway, they're losing a customer soon as I'm moving to the Surface dock with "magsafe" dock connectors, but I thank everyone for their responses.

---

There's pros and cons to this.

I also appreciated the earlier docks, although they too received firmware updates as well. (At least the side-connected docks of last 10 years). The (old) bottom connected docks had their mechanical problems - sometimes you really needed to push the laptop down to secure the connection.

The move from bottom to side connection was done because laptops were getting thinner, and I suspect that's partly the reason for the move to USB-C connected docks - some laptops are just too thin for the side-connection. The old 2013 HP docks were also in need of full refresh due to their (back then state-of-the-art) port connectors (DP1.2, USB3) becoming too limiting, and new ones would probably not be backwards compatible. Also, due to TB and USB being standards, there's a great choice of 3rd party docks and also monitors with full USB or TB dock capabilities. You can also re-use the dock if your next laptop replacement is from another manufacturer.

[Ben389]

We have a couple hundred G10s and G9s experiencing the same issue on Windows 10 64 bit 22H2

Connected to G5 docks and G5 Essential docks

What information do we need for HP to look into this issue?

[UCC-JL]

I'm really sorry to hear that. It doesn't get better in Windows 11 I'm afraid.

I've been on a few support calls addressing this issue and requested they communicate this to the management. I have to believe they are aware of the issue, but I'm not sure why they haven't acknowledged the issue to their users, or been able to come up with a fix yet. The last time I saw this issue erupt was as recent as few weeks ago, so I'm pretty confident it's still a problem.

I'm currently moving all our users to MS Surface Book Pros with magnetic docking interfaces. I just can't afford to deal with this issue at scale anymore, and I noticed that the Thunderbolt port lasts about 1-2 years before it starts failing (e.g. getting loose until it starts wiggling and sporadically losing connection).

Best of luck to you.