cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
Highlighted
Level 1
7 6 0 1
Message 1 of 28
2,420
Flag Post

HP Studio G5 + HP Thunderbolt Dock G2

HP Recommended
HP Studio G5
Microsoft Windows 10 (64-bit)

Hi all,

 

I've got some issues with connecting to HP Dock G2. Fresh install of Windows 10 have been performed on the laptop. Monitors connected to the dock works fine, but none of the USB/Ethernet ports are working. Below is a snip from Thunderbolt software. I've updated all the drivers/bios to the lastest versions. 

image.png

When running sp91795 I get "Failed to detect Thunderbolt Driver version." and that the Thunderbolt controller has not been detected. Please can anyone help with this issue? 

27 REPLIES 27
Highlighted
Level 16
25,082 24,632 3,565 8,005
Message 2 of 28
Flag Post
HP Recommended

Welcome to the HP Support Community @Mandyn

 

Try installing these updates:

 

HP Thunderbolt Dock G2 Firmware Installer:

 

https://ftp.hp.com/pub/softpaq/sp92501-93000/sp92933.exe

 

HP Firmware Pack (Q71):

 

https://ftp.hp.com/pub/softpaq/sp92501-93000/sp92844.exe

 

Reboot:

 

REO

0 Kudos
Highlighted
Author
Level 1
7 6 0 1
Message 3 of 28
Flag Post
HP Recommended

Thank you for your reply. I've installed HP Firmware Pack (Q71) already, and when running HP Thunderbolt Dock G2 Firmware Installer I get following:

image.png

The monitors connected to DP on the hub are working fine. My concern is that the Thunderbolt Software is not recognising any Device Chains connected to the laptop.

0 Kudos
Highlighted
Level 4
51 51 6 13
Message 4 of 28
Flag Post
HP Recommended

If you dont accept the connection in windows 10 action center the USB wont work but the monitors will. You have to have admin privialges to do this by default but if you would like to have end users accept without admin privalges you can set this reg key: 

 

Key Path:SYSTEM\CurrentControlSet\Services\ThunderboltService\TbtServiceSettings
Value Name: ApprovalLevel
Value Type: REG_DWORD
Value Data: 1

 

 

0 Kudos
Highlighted
Author
Level 1
7 6 0 1
Message 5 of 28
Flag Post
HP Recommended

I didn't get prompted to accept the connection when plugged in the docking station. Also I'm using administrator account. 

 

0 Kudos
Highlighted
Level 8
Level 8
1,053 1,053 62 127
Message 6 of 28
Flag Post
HP Recommended

first check the settings in the BIOS related to the usb-c and thunderbolt... ANY thunderbolt device has to be 'authorized' by default (unless the BIOS setting is set to level 0 - No security) to allow connection to the laptop. the ONLY software that can authorize a device to connect is Intel Thunderbolt Secure Connect. Make sure you have the s/w loaded and then after plugging in the dock, have the s/w authorize the connection, never, one time, all the time

 

after the dock is allowed to connect, Windows will find all the components of the dock and will attempt to load appropriate drivers. newer ones may need to be installed.... you can then run the TB firmware updater to update the dock's firmware components

I work for HP. However, all opinions and comments are my own.
0 Kudos
Highlighted
Author
Level 1
7 6 0 1
Message 7 of 28
Flag Post
HP Recommended

Thank you for your reply. The issue I've got is that the Intel Thunderbolt Software is not detecting connected docking station. I've even set BIOS thunderbolt setting to level 0, but it still doesn't work. 

 

When I try to open Intel Thunderbolt Software after connecting my device I see below:

2019-01-07_11h42_28.png

0 Kudos
Highlighted
Level 7
763 756 77 153
Message 8 of 28
Flag Post
HP Recommended

Hello

 

is the Power Supply of the thunderbol Dock G2 the230W version ? 

or in case you are using a 120W power supply connected to the docking , did you provide power to the Studio G5 via barrel connector ?

 

Bye

0 Kudos
Highlighted
Author
Level 1
7 6 0 1
Message 9 of 28
Flag Post
HP Recommended

Hello,

 

I'm actually using the HP Thunderbolt Dock G2 Combo cable, and it is connected to the 230W power supply.

 

Thanks

0 Kudos
Highlighted
Level 7
763 756 77 153
Message 10 of 28
Flag Post
HP Recommended

Hello

 

as there are several pieces of software that might be updated , for example : https://support.hp.com/lv-en/drivers/selfservice/swdetails/hp-zbook-studio-g5-mobile-workstation/188..., this is the Intel Thunderbolt 3 Secure Connect for Titan Ridge NB , it looks that you are not using latest version.

 

I would suggest to download and run HP Image Assistant. run it, click Analyze button and see which driver need tyo be updates, BIOS included, also this could be a cause if you have a version earlier then 1.04.02

HP Image Assistan page: http://ftp.hp.com/pub/caps-softpaq/cmit/HPIA.html

 

I hope this will help

Bye

 

 

 

0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation