Showing results for 
Search instead for 
Did you mean: 
New member
1 0 0 0
Message 1 of 1
Flag Post

HP Thunderbolt 3 Dock - Firmware v 1.53 Upgrade issue - DisplayPorts not working anymore !!!

HP Recommended
ZBook 15" G3
Microsoft Windows 7 (64-bit)

Since our Company changed our Laptops to HP ZBook G3 we are fighting with the HP Thunderbolt 3 Dock instability.

Typically the Dock decides to stop your Mouse / Keyboard from working and sometimes you loose the use of your external Monitors attached to it and have to fight with several plug/unplug/reboot sequences until they come back to life.


After lots of struggling I did find an almost stable configuration working with multiple displays :

  • 1 x Laptop Display with 1920 x 1080 resolution 
  • 1 x  DELL 22" with 1920 x 1080 resolution attached to the additionalVGA port on the Dock
  • 2 x 27" BENQ GW2765  with 2560x1440 resolution attached to the 2 Display Ports on the Dock


Everything was working fine for months apart some loss of Mouse / Keyboard every since a while...


Yesterday, probably due to some Windows 7 Update I started again to have big issues with my external Monitors  and made the error of trusting the HP Update tools SofPaq download manager (Which I had first to update manually because the version I had was unable to reach HP FTP site) to let it update the System, including the Dock Firmware,  hoping that it would have resolved the problems.


That was the last thing I should have done,  I have now indeed updated all the Drivers, BIOS and software according to HP recommendations through HP SofPaq download manager and even HP Image Assistant (v3.5.21) but from the moment I performed the Upgrade of the Dock Firmware to v1.53 I have definitively and unrecoverably lost all my external displays,


After two days of unsuccessful fighting, I noticed that when I run the HP Thunderbolt 3 Dock - Firmware Multi Installer version 1.53, during the PreRequisite Check, the Synaptics DisplayPort Adapter reports "device not found", while all the other devices are now reported as "up to date"  :



With the DisplayPort Adapter gone, clearly,  I cannot see any of the Monitors attached to the Dock and... I also discovered that downgrading back to any of the previous version of the Dock FW is impossible !  The Dock is not even recognized as attached from previous Fw installers !!!


My Docking station now has turned into a stupid and expensive Brick only useful to charge the PC and attach a Mouse and  a Keyboard while I am back with a bunch of display cables attached to my Laptop, this is unacceptable !


Is there any way to recover the DisplayPort Adapter device, somehow reviving it as it was working since before the Firmware upgrade or, in the worst case, to revert back the Dock firmware to Factory Default ???  Maybe a magic power-on sequence that force it to reset as new ?


I really do hope some of the HP gurus will be able to provide a solution.

Thanks in advance for any help... will be highly appreciated.

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