Issue with G2 Thunderbolt Dock on Elitebook G7

[networkn]

Hi. 

We have had longstanding issues with my wifes Elitebook and her Thunderbolt G2 Dock.

Basically, when the notebook goes to sleep, some or all functions on the dock don't seem to 'wake' up properly. Almost always, it's the USB Ports, but occasionally, it's one or more of her 2 HP EliteDisplay Monitors. 

We have updated all the drivers and firmware available, and it's been a problem for well over 2 years, so I am confident it's less of a driver/firmware issue and either a fault, or setting we need to change. 

I did change the power save function to off, in device manager. 

1.  Device Manager

3. Select Thunderbolt Controller - right click select "properties"

4. Select "Power Management" tab and uncheck "Allow the computer to turn off this device to save power"

That didn't help. 

This is not 100% confirmed, but since I enabled face unlock, the issue hasn't occurred she thinks and it's been about 2 weeks. 

That isn't a solution however, even if it fixes it, but may indicate the hemisphere of the solution.

To be honest, we are happy for the notebook never to sleep if it's plugged in, so long as the monitors go to sleep and wake up nicely. 

I'd be very grateful if anyone had a solution. 

We are even willing to buy a G4 dock, but we aren't sure if it's compatible, or it would solve the issue at all. 

[Jupitero]

Hello.

So you have the latest BIOS on laptop, latest firmware on the G2 dock? Certain HP monitors have also received firmware updates as well, I recommend looking into that as well.

Your laptop has two USB-C ports with Thunderbolt, have you tried connecting the dock to the other one as well?

Does powering the dock off and back on help? (just disconnect the power cable for a few moments)

As far as I know, there is no need to change any setting for the Thunderbolt Docks in Windows Device Manager - they have always just "worked".

This still does not explain why the USB ports are not working, which to me sounds like a hardware fault, but whether it is the laptop or dock, I cannot say. Should you have access to another computer with Thunderbolt connectivity - or another Thunderbolt dock, it would make troubleshooting and pinpointing the problem much easier.

Take a look in the BIOS and Thunderbolt and USB-C related settings. Check that TB is enabled (!) and disable Thunderbolt security if possible.

Your laptop has 3rd generation Thunderbolt (TB3). Thunderbolt 4 dock will work with your laptop, since TB is backward and forward compatible - but as you wrote, it may or may not fix the problem. Buying one with an option to return it if it doesn't work would be handy in the troubleshooting.