Laptop won't start when pressing on button on monitor with integrated dock.

[Zonderland]

Hello,

We have a customer who's using HP E27D G4 dockings/monitors. They have let us know they cannot use the "on" button on the dock to turn on the laptop when it's connected to the dock.

Their laptop is a HP ProBook 445 14 inch G10 Notebook PC.

We've tried updating the Drivers and Firmware for/of the Dock, but that didn't help. Neither did updating the laptop's BIOS.

What else can we do to get the power button on the dock to turn on the laptop?

Kind regards,

Zonderland.

[Jupitero]

Hello.

According to User Guide: "When HDMI or DP input is active, the monitor is in monitor mode. When USB Type-C Alt Mode is active, the monitor is in dock mode."

Make sure there are no HDMI/DP cables going into the monitor. Only in dock mode does the power button work as expected.

[Zonderland]

The Dock is plugged into the device using a USB C cable. There is no HDMI or Display Port Cabel from the laptop tot the monitor.

However, we do use 2 of these monitors/docks. I assume the secondary monitor is connected to the first dock/monitor using a HDMI/Display Port cable.

[Zonderland]

I double checked and the monitor he tries to turn on the laptop with is the one connected with USB C

[Jupitero]

Can you check whether the monitor is in dock mode or monitor mode?

According to user guide the power light varies depending on the mode.

- In Monitor mode, the light is white when the computer is on, and amber when the computer is in sleep mode.

- In Dock mode, the light is white when the computer is on, and blinking white when the monitor is in sleep mode.

If the monitor is in monitor mode, the reason can only be that there is some other computer (or other source) connected to the HDMI or DP input ports. The monitor supports KVM mode, which enables quick switching between two sources. Can you try disabling it?

I presume you upgraded the the latest 1.1.17.0 firmware when upgrading?