ProBook 460 G11 Windows 11 intermittently locking

[jcrow]

Hi all,

We have several HP ProBook 460 G11's.  They are connecting to HP Universal USB-C Multiport Hub's.  There are two monitors, keyboad/mouse, and network cable connected to the hub's.  The laptop lid is kept closed while connected.

They are fully up to date with Windows updates and Drivers via WU.

Intermittently you hear the  boop boop of devices being disconnected and the hub appears to disconnect then reconnect and Windows shows as locked.  The user logs back in and everything is as before.  There doesn't appear to be anything in particular the users are doing when it occurs.

This happens with all of our 460 G11's with these Hub's.

I have disabled all power saving features (even for the specific devices in Device Manager).  I have tried both USB-C ports (they have two).

Is this a known problem with these model laptops?

thanks

J

[Dragora]

Hi jcrow

You have already covered the basic power management settings, which is a great first step. Here is a plan of advanced troubleshooting steps, prioritizing firmware and BIOS updates specific to the USB-C/Thunderbolt controller.

1. Update/Reinstall Critical Firmware and Drivers

Windows Update (WU) and Device Manager updates are often insufficient for deep firmware updates needed for USB-C docks. You must manually check HP's site.

• System BIOS Update: Go to the HP support page for the ProBook 460 G11 and download the latest BIOS update. BIOS updates frequently contain fixes for core system stability, including how USB-C/Thunderbolt ports manage power and connectivity. This is the most likely fix.

• USB-C/Thunderbolt Controller Driver/Firmware: Look for a specific driver or firmware update for the Thunderbolt or USB-C Controller on your ProBook 460 G11's support page. This is a critical component for dock communication.

• HP Universal USB-C Multiport Hub Firmware: Check the HP support site for the specific model number of your hub (e.g., HP Universal USB-C Multiport Hub) to see if there is a firmware update for the hub itself.

2. Check and Adjust BIOS Settings

Because the issue occurs when the lid is closed, the BIOS may be imposing an aggressive power-saving state on the USB-C ports that is not overridden by Windows settings.

• Enter BIOS: Restart the laptop and press the required key (usually F10 or Esc) to enter the BIOS setup.

• Look for USB or Thunderbolt Settings:

  • Find a setting related to USB-C Power, Thunderbolt Security, or USB Power while in Sleep/Off.

  • Ensure any setting that allows USB-C power saving or selective suspend is disabled.

  • Look for an option to enable High-Power USB or similar.

• Look for Lid-Close/Sleep Settings: Sometimes, the BIOS can be configured to force a deeper sleep state when the lid closes, even if Windows is set to "Do Nothing." Confirm this behavior is not being forced at the hardware level.

3. Advanced Windows Settings (USB Selective Suspend)

While you've disabled device-specific power saving, the system-wide Selective Suspend feature can still cause issues:

1. Open Control Panel ➡️ Power Options.

2. Click Change plan settings for the active plan  ➡️ Change advanced power settings.

3. Scroll down to USB settings and expand USB selective suspend setting.

4. Change the setting for both On battery and Plugged in to Disabled.

4. Diagnostics: Use Event Viewer

To pinpoint the exact cause, check the Windows Event Viewer log immediately after a disconnection happens.

1. Press Windows Key + X and choose Event Viewer.

2. Navigate to Windows Logs ➡️System.

3. Filter the log for a Source of Kernel-PnP and Event IDs related to device disconnect (e.g., 20000, 20001, or look for messages about a device being removed or re-enumerated). This can tell you which component (the dock, a specific device on the dock, or the USB-C controller) is starting the connection cycle.

I hope the above is helpful

*If this helped you solve your problem, please mark my answer as the solution. Thank you.