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HP Recommended
dock
Microsoft Windows 10 (64-bit)

We had a few tickets in the last week where multiple people have the same problem.

We use the HP USB-C Dock G5. The laptops that have problems are a mix of types (different models of Probook, different models of Elitebook, Dell laptops), so it's clearly the docks. Some problematic docks were placed about a month ago, some longer ago.

 

The problem that the people have is that all of a sudden, the keyboard stops responding and just repeatadly types the last pressed letter. (can be any letter, not specific ones)

 

For example, if you want to type "Today we will have a meeting", it could end up as "Today we will haaaaaaaaaaaaaaaaaaaaa... (endlessly repeating a's)
It will keep spamming the letter, as if the key is being pressed (which isn't the case, even with brand new keyboards that come right out of the box >> nothing is keeping the key down). Meaning that if you get stuck in Word and you open Start Menu to  try opening something else, it will immediately start spamming that letter in the search field. If any kind of area where text can be entered is active, it gets immediately filled with that same letter.

 

The keyboard connected to the dock completely stops working at that time: the num lock light turns off and whatever keys you press (or smash), nothing works. However, the built-in laptop keyboard does still work (num lock light is still on, and if you press keys, they appear inbetween the repeating letter)

 

 

What stops the endless loop, is unplugging the keyboard from the dock (and plugging back in after 5 seconds), or unplugging the dock from the laptop (and plugging back in). However, this doesn't solve the problem as it just comes back a few minutes later.

 

We tried these steps:

  • look in the USB-C port on the laptop and in the USB-C cable of the dock to see if there's any dirt or damage (nothing wrong to see)
  • update the driver version of the dock on the affected laptops >> didn't work
  • swap the keyboard >> didn't work
  • swap the dock >> sometimes works again 
    • too expensive to swap the docks in the entire company
  • swap the keyboard and dock >> sometimes works again (in the case that just dock swap didn't work)
    • too expensive to swap the docks in the entire company

 

It is a very recent development, as we never had that before. Is it a Windows update that messes with this (if so, which one so we can undo it)? Is it a firmware problem in the dock (if so, is there a fix for it)?

7 REPLIES 7
HP Recommended

Try these tips to see if it will fix the issue.

 

1. Shut down your laptop
2. Disconnect the dock

3. Reset the laptop by holding the power button & F6 for 20 seconds

4. Start your computer up

5. Plug the G5 dock back in

HP Recommended

Hello @Maxim_VL 

 

Please, reach to HP support for your country to have this matter escalated and addressed >> https://www.hp.com/be-fr/contact-hp/phone-assist.html

 

 

Your FEEDBACK is important. Use the interactive buttons below and let me know if the post helps ;
*** HP employee *** I express personal opinion only *** Joined the Community in 2013
HP Recommended

@CharlieItuah1

  • Will that do a factory reset, or what kind of reset is it that that will do? Because that's not what we want, because we'd have to redeploy the laptops then...
  • Is that combination (Power + F6 for 20 sec.) for the Probooks, the Elitebooks and the Dells, or just for 1 of those?
HP Recommended

The key combination is for a hard reset, not a factory reset and it is applicable to the HP laptops.

HP Recommended

Hi @Maxim_VL 

 

What @CharlieItuah1 is advising you is not a factory reset but a hard reset or power reset, this is different

>> https://support.hp.com/us-en/document/ish_1997208-1551050-16

 

 

But my personal advise is that you don't need to do any technical actions at this time. If you haven't done so already, just contact HP Support department.

Your FEEDBACK is important. Use the interactive buttons below and let me know if the post helps ;
*** HP employee *** I express personal opinion only *** Joined the Community in 2013
HP Recommended

I have the similar issue with a user using the USB-C HP dock. I've tried updating BIOS, firmware, and drivers. The user will get phantom repeating keys when using the USB-C dock. We're you able to figure out the issue? The only workaround for now is to have the user plug the keyboard directly into the laptop.

HP Recommended

@Rorylee Of course, since I posted my question, I haven't had any more tickets about it, so I can't test the suggestions here (and it would be silly to go backt to the users "hey, let me just change your working dock for the previous one that doesn't work, just so I can test if a solution works.")

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