cancel
Showing results for 
Search instead for 
Did you mean: 
Arpy222
New member
1 0 0 0
Message 1 of 1
444
Flag Post

Screen freeze, when USB-C Dock G4 is connected

HP Recommended
HP EliteBook 840 G5
Microsoft Windows 10 (64-bit)

Hi!

Two external HD monitors are connected to an USB-C Dock G4 docking station, via DisplayPort.

When the USB C cable is connected to the HP 840 G5 laptop, the screen of that freezes.

 

If there is no monitor connected to the docking station, then the laptop works fine.

I tried to do a firmware update on the docking station, but the screen freezes the same way, when the process is started.

In the log file of firmware update tool, I saw the following:

 

HP USB-C Dock G4 Firmware Update
====================================
Thu Jun 11 14:42:18 2020
====================================
Graphics adapter initialization:
Auto scan graphics adapter (DDC2bi addr: 0x60)...
NVidia: Library not found!
AMD: Loading DLL... failed!
Intel [Intel(R) UHD Graphics 620]: Init done
Device GUID: 0x1000 [Local FP]... N/A
Device ID: 0x0C: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0D: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0E: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0F: Query Error! (7) by DDC Addr (0x60)
==> No available port!
.....................................
Graphics adapter initialization:
Auto scan graphics adapter (DDC2bi addr: 0x60)...
NVidia: Library not found!
AMD: Loading DLL... failed!
Intel [Intel(R) UHD Graphics 620]: Init done
Device GUID: 0x1000 [Local FP]... N/A
Device ID: 0x0C: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0D: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0E: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0F: Query Error! (7) by DDC Addr (0x60)
==> No available port!
.....................................
Current on-board info:
<Host > Connection failed! (Error (7): ExecuteRegisterRead: Reading data failed!)

<Port#1> Connection failed! (Error (11): SendIspDdcCmd: No ACK!)

<Port#2> Connection failed! (Error (11): SendIspDdcCmd: No ACK!)

 

Does anyone has some idea, what shall I try next?

Thanks for your help!

 
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