Can’t update HP Z40C G3 monitor

[Sharphin]

Hi, I can’t update my monitor Z40c G3. I have reviewed this forum, tried all the tips I found online but there is nothing to make the update tool to find my monitor. I contacted HP, they gave me a few tips but nothing works. I reset the monitor, removed the cables and pressed power, bla bla bla… nothing woks. They said the case was escalated but after 10 days I have zero response.

HP is so bad treating their customers. When I had an issue with my Macbook, Apple called me every two days to inform how the case was (even if it was to say that there were no news).

The thing is that HP suggested me to update the firmware to fix audio issues that I have experienced.

Is there a way to fix this or get them to fix my issue or should I seek a legal solution?

Thanks

[Sharphin]

I've been waiting for a long time and today I figured out that I don't even have a case number for this issue. HP = 0

[Mike-McC]

Hi!

I don't know if I can help you, because I only have a similar situation, not exactly the same. I have a HP Z34c G3 connected to Windows 11.

My experience with HP Support was that they were helpful on the phone. I asked them to give me a case number and I wrote it down. The suggestion from HP support was to update the firmware. I was a bit surprised about this because I had already checked with the HP Display Center app (suggested by the Quick Setup guide, and according to the app there was no new firmware version available). HP support said I should go to https://support.hp.com/ and search there. In fact there was a newer version on the website, not offered by HP Display Center.

HP Support said that they would call me the next day, but they didn't. The next day I got an e-mail with the case number, however that gave no way to contact support, except I thought that the WhatsApp link in the mail might be helpful. I clicked on that and wrote to HP support, however I got the answer back that I was connected to Latin America spanish-speaking support. I am in Europe and the case (and acknowledgement) is in English, so I don't know why the mail had a Spanish link in it. 6 days after I opened the case by telephone I got an e-mail asking if they could close the case. I replied that the issue is not resolved. That was one week ago and I am still waiting for a new response from HP Support.

About your firmware update:

I looked and I found
HP Z40c G3 Curved USB-C Display - Firmware 1.0.13.0 Rev.A 13.3 MB  Jun 5, 2023

Is that what you are trying to install?

How is your Windows 10 computer connected to your monitor?

I found for the Z34c G3 I could use both USB-C and USB-A <=> USB-B cables
I had a different firmware update though, and in my case it was HP Z34c G3 WQHD USB-C Curved Monitor - Firmware 1.2.17.0 Rev.A 34.5 MB May 25, 2023

[Sharphin]

Thanks for  your response!

I finally have a case number but they almost went away without giving me one. The HP Display Center app shows that there is a firmware update available. I could download it and try the installation, but the update tool doesn't "see" my monitor. 

Yes, that is the firmware I'm trying to install and yes, my Windows computer is connected to my monitor. However, the update tool can't see the monitor. 

I used both USB-C cables and ports but the error is the same. Never tried with USB A. 

It's funny; I remember when I bought the monitor I updated the firmware with my Mac, but now that option is not available anymore.

Thanks.

[Mike-McC]

If I understood correctly, you have the situation where HP Display Center recognizes your monitor and the firmware update does not recognize it.

[Sharphin]

Correct!