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wizestar
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Thunderbolt Port no longer works properly after update - HP Omen 17

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HP OMEN 17-cb0092nr
Microsoft Windows 10 (64-bit)

Hello, I purchased the HP OMEN 17-cb0092nr in October of last year and have encountered a problem with the Thunderbolt port. Here are the relevant specs:

 

Windows 10 ver 10.0.18363 Build 18363
GeForce Game Ready Driver 451.48

Intel i7 9750HD
GeForce RTX 2060

 

I recently updated both Windows 10 and my video card driver. Upon completion of the updates, the Thunderbolt port stopped working properly (it no longer works with my external display). Power is going to the external display yet it is not being properly recognized (no picture/desktop displaying). When I try to extend the display in Display Settings, this is the error I receive:

HP OMEN Thunderbolt Error.jpg


I have checked the Thunderbolt Type-C cable i am using and it is functional for other devices. In addition, I ordered and tested a replacement to this cable with the same results. I am able to use another (non-Thunderbolt) external display via the HDMI output on the Omen 17.

 

I have followed the steps outlined in the following two post that have similar issues as I am experiencing:


https://h30434.www3.hp.com/t5/Gaming-Notebooks/I-have-an-OMEN-Laptop-With-Thunderbolt-and-the-Thunde...


https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/One-of-the-USB-C-ports-stopped...


I have search to find any alternate solutions that may shed some light on why the port is no longer functioning, but to no avail. Any help with this problem would be very much appreciated.

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KrazyToad
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@wizestar

 

Welcome to HP Community

 

I have gone through your Post and I understand your concerns

 

Have you already performed a System Recovery back to Factory Settings?

 

Keep me posted

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

KrazyToad
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wizestar
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Hello KrazyToad,

 

Thanks for the reply. I have not enacted a System Recovery or Factory Reset. Does this article explain the process for my specific system?

 

https://support.hp.com/us-en/document/c04758961

 

If so, I cannot perform these. I have about 200G of work files and programs that would take me months to rebuild on a formatted system. Is there some other way to ascertain and fix the problem I am having without resorting to these steps?

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KrazyToad
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You could try an SFC scan and also with a New User Account and check if that helps

 

SFC scan : https://support.microsoft.com/en-us/help/4026529/windows-10-using-system-file-checker

 

New User Account: https://support.microsoft.com/en-us/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

KrazyToad
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wizestar
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Hello, I ran the System File Checker, no errors arose, and created a new user account (admin), nothing changed when logging in as the new profile.

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KrazyToad
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I suggest you perform the System Recovery and let me know how it goes

 

Note: Take a backup of your Data first

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
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wizestar
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I cannot reformat my main drive at this time (due to the work present on the drive). Is there no other way to diagnose what the error may be with my Thunderbolt port?

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KrazyToad
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If the issue started after an Update, then it could be the Windows got corrected, that is why Resetting the OS will help

 

 

KrazyToad
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wizestar
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It seems to be either the recent Windows update or the nVidia driver update that is causing the error. I suppose I'll wait for the next update of these and see if it is corrected then. Thank you for your time.

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The_Fossette
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@wizestar,

 

Thank you for keeping us posted.

 

If any other questions arise, please feel free to write back to me.

 

Cheers!

The_Fossette
I am an HP Employee

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