EXTERNAL MONITOR HELP AND POWER PORT HELP

[caplanm009]

Hello,

I have an HP laptop (Windows 11, Intel i7-1165G7) and my external monitor stopped being detected through the USB-C port. The monitor works with other computers and cables.

In addition, the USB-C charging port is no longer charging the laptop. The device will not charge through that port at all.

I have already:
• Updated Intel graphics driver
• Updated BIOS
• Updated chipset drivers
• Tried different USB-C cables and monitors
• Checked display settings and Device Manager

Because the device is out of warranty, I cannot access chat support, but this appears to be a USB-C controller / power delivery issue rather than physical damage.

Could a moderator please help escalate this or open a support case? I am happy to provide my serial number privately.

Thank you.

[Hawks_Eye]

Hi @caplanm009 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for sharing the detailed steps you’ve already tried. Since both video output and charging through the USB‑C port have stopped, this points to the USB‑C controller or power delivery circuitry rather than a simple driver issue. 

Let’s go through a structured set of checks to confirm:

 

Step 1 – Power Reset

• Shut down the laptop completely.
• Disconnect all external devices and power adapters.
• Press and hold the power button for about 15 seconds.
• Reconnect the AC adapter to the standard charging port (not USB‑C) and power on the laptop.

Step 2 – Verify USB‑C Functionality in Windows

• Open Device Manager.
• Expand Universal Serial Bus controllers and check for any devices with a yellow warning icon.
• Right‑click each USB Root Hub (USB‑C) entry and select Uninstall device.
• Restart the laptop; Windows will reinstall the drivers automatically.

Step 3 – Test with HP App Diagnostics

• Launch the HP App from Windows.
• Run Diagnose & Fix to check hardware and connection issues.
• Pay attention to USB controller or power adapter test results.

Step 4 – BIOS and Hardware Checks

• Enter BIOS Setup (press F10 at startup).
• Under Advanced or System Configuration, confirm that USB‑C ports are enabled.
• Save and exit.

Step 5 – Isolate Charging vs. Display

• Connect only the USB‑C charger without the monitor. Check if the charging LED responds.
• Connect only the monitor with no charger. Check if Windows detects a new display.
• If neither function works independently, it confirms a controller‑level fault.

Step 6 – Windows Updates

• Go to Settings > Windows Update and install all pending updates.
• Restart and retest the USB‑C port.

If the port still does not function after these steps, the issue is most likely hardware‑related within the USB‑C controller or power delivery board. Since you mentioned the device is out of warranty, continuing to use the standard charging port and HDMI/DisplayPort for external monitors will be the practical workaround.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye