G5 Dock Compatibility

[cberg2000]

I have a laptop I just purchased from another manufacturer that should be working with my G5 Essential dock, but I am having intermittent issues with the dock. I can connect to my laptop through either USB-C port that are PD and DisplayPort compatible, and the dock will extend my display to two external monitors, but after a few moments the external monitors go black but still have a signal. I have tried updating the drivers for the dock through HP and have updated my laptop's BIOS and graphics card. All of these with no success. Is this dock just not compatible with my specs below?

I am running Windows 11 25H2 64-bit ARM, a Snapdragon(R) X - X126100 - Qualcomm Oryon CPU, and a Qualcomm Adreno X1-45 GPU.

[Pallipurath · Accepted solution]

Hi @cberg2000,

Welcome to the HP Support Community.

Thank you for posting your query.

It seems like you're experiencing intermittent connectivity issues with your HP G5 Essential Dock when attempting to extend your display to external monitors. I would request you to please follow the steps:

Confirm Dock Firmware

• Download and install the latest HP Dock Firmware Update Utility for the G5 Essential Dock.
• Even if you updated drivers, firmware updates are separate and critical.

Update Laptop Drivers:

• Ensure your laptop has the latest BIOS and driver updates installed, especially the video and USB-C drivers.

Adjust Power Settings:

• Check your laptop's power and sleep settings. Make sure that any power-saving settings that may affect display or USB power are disabled when connected to the dock.

Check Display Settings:

• Verify that the display settings on your laptop are configured correctly for an extended desktop, rather than mirroring. Sometimes reapplying these settings can re-establish the connection.

Test with Different Monitors:

• If possible, test with different monitors or switch the cables between the monitors to rule out the possibility of a faulty monitor or cable.

Take care and have an amazing day!

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards

Pallipurath.

[cberg2000]

Pallipurath,

I took your suggestions and checked everything over. I still was having issues even after this, but I had isolated the problem to the Apple Music app after testing each monitor/cord individually with and without the G5 dock connected. After a quick Google search, I found that this is a common problem for Windows 11 going on many years and there has not been a fix from Apple yet. What was suggested was to go into my graphics card and lower the refresh rate to 50hz for that specific app. After I did this, I no longer am having issues!

Thank you for your help, as this led my brain down another path that helped me solve the problem