HP ENVY 17t-ch1000 Thunderbolt 4 USB-C port not working

[RDW2]

I have an HP ENVY 17t-ch1000 and the Thunderbolt USB-C port seems to have stopped working (at least partially). I use a Dell WD22TB4 docking station that has been working fine - until yesterday. Now, the power seems to charge my battery just fine, but the laptop doesn't recognize any of the devices attached to the dock (USB devices or monitors).

[Raj_05]

Hi @RDW2,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

If the Thunderbolt 4 USB-C port on your HP ENVY 17t-ch1000 laptop is not working, there are several steps you can take to troubleshoot and potentially resolve the issue. Here's a step-by-step guide.

• Check for Physical Damage: Ensure that the USB-C port and the cable you are using are not physically damaged. Sometimes, a bent or damaged port or cable can prevent proper connectivity.
• Restart Your Laptop: Start with a simple step - restart your laptop. This can sometimes clear out temporary glitches or conflicts causing the port to not work.
• Update Drivers: Ensure that your laptop's Thunderbolt drivers and firmware are up-to-date. You can visit the HP website, search for your laptop model, and download the latest Thunderbolt drivers and firmware updates if available.
• Check Thunderbolt Security Settings: Thunderbolt ports often have security settings that can prevent devices from connecting. Go into your laptop's BIOS or UEFI settings (usually accessible by pressing a specific key during boot, like F2 or F10) and check if Thunderbolt security settings are enabled. Adjust them if necessary.
• Check Thunderbolt Devices: If you're trying to connect a Thunderbolt device, make sure that the device itself is functioning correctly. Try connecting it to another Thunderbolt-enabled computer to confirm.
• Check Power Delivery (PD): Some USB-C ports, especially Thunderbolt ones, support Power Delivery for charging. Make sure the port is not solely being used for charging, as this can prevent data transfer. Try connecting a data-only device.
• Inspect for Dust and Debris: Dust and debris can accumulate inside the port and block connections. Use compressed air to clean the port gently. Be careful not to damage the port.
• Try a Different USB-C Cable: Sometimes, the issue may be with the USB-C cable. Try using a different cable to see if that resolves the problem.
• Check for Software Conflicts: Sometimes, other software or drivers can interfere with Thunderbolt functionality. Try disabling or uninstalling any third-party software that might be affecting USB-C or Thunderbolt ports.
• Windows Troubleshooter: In Windows, you can use the built-in troubleshooter to identify and potentially fix USB and Thunderbolt issues. Go to Settings > Update & Security > Troubleshoot, and then run the "Hardware and Devices" troubleshooter.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support 

[RDW2]

Thank you for the thorough response. Unfortunately, I tried all the things you suggested, and nothing seems to have helped. The port does get power, but switching to data only devices doesn't work at all. (I tried a straight USB-C/Thunderbolt cable to my iPhone, and it doesn't work as well as a USB-C/HDMI cable to my external monitor - neither worked.)

Please note - the setup worked fine for months, and only quit the the other day after I had unplugged the dock to take the laptop into work. I actually didn't even turn on the laptop until I re-plugged it into the dock (at home), so as far as the computer knew - it was just unplugged and then plugged back into the USB-C plug. (And I didn't bang it around while travelling - I put it in a protected computer bag, set it into my car seat, then took it out when I got back home and plugged it back in.) Also, I did clean out the USB-C plug - just in case some dust got in there - nothing...

So, the question is, how do I get it repaired? The rest of the laptop is in perfect condition - and it seems like a bad idea to trash the whole thing for this single port - but I need external monitors (plural) in order to be effective at work. Is this something an HP Certified Service Center can repair? What do they do - replace the whole motherboard to fix it?