I just purchased an HP Envy X360 Convertable laptop (15t-cn000) and decided to try the USB Type C port, as it supports Power Delivery. Unfortuntaley, when I connected my Samsung Galaxy Note 8 (SM-N950U1), the two devices repeatedly connect and disconnect indefinetely, until I physically diconnect the cable.
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4/18/19 Final Update
I was able to speak with a manager, within escalations, & he gave me a total of $675 in gift card credit, in exchange for the laptop. I ordered another laptop that won't be delivered until May 7. But, the manage took my concerns seriously & I'm ready to be done with the problem.
4/10/19 UPDATE: HP Will Refund, not Fix
HP Escalations has comunicated that the only resolution they will offer is a eGift card, to buy back my laptop (plus $30). I had asked to make this right by trading it out for a ZBook Studio x360 G5, specifically because it appears HP is giving business line laptops USB C support I believe they owe to the consumer line as well. The escalation agent seemed incredoulous that I would ask for this upgrade. However, considering (1) tech support has been consistently poorly trained and misinformed on USB C specs [gave me wrong info multiple times], (2) HP repair center confirmed that they frequently hear complaints about poorly trained tech support, (3) I have twice been upselled tech services during this process, (4) this has about a 3-4 month problem, (5) HP repair failed to reactivate Windows 10 and replace my screen before sending back and (6) the first escalation agent I worked with asked for specific model numbers and part number to reproduce the problem, yet gave me none of those details for well over a month, despite claiming they could not reproduce the problem with their setup. Had HP tech support been competent in their own specs and HP provided details so I could find a configuration that worked, this would be a different story. However, considering these circumstances, the extra $600 I was asking in a new laptop seemed more then fair compensation for my trouble, as well as for the invaluable feedback for how they clean up their tech support to make me a loyal customer for years to come. Unfortunately, I am not alone in experiencing poor technical support, and I hope it's not similar to these sorts of situations.
To conclude, this will likely be my last HP computer. 😞
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Troubleshooting steps:
- Uninstall all USB drivers in Device Manager & reboot PC.
- Manually download & install USB driver's from Samsung.
- Tried
four five different brands of USB C cables. - Make sure BIOS is up to date.
- Make sure PC is up to date.
- Reinstall Windows 10.
- Connected Samsung Note 8 (SM-N950U1), S8+ & S8 (SN-G950) with same result.
- Connected Samsung Note 8 (SM-N950U1) to ASUS, Lenovo, Dell & other HP's at different electronics stores, with a consistent problem with all HP Envy & Spectre laptops (detailed list below).
Samsung tech support concluded it's an HP problem. Samsung Executive Escalations responded (3/1/19) & is cordinating with a team to look into driver problems (3/5/19). Now that my HP has been repaired and still a problem, Samsung now wants me to send my phone in for repair as a last troubleshooting step (4/8/19).HP concluded that all they can do is ship my laptop for repair. Even after I reminded them that I was able to reproduce the problem on over 4 brand new HP's, the only option they gave was repair. HP Executive Escalations was unable to duplicate my problem (using an HP Spectre and Probook). Their only next step of resolution is sending my laptop in (3/1/19)HP Customer Loyalty supervisor told me that if the repair process didn't work, then the two devices are simply incompatable. - Boot Ubuntu Live, from USB, on HP: Same Problem between Samsung & HP. (3/5/19)
- I asked what USB C Harware Vendor & Model my Envy uses (2/24/19), but I was told they don't know (3/1/19). I also asked about the Cypress CCG5 updates that HP released for business laptops, and the agent wasn't familiar with that (3/1/19).
- Sent my HP off to HP for repair & screen (separate issue). I picked it up 4/5/19 & confirm it still has the same problems with the USB C. It also fails to recognize my Windows liscense.
- After talking with the repair center, I was told that the screen was never replaced and that I have to send it back to get my Windows liscense issue fixed, as I can not do that at home. I also explained the USB C problem and he conceded that his department is not equipped to fix my issue, as it sounds like a design flaw. (4/8/19)
- I updated my Samsung Note 8 to Android Pie, but that did not resolve the USB C problem. (4/8/19)
What frustrates me is that, thus far, HP technical support refuses to take any responsibility for the problem. Even after I can reproduce the problem across HP laptops, no one will even consider that HP needs to fix anything. The Customer Loyalty supervisor is unable or /unwilling to escalate my concern and attempt to research the problem, despite my ability to reproduce the problem across four different HP laptops. Instead, the inherit assumptions is that everything is working just fine and that the Envys & Spectres are simply be incompatible with one of the largest cell phone Manufacterers in the United States, Samsung. I wonder if every single mobile phone with a USB-C port had the same problem, if tech support would suddenly care?
Update (2/22/19): I am working with an HP Executive Escalations Social Media Ambassador via Private Message. Will try to update this post as needed.
Laptop Tests (with Note 8):
- Asus Zenbook Flip S (UX370U-XH74T) works
- Asus Gaming Laptop (GU501GM-B17N8) works, Fast Charge & data
- Acer Swift (sf114-32) works, Fast Charge & data
- Lenovo Ideapad 330 works
- Dell Inspiron (I7386-7007BLK-PUS) works, Fast Charge & data
- HP ProBook x360 440 G1 Notebook PC (4PY45UT) same problem
- HP Pavilion (17-ar050wm) works, Fast Charge & data, but disconnected once
- HP Pavilion (14M-CD003DX) works, Fast Charge & data
- HP X2 (10-P010wm) works, Fast Charge & data
- HP Spectre (13-AP0013DX) same problem
- HP Spectre (14M-CD0003DX) same problem
- HP spectre folio (13-AK0013DX) same problem
- HP Envy x360 (15M-CN0011DX) same problem
- HP spectre folio (13-AK00XXX) works with Note 8 & Note 9 per HP tech support.
- I asked for Driver Versions & Dates for the UCM-USCI ACPI Device (2/20/19), but have yet to recieve that info (3/5/19). Still no info (4/8/19).
- HP Probook 455 G6 works with Note 8 & Note 9 per HP tech support.
- I asked for Driver Versions & Dates for the UCM-USCI ACPI Device (2/20/19), but have yet to recieve that info (3/5/19). Still no info (4/8/19).
- HP Elitebook 1050 G1 'connected device caused a power surge'
- HP Elitebook 840 G5 'connected device caused a power surge'
- HP Probook 450 G5 works
Hubs Tested:
- Electjet 7-in-1 AnyHub (ASIN: B07KQR2M2Z), from Amazon experiences connect/disconnect issues when HDMI is connected and screen turns off (laptop still on), but otherwise works
- TXY HUB USB C Hub (ASIN:B078W1P5W4), from Amazon works
USB Cables Tested:
- Insignia Type C Cable (Model: NS-MCC4B), from Best Buy
- Inland (Model: C01022-00170), from Micro Center.
- UNISAME 1ft USB Cable (ASIN: B07MD4QXWP), from Amazon.com
- UNISAME 10ft USB C Cable (ASIN: B07KYCRBGH), from Amazon.com
- Unknown brand of cable from a Best Buy wireless associate. Worked perfect with the Google Pixel 3XL
- CHOETECH USB C cable that came with the CHOETECH Wireless Charger (ASIN:B01K1CKKDI), from Amazon
- HP Brand, per HP. Aparently, they got it to work with a Note 8 & 9, when tested against a Spectre Folio (13-AK00XXXX) with a thunderbolt 3 cable and adapter. I requested specific model numbers on 2/22/19, but still haven't been given that info (3/5/19). Still not provided (4/8/19)
Phone Comparison:
- Samsung Note 8 (SM-N950U1) initial problem
- Samsung Galaxy S8+ same problem
- Samsung S8 (SN-G950) same problem
- Pixel 3 XL works with Spectre
- Note 9 (SM-N960XU) works with Envy
- Huawei P20 Pro works with HP Envy (13-ah0003na)
- Note 8 (SM-N950U) same problem
- One Plus 6T works with Envy
- Note 8 & 9 works with HP Probook 455 G6 & Spectre Folio per HP tech. I asked for Samsung software versions and specific model numbers (2/20/19) and have still not obtained that info (3/5/19). Still waiting (4/8/19)
Additional Steps:
- Submited feedback to Microsoft: recorded the incident with Feedback Hub. View feedback here: https://aka.ms/AA4dza0
- Combed through Microsoft's USB C documentation, presentation from Sr. Soft. Eng. and even downloaded Microsoft Message Analyzer, in hopes of pinpointing the USB C problem, but am unable to interpret the data very well.
- Gave diagnostic data, recorded by Microsoft, to HP, but they never responded to that data. 😕 (4/11/19)
HP Recommended
