HP Thunderbolt Dock 120W G4 after Firmware Update in Boot-Loop

[Scherr-IT]

Hi Community,
last week I've started at a client computer Windows Updates and after via HP Support Assistant Firmware and Driver Updates.
A firmware update for the connected HP Thunderbolt Dock 120W G4 docking station was also displayed. Unfortunately, customers and I often have problems with the HP Thunderbolt docking stations, so I decided to carry out this firmware update.

After a while I realized that the firmware update for the docking station was taking too long, but I waited until the support assistant also noticed this and canceled this update and then continued with the next driver update.
After the restart, there was no longer any image on the two connected monitors, and after opening the notebook display it became clear that the docking station no longer had any function, the notebook no longer had LAN access, the external mouse and keyboard no longer worked and the power supply no longer worked was gone.
Restarting the docking station by unplugging the power supply for longer than 5 seconds and other tips didn't help.
The docking station is around 400 days old, a call to HP revealed that the device is out of warranty and nothing is possible here.
But an error that results from a firmware update gone wrong can't be seriously dismissed by HP.
What can I do, the customer has no understanding of HP's behavior here, as the docking station was still working before - apart from the general HP Thunderbolt docking station problems.

Alex

[erico]

The thread at the following hyperlink below may have the solution for the HP Thunderbolt Dock 120W G4 firmware update failure issue.

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/HP-Thunderbolt-Dock-120W-G4-Fi...

HP built in protection for the possibility of a firmware update failure.

[Scherr-IT]

Hello Enrico,

Of course, I first tried everything I knew, searched for it in forums and on the web and even spoke to HP support, who had further tips, but none of them helped.
The device starts shortly after plugging in the power supply (here I also tried the identical power supply from my colleague's docking station), a sound like the fan motor starting up can be heard, the LED on the switch turns on and this repeats itself in approx. 5 second steps. It only takes a moment for a connected notebook to recognize a USB device, but it then disconnects when the docking station is rebooted.

[erico]

From your description of your efforts, the affected dock will need to be repaired. 

Is the dock still in warranty?

[Scherr-IT]

The warranty is only 12 months, according to HP the warranty expired in mid-January 2024, but since in my opinion the invoice date is February 2, 2024, the warranty should last until then - but it would still have expired. According to HP support, there is only 7 days of goodwill.
However, I find it very annoying that a device that previously worked perfectly is broken by a failed firmware update suggested by HP and that the customer is then not accommodated.