HP ZBook Thunderbolt3 USB ports lagging

[RioMare]

I bought this docking station for my NTB HP Spectre x360. It works quite fine, but using the USB 3.0 ports on the dock for keyboard and mouse is not possible. Both devices are cable connected and generates signals, so the cursor of the mouse is moving and the characters are written to the screen, but ...

Sometimes the mouse stops in the movement and then jumps to another position, using buttons (clicks) in that case is almost impossible.

Keystrokes are taken and I can see them on the screen, but sometimes one of the keystroke get lost and just the next one repeats 5 or 10 times.

Network, audio, video and charging is working perfect.

I already tried to use the latest drivers and firmware for the dock, but it still has these problems. Seemingly one of the firmware (ASMedia ASM 1074 Firmware - tool failed) did not upgrade successfully, but there is no other information that could help me further.

Both keyboard and mouse did not have a problem when connected directly to the NTB or when used with Lenovo One Link dock.

Is there any way how to make the ASM 1074 firmware updated, or is it a HW problem?

[MikeD1313]

I'm having this exact same issue. I ended up moving the keyboard dongle directly to the laptop which solves the problem but should not be considered the final solution. I have also attempted to update the dock firmware with the same results (ASM1074 firmware fails).

I did try disabling power management on the USB hubs in device manager. This made no difference.

HP - What is the issue here? How do we get if fixed?

Should I return the HP Thunderbolt docks and use a 3rd party dock?

[RioMare]

I have a slight update to this topic. It's not perfect, but can work with it now (and hope for final updates, that will remove also the workarounds).

1. To successfully update the docking station I really must have the display connected to the display port. When I used to have it connected to VGA (an older display), the update was not successfull -  ASMedia ASM 1074 Firmware - tool failed

2. To put the computer to sleep I do always when I disconnect from the dock.

3. Waking the computer (starting or waking form sleep) I do firstly without the dock, and once the computer runs, I connect the dock. Waiting a while (10 seconds) everything works.

4. If a problem occurs (lagging), I disconnect the dock from comp, then I disconnect the power from dock, wait a while, connect the dock to the power, connect the computer and see if it works. If not I restart the computer.

5. What not work, when the computer sleeps / hibernates on the dock by inactivity. Seemingly the USB ports on the dock are not awaken properly and the lagging occurs after wake up of the computer.

I hope, that this workaround works also for others having this problem (and will be resolved by next update)

[MikeD1313]

I've tried different dock/undock scenarios and they all seem to end up with the same problem. After a period of time, the keyboard will get hit with the missed (delayed) keystroke (or in some cases duplicates). It seems to occur if I let the notebook sit unused for a very short period of time (seconds).

I contacted HP support yesterday and went through the usual steps to troubleshoot (all things I had alread tried). They ended up remoting into my notebook and reinstalling the dock firmware (which I have done a few times). We disconnected and I was told to contact again if it happened (which it did this morning).

Interesting is the support rep didn't even comment or address the fact that the ASM1074 firmware still failed to update/install.

One other thing I find interesting is that the Softpaq Download Manager keeps listing the "ASMedia eXtensible Host Controler (xHCI) Driver" as "Not installed" no matter how many times I try to install it. This is the dock's USB and I'm sure there's a problem here.

I'm going to contact support again this morning and will update when I'm through.

[MikeD1313]

I'm still working on this issue with support. They have had me try a different model wireless keyboard/mouse which was slightly better but still runs into the lost keystroke issue. Support then asked me to try a different dock. Fortunately (or not depending on your perspective), my company bought 2 of the docks. This did not change the issue. The last thing they had me do was run a diagnostic tool on my system and send them a file for analysis. I'm waiting to hear back from them.

I'm still stuck on the fact that the firmware update for the dock runs into a problem with the ASM1074 driver (see below). I have mentioned this to 2 different support reps and they continue to ignore that problem. Also, when I check for updates via the SoftPaq Download tool, it doesn't recognize that the "ASMedia eXtensible Host Controller (xHCI) Driver" drivers are installed. I have seen 3rd party drivers out there for the ASMedia USB hubs but am hesitant to try those. Anyone have any experience with them?

[JuanY-77002]

I also am trying to use this docking station with the Spectre X360 Convertible laptop and I am having the same lag issue with the keyboard and mouse.  Doesn't matter if they are wired or wireless.  I actually have 27 laptops and 27 docking bays.  I have experienced the issue with the first seven that I tried to setup and stopped.  I have contacted HP and so far have gotten nowhere.  I have installed all updates.  I have plugged a brand new laptop out of the box to the docking station and the lag happens.

I also received the error for the ASM 1074 Firmware update that MikeD is getting. Tried to update four of the docking stations and they failed.

I have ordered a a Plugable USB-C docking station from amazon just to see how that works.  Really frustrated with the HP ZBook.

[MikeD1313]

I'm still working with support but not getting anywhere. I sent them an updated diagnostic scan on 2/15 and haven't heard back.

I'm definitely interested in hearing how your experiment goes with a 3rd party dock. Keep us updated.

[JuanY-77002]

As an update, I have plugged in the Plugable Docking Station to the laptop and no issues.  Mouse and keyboard work fine and no lag to it, ethernet and audio work as well.  At this point I have not plugged in any external monitors.  I also plugged in a Dell Docking Station to the laptop and no issues either, no lag on the keyboard or mouse.  Each took about five minutes to load drivers and was up and running. 

[MikeD1313]

Glad to hear things are working so far. Keep us in the loop once you get the displays running. All of our users use 2 external displays so that's key for us.

[MikeD1313]

My case got bumped up a level in support. Here's what they said: "I have checked with Higher Level team and they have mentioned, it is normal behavior and also you can have a check with Microsoft or Logitech and try any other USB Keyboard."

It's normal behavior. Are you kidding me?

What's the status of your testing with 3rd party docks? Is it normal behavior to experience a lag?