Issues with USB-C ports

[MichaelVanDijk]

Hello,

We are a small business and we have 16 HP ProBook 430 G5 notebooks in use. Our warranty expired in October, and as coincidence would have it, we're starting to run into some issues on a few notebooks.

We use docking stations (hp usb-c docks) and connect two monitors, a mouse, keyboard and a charger are plugged into these docks. The docks connect to the notebook using the single USB-c port present on the notebook.

Here are the issues we're running into.
1. 2 notebooks are connected to the dock, but it won't recognize the screens anymore. The other USB peripherals are recognized and function as they should.

2. 1 notebook is connected to the dock, but it won't charge the notebook. Both screens and other peripherals do work as normal.

What I've tried to do is the following:

1. Install all Windows updates

2. Install all updates using the HP Support Manager

3. Tried different USB-C docks, including a different type of dock

The unusual issue is, one of the docks where the screens stopped connecting wasn't used for about a month. I started it up yesterday, and I noticed that there was a firmware update for the usb-c port. Unfortunately I wasn't fast enough to see what update it was, all I noticed is that it was a version 8.1x (I think) and that the current version was an 8.0x. After this update, the docking station would recognize both screens again and works like it always had.

Is there any way for me to find what this update was, and how I can force it on the other notebooks? Again, I have done Windows Update and installed all updates on the HP Support manager.

Thank you in advance!

Best regards,

Michael van Dijk

[EddyK]

Hello @MichaelVanDijk,

What exact HP USB-C docks are you using?

I found 4 advisories regarding the USB-C port functionality of your device but with different docks. 

https://support.hp.com/us-en/product/hp-probook-430-g5-notebook-pc/17047126/document/c05825113

https://support.hp.com/us-en/product/hp-probook-430-g5-notebook-pc/17047126/document/c06575423 

https://support.hp.com/us-en/product/hp-probook-430-g5-notebook-pc/17047126/document/c06440485

https://support.hp.com/us-en/product/hp-probook-430-g5-notebook-pc/17047126/document/c05509272

It might be worth a try reading them. Also, have you tried a power reset yet?

1. Turn off the computer
2. Remove the power cable and any external accessories
3. Remove the battery, only if it is external and easily removable
4. Hold down the power button for at least 30 seconds
5. Attempt to turn on the computer

[MichaelVanDijk]

Hi Eddy,

Thanks for your reply!

We have two different types of docks, I have tested it on both of them.

The first dock, and the most common one we use, is the HP Elite USB-C Dock G3. As described in the third article you listed. I have run the Firmware update as stated, but this didn't fix the issue.

The second dock we use is the USB-C Mini dock, I didn't find this specific dock mentioned in the links you posted, but did try the solutions to change to High Resolution Mode.

Unfortunately, this still didn't fix the issue.

What I tried from your suggestions is:

1. Ran Windows Update

2. Updated the Firmware

3. Changed the settings to run on High Resolution mode

The issues on this specific laptop persists: It recognizes the dock, and I can use the connected peripherals (Ethernet cable, mouse and keyboard), but the screen isn't recognized (connected via Display cable). Any other laptop works fine on these docks.