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‎09-03-2023 11:51 AM - edited ‎09-03-2023 11:53 AM

HP Recommended
Product: HP ZBook Power 15.6 inch G9 Mobile Workstation PC (4T506AV)

Hello,

I have problems with my HP ZBook Power G9 laptop thunderbolt port. Once I connect dock station to the thunderbolt port I get a blue screen with stop code: VIDEO_DXGKRNL_FATAL_ERROR.

It's happening with different docks (all from HP). Tried to install all drivers from product page. Tried to update docks firmware via another same hp laptop (but previous gen8 ) that is working fine. Tried to reinstall latest firmware of the laptop itself, but it's failing with following errors:

---

Intel(R) Thunderbolt Retimer Firmware Update failed
Intel(R) Thunderbolt Retimer_1 FW
Fait to CreateRetimerDevlnstance or read retimer NVM version

---

Tried to do a reset (holding power button).

Is there anything else I can try or it's simple dead and I should bring it to warranty service?

Thanks

2 people had the same question
6 REPLIES 6

‎09-03-2023 12:07 PM - edited ‎09-03-2023 12:07 PM

HP Recommended

This could be a hardware device issue(thunderbolt) or a display  problem.

 

Why not run the Hardware and Devices troubleshooter to see if it finds an issue and presents a solution.

 

Windows key + R to invoke the run dialogue

and type in msdt.exe -id DeviceDiagnostic  then press the enter key and follow the prompts.

 


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‎09-03-2023 01:32 PM

HP Recommended

Hi Erico,

Unfortunately this didn't helped. It said that it fixed some issues, but haven't actually fixed anything. I think I tried this troubleshooter before as well. I have also tried to reinstall windows (from laptop built-in image), but this didn't helped neither 😞

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‎09-03-2023 01:35 PM

HP Recommended

BTW this issue happening even with no any device connected to the dock. So should not be a monitor issue. 

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‎09-03-2023 04:43 PM - edited ‎09-03-2023 04:44 PM

HP Recommended

Display, not monitor if you are referring to your laptop.

 

If you run the HP Hardware Diagnostics UEFI tests and there are still issues you should consider initiating a warranty case.

HP Support page (start here for warranty)

https://support.hp.com/us-en


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‎09-04-2023 12:50 PM

HP Recommended

Tried all possible UEFI diagnostics and it did not help. Will go with  warranty. Tnx

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‎09-04-2023 01:21 PM

HP Recommended

You're welcome!


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