USB-C Docking Station Does Not Detect External Monitors on Lenovo ThinkPad E490

[shimonr111]

My setup:

• Laptop: Lenovo ThinkPad E490
• Operating System: Windows 10
• Docking station: HP USB-C 100W G6 Dock

The problem:
The docking station connects successfully, and other functions work properly (USB devices, network, and charging), but external monitors connected through the dock are not detected.

The monitors work when connected directly to the laptop using HDMI.

What I have already tried:

• Updated all available laptop drivers, including graphics, chipset, and USB-C related drivers.
• Updated the docking station firmware and drivers.
• Verified that the BIOS is updated.

According to the specifications, both the Lenovo ThinkPad E490 USB-C port and the HP USB-C 100W G6 Dock support DisplayPort connectivity.

Any suggestions would be appreciated.

[Deep_World]

Hi  @shimonr111 
 
Welcome to the HP Support Community!

Thanks for reaching out!

I appreciate the detailed information you've already provided. I understand how  it can be when the dock appears to be working correctly for charging, USB devices, and network connectivity, but the external displays are not being detected. I'll be glad to help you with this further.

To better understand the issue, could you kindly confirm the following details?

• How are the monitors connected to the HP USB-C 100W G6 Dock (HDMI, DisplayPort, or adapters)?
• Are you using one monitor or multiple monitors?
• When the monitors are connected through the dock, do they show any signal message such as "No Signal" or do they remain completely undetected in Windows Display Settings?
• Have you tested with a different USB-C cable between the dock and the laptop?
• Does the issue occur with all monitors connected through the dock or only a specific monitor?

In the meantime, kindly try the below   steps and confirm :

1. Open Device Manager and check for any warning icons under:
• Display adapters
• USB Controllers
• Thunderbolt/USB-C devices (if applicable)
2. Open Windows Display Settings and click Detect under Multiple Displays to see if Windows can discover the monitor manually.
3. Disconnect the dock completely:
• Shut down the laptop.
• Disconnect the dock from power and the laptop.
• Wait 60 seconds.
• Reconnect the dock power adapter first, then connect the dock to the laptop and test again.
4. Verify the monitor input source is set correctly (HDMI or DisplayPort, depending on the connection used).
5. If available, test:
• Another monitor with the dock.
• Another video port on the dock.
• Another USB-C cable certified for video output.

Once you share the  connection type, I'll be able to review the details and provide more  specific steps.

I hope this helps.

[shimonr111]

Thank you for your reply.

• I am using two monitors: one is connected via HDMI, and the other via DisplayPort.
• The monitors remain completely undetected in the Windows Display Settings.
• I have not been able to test with a different USB-C cable between the dock and the laptop because I do not have another cable that supports video output.
• The issue affects both monitors.

Steps:

1. There is a warning icon under USB Controllers for Unknown USB Device (Port Reset Failed).
2. I have already tried this step, but the monitors are still not detected.
3. I have already tried this as well, but it did not help.
4. I have already checked this, and it is configured correctly.
5. I do not have another monitor to test with. However, both monitors are brand new and confirmed to be working properly. I also do not have another USB-C cable that supports display output.

Thank you for your assistance.

[Jerry_57]

Hi @shimonr111,

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to help you.

Thank you for the update and for confirming the results of your testing.
 

Based on what you've shared, the Unknown USB Device (Port Reset Failed) warning in Device Manager is significant. Since the dock provides charging, USB, and network connectivity but does not detect either external monitor, the issue is most likely related to the USB-C DisplayPort (Alt Mode) video connection rather than the dock itself.

Please try the following:
 

1. Perform a full dock power reset:
   
   
   • Disconnect the dock from the laptop and unplug its power adapter for at least 10 seconds.
      
   • Reconnect the power adapter first, then connect the dock to the laptop.
      
2. Reinstall the Lenovo graphics and USB-C drivers
   
   
   • Download and install the latest Intel graphics, chipset, and USB-C/Power Delivery drivers directly from the Lenovo support website, as these are often newer than the versions provided through Windows Update.
      
3. Check Device Manager
   
   
   • The Unknown USB Device (Port Reset Failed) entry may indicate a USB-C communication issue. Uninstall that device, restart the laptop, and allow Windows to reinstall it automatically.
      
4. Verify the USB-C cable
   
   
   • If possible, test with another USB-C cable that supports DisplayPort Alt Mode or Thunderbolt, as charging-only USB-C cables will not carry video.

Expected outcome

If the USB-C DisplayPort connection is working correctly, Windows should detect the external monitors through the HP USB-C 100W G6 Dock.

If the issue persists after these steps, the next step would be to determine whether the problem is with the dock or the laptop's USB-C video output by testing the dock with another compatible system or testing the laptop with another USB-C display-capable dock.

Take care and have a great day!

[shimonr111]

Hi,

already tried here everything.

the dock works with another hp laptop and detect the monitors.

on the other hand,

the lenovo laptop detect the monitors with another usb-c cable (through other dock).

[Jerry_57]

Thank you for sharing the details.

We have sent you a private message.

Kindly follow the steps.

To access your private messages, click the private message icon in the upper right corner of your HP Support Community profile, next to your profile, and send me a private message with the serial number, because we value your privacy.