USB-C dock Incompatibility with HP ProBook 465 G11

[Daniel_84594]

Hello,

I am experiencing a persistent issue with the HP USB-C Dock G5 and our four of new HP ProBook 465 G11 laptops.

The problem is that after disconnecting the dock, it will not reconnect properly. The only way to restore functionality is to completely shut down and then power on the laptop again. This issue affects all ports on the dock, including DisplayPort, HDMI, and USB. The dock only charging the laptop.

Troubleshooting steps I have already taken include:

• latest drivers for the laptop installed
• the "High Resolution mode when connected to a USB-C DP alt mode dock" option in the BIOS enabled
• latest firmware on dock station installed
• latest bios firmware on the laptop installed
• Restarting the docking station by disconnecting and reconnecting the power
• AMD graphic card driver cleaned up and installed

Interestingly, I have tested the HP USB-C G5 Essential Dock with the same laptop, and it works without any issues. This fact suggests that the USB-C port on my laptop is functioning as expected. 

On the other hand this HP USB-C Dock G5 works with other intel based laptops. (HP EliteBook 650 G10,HP EliteBook 650 G9,HP EliteBook 850 G7, HP EliteBook 850 G6)

Could you please provide any information regarding known compatibility issues between the HP USB-C Dock G5 and the HP ProBook 465 G11 series? Are there any specific drivers, firmware updates, or BIOS settings that I should be aware of to resolve this problem?

Thank you for your time and assistance.

Daniel

[ifixstuffallday · Accepted solution]

This is a known issue within my organization - firmware version 1.0.23 of the g5 dock DOES NOT work with this model laptop in particular.

if you have any other device with a usb c connection, you can use it to downgrade the firmware to a prior version and the issue will be resolved - but make sure  you do not have hp support assistant installed as it will likely update the firmware back  to the incompatible version.

I am pretty sure every verison before 1.0.23 works fine, but i am 100% sure that version 1.0.16 works - linked here:
https://support.hp.com/us-en/drivers/swdetails/hp-usb-c-dock-g5/model/27767206/swItemId/ob-301509-1

[Daniel_84594]

Hi,

Thanks for your note. I can try downgrade, but let me ask. This problem is connected with AMD processors or ProDesk series? Or is it only for this particular device model?

Thanks

[Daniel_84594]

I can confirm only the 1.0.23.0 Rev.B version is bad.

v1.0.22.0 Rev.B works fine.

[ifixstuffallday]

We mainly deal with the ProBook 465 G11 where I am at, so I  only know of issues with the specific model - it may be more widespread but I haven't tested extensively with other models.. 

Glad to hear you got it resolved though! I recommend either blocking the update in support assistant or removing support assistant to ensure it doesn't get updated automatically. 

I do not believe this firmware update pushes through windows update (thankfully)

[Shiraaz]

Hi

just wanted to say thanks. I have the same notebook, same dock and same problem. Downgraded from V1.0.23.0 to V1.0.22.0 and confirm it works fine.

Thanks

[SBHN-IT-DEPT]

I am also having this issue. After spending countless hours with HP support on the phone their only solution is to downgrade the firmware. The issue is that the HP ProBook G11 models do not see the dock to even upgrade/downgrade the firmware. Some of the docks we have ordered more recently are also already on the newer firmware versions making this impossible. It seems like HP just does not care to resolve the issue at all at this point. If anyone has any solutions I will gladly listen as our company has about 10 of these, we need to set up for new employees and it has turned into more of a headache than it should be at this point.