USB c thunderbolt docking G5 stopped working on HP Envy laptop

[TimG86]

Hi, 

a few weeks ago suddenly my HP Envy laptop stopped detecting the HP G5 docking station.

It seems that USB c port is working because it charges when I connect my laptop charger, it connects to a small Dell USB-C adapter, but it won't connect to my G5 docking station. Connected my G5 docking to other laptops and there its working fine.

Tried different suggestions found on the forum but no use. When I do a hardware diagnostics in BIOS, it tells me that USB c Thunderbolt ports are unavailable.

- tried upgrade of BIOS

- upgrade of windows

- firmare update of G5 docking (via other laptop) 

- shut down and hold power button for 30 secs.

hope someone can help me out!

thx

[zoey7886]

@TimG86, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your HP Envy! 

We're thrilled to have the opportunity to assist you and provide a solution.  

I understand that your HP Envy 17.3-inch laptop has stopped detecting the HP G5 docking station, even though the USB-C port works with other devices. Let’s go through some steps to resolve this issue.

Check Thunderbolt Settings in BIOS

Since the BIOS hardware diagnostics indicate that the USB-C Thunderbolt ports are unavailable, let’s check if Thunderbolt is enabled in BIOS:

1. Restart your laptop and press F10 repeatedly to enter BIOS.
2. Navigate to Advanced > Port Options (or similar).
3. Ensure Thunderbolt Support is enabled.
4. Save changes and exit.

Perform a Power Reset

Sometimes residual power can cause detection issues. Please try this:

1. Power off the laptop.
2. Disconnect all external devices, including the docking station and charger.
3. Press and hold the power button for 30 seconds.
4. Reconnect only the docking station and power on the laptop.

Update Thunderbolt & USB-C Drivers

Ensure your laptop has the latest drivers:

1. Visit the HP Support website and enter your laptop’s model number.
2. Download and install the latest Thunderbolt Controller Driver and USB-C Driver.
3. Restart your laptop and check if the docking station is detected.

Remove and Reinstall Thunderbolt Devices

1. Open Device Manager (Press Win + X and select Device Manager).
2. Expand System Devices and Universal Serial Bus Controllers.
3. Look for Thunderbolt Controller and USB Root Hub entries.
4. Right-click and select Uninstall Device (check Delete the driver software for this device if available).
5. Restart your laptop to allow Windows to reinstall the drivers automatically.

Try a Different USB-C Mode

Since the USB-C port works with other devices but not the G5 dock, try:

1. Connecting the dock to the other USB-C port (if available).
2. Testing different power settings:
   • Go to Device Manager > Thunderbolt Controller > Properties > Power Management, and uncheck Allow the computer to turn off this device to save power.
3. Checking if the dock is detected under Thunderbolt Control Center (if installed).  

Let me know if this helps!

Take care, and have an amazing day!  

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Regards,