Spectre x360 13-aw0xxx Bios Update F.26 and Thunderbolt charging problems

[MrMauro]

FOUR months has passed, HP is aware of the FW bug and they say is caused by Intel code but Intel doesn't answer them...
So, in the meanwhile, they left me with a not-working computer, they don't answer anymore to emails, they promise to call me back in few hours, in one day, in 2 days and guess? They never call back! It's more than one month is going on like this! HP = SCAM. Avoid buying from them if you're still in time!

[Colee81]

This is horse**bleep**.... shame on you HP 😞

[Digipal]

I've exactly the same issue... upgraded BIOS last Friday and since then my Spectre no longer charges via TB3 from my Samsung monitor. It was working perfectly before. Spectre also wont switch on if TB3 cable is connected so I have to switch it on and then connect it via TB3 to the monitor (still no charge mind you). I'm on BIOS F.28

Strangely my 3 years old work HP laptop that's not had a BIOS update, still charges and works perfectly on monitor via TB3

Have been onto HP support this week (Spectre is only 8 months old) however no resolution yet

[Colee81]

Thanks for the note!

We would appreciate if you could keep us informed. Nobody seems to have found a solution other than replacing the TB3/USB-C accessory for another one - and then, it's not quite clear why one accessory would work for charging while the other won't.

[MrMauro]

Welcome to the unique "TB3 club" of people ignored by HP support! It's almost 5 months since I started "fighting" with them and it seems we are dealing with a bunch of people at the support that doesn't have any idea how Thunderbolt works, which resolution supports, how the Power Delivery works, etc... The last excuse from them has been "there is not written that your monitor should work with our pc"! **bleep**!!! Neither HP monitors have listed every single computer work with (obviously! they don't have to listen thousands pc!!!)! And then they copied some random information (probably from Wikipedia) regarding thunderbolt support, not understanding they were info of years ago of old external TB3 chipsets, when over 4k resolution were just working on Mac!

Clearly, I will never buy an HP anymore in my life, neither I will suggest it to any friend. Even if they don't give a **bleep** in their multi-billion revenues.

[Colee81]

Any news anyone?

[Digipal]

A quick update...

So, as my Spectre  is still under warranty, I've had multiple discussions and calls with support re. this. Eventually, it was sent back for a physical fix. Despite a couple of emails back and forth with repair,: when they kept saying the laptop was charging normally via the power cable and I kept saying it's not the power cable that's the problem, it's the TB3 cable charging that's the issue, they sent it back to me with "no problem found". Of course the TB3 issue still persists. Another strange anomaly is that the laptop won't power on when the TB3 is connected, I have to turn it on and then when it boots, plug in the TB3 cable to get data to my screen (even now it's saying "plugged in" however the power % is dropping)

I thought I might upgrade my TB3 cable in case that might be causing this, however with my work HP laptop that's about 4 years old and very battered and bruised, on the same connections it's all working perfectly. I get data to the screen and it charges up to 100% every day

This is all via a Samsung monitor

It's a very poor show and has spoiled any enjoyment I've had from a relatively brand new, supposedly top end laptop

I'm at a bit of a loss as to think what to do next 😞

[Colee81]

Wow 😞

Mine is also under warranty, but I didn't send it in because I make my living on this computer, and I can't go  on without it for weeks. My result with the warranty probably would have been the same as yours.

This security bulletin says that there is a new BIOS version in the works; let's hope that fixes this issue as well.

[MrMauro]

It's SIX months that I have the issue and they're denying it. I sent to their support center and came back stating it's all working. I sent them a video showing the same monitor works, with two other HP laptops (one 10th gen, one 11th gen, with Thunderbolt). But now they want again to see a video with two different cables (but actually I already sent in two different videos, the proof of two different cables)? It's ridiculous how they behave!!! Honestly, it's the most crap support experience I ever had in my life! They have 0 knowledge, they're slow, they not answer to emails... Even when I buy from China random stuff via AliExpress I have a better customer support!!! 

[MrMauro]

I can add that if you use a generic type-c to hdmi adapter, it doesn't work either. Same adapter works on any other computer. There is clearly something they broke in those firmwares and they are using us since months for debugging... 

If they were a serious company they would have replaced the item with a different model that works. But they're not!