USB C Video not working after recovery

[DeckerJeff]

My laptop experienced some kind of issue when upgrading to Windows 11 and crashed completely. I used a recovery  USB to restore it back to a blank Windows 10, however, now several features including and most especially the Video Out for the USB-C\Thunderbolt port no longer work. 

Device manager is showing issues wit both the HP R70 System Firmware: 

This device cannot start. (Code 10)

{Operation Failed}
The requested operation was unsuccessful.

and also the I2C HID Device:

This device cannot start. (Code 10)

A request for the HID descriptor failed.

My question then, is there a better recovery media I can use to restore this functionality, or some other driver, software,  or setting I need to enable to restore this functionality? Please help!

[erico]

The drivers you will need to  install are on the driver document page at the link below

https://h30434.www3.hp.com/t5/Notebook-Software-and-How-To-Questions/Hp-R70-Bios-and-System-Firmware...

Install the Thunderbolt driver

https://ftp.hp.com/pub/softpaq/sp145001-145500/sp145181.exe

If you have Bitlocker active you will need to pause or disable it to install the R70 software.

[DeckerJeff]

I've tried to install those repeatedly through windows, through the BIOs or through the various HP Support tools such as Hardware Diagnostic or Image Assistant, however, they all say to restart the system once they've run, and once I log back in to Windows, nothing has changed. They still show the same error, and the type C video doesn't work. 

[erico]

I believe that you will need to perform a clean installation of Windows 10 to resolve the issue.

You will need a USB flash thumb drive of 16GB to 32GB in capacity.  Use the USB type-A port.

https://support.microsoft.com/en-us/windows/create-installation-media-for-windows-99a58364-8c02-206f...

Afterwards you will need some of the drivers from the web page that I provided. Windows 10 installer will provide most of them on its own.

https://support.hp.com/us-en/drivers/hp-elitebook-840-g6-notebook-pc/26609796

[DeckerJeff]

Can you give me a precise process for the installs and how they work? I've done a clean install a few times now with the same result trying to fix this. I'll use that tool to make a new installl thumb drive, and then once that's worked, should I just try those tools? Should I do windows updates as well? Is there an order to install the drivers in? 

[erico]

Connect your laptop's  external power adapter.

Download and use the HP Cloud Recovery client from the link below to create a bootable Windows 10 installer.

https://support.hp.com/us-en/drivers/swdetails/hp-elitebook-840-g6-notebook-pc/26609796/swItemId/ob-...

You will need your PC's serial number and perhaps the product number to run the HP Cloud recovery process to create the Windows 10 installer on a USB flash drive. Both are on the bottom of the laptop.

Once you have the USB installer completed, plug it into a USB port and shut down the laptop.

Press the power button and immediately tap the Esc key to invoke the Start menu.

In the start menu press the F9 key to select the boot option.

Select the USB flash drive. You may even see the brand of the drive in the selection Window.  Click on it to start the installation

Most of the drivers will be installed as the Windows 10 install proceeds.

The driver page for your laptop is at the hyperlink below. There is a detect my drivers button. click on it and follow the onscreen instructions. 

https://support.hp.com/us-en/drivers/hp-elitebook-840-g6-notebook-pc/26609796

When the installation is complete, do not do Windows updates until everything is working and all drivers are installed.

I suggest going to the Windows update page and clicking on the pause Windows updates button. That will give you a week to get everything in order. You can return to the Windows Update section to deselect it later.

[DeckerJeff]

So I followed your links, and that HP boot drive was better than the standard windows one I'd been using, leaving a lot fewer drivers to install after the fact. I then followed the procedure from the drivers page and got most of those installed. When it came to updating the firmware, it showed the update option as grayed out, so I had to restart, go into the UEFI, uncheck the 'lock firmware version' option, save and restart, and then install it. This worked and the error for the firmware in device manager went away. 

However, there's still an issue showing with the I2C HID device, and my USB-C Video out is still not working. 

The Driver Page detection shows no further updates or drivers are needed, but I went ahead and tried with the HP Image Assistant from here: https://ftp.ext.hp.com/pub/caps-softpaq/cmit/HPIA.html and added a few more drivers and HP support software, and when that didn't work, ran through the Windows updates, but still no luck. 

Any other options that might help restore function to the USB-C\Thunderbolt Video out?

[erico]

OK.

"the I2C HID device"   You will need to update the I2C HID Device Driver.

Try to identify the hardware device that has the issue.  try the following

Windows key + R. Type in msdt.exe -id DeviceDiagnostic to invoke the hardware device troubleshooter.

Post the result in your next reply.

[DeckerJeff]

Ran the hardware troubleshooter. It picked up that I2c HID had a driver issue, but then couldn't identify the problem. I clicked the 'View Detailed Information' link and posted the full output below. Sorry for the weird formatting. 

Hardware and Devices

Publisher details

Potential issues that were checked
Windows Update configured to never install drivers Windows Update configured to never install drivers Driver updates aren't automatically installed when detected by Windows Update.	Issue not present
Your PC must be restarted Your PC must be restarted	Issue not present
Hardware changes might not have been detected Hardware changes might not have been detected	Issue not present

Potential issues that were checked

Detection details

Windows Update configured to never install drivers Issue not present

Driver updates aren't automatically installed when detected by Windows Update.

Your PC must be restarted Issue not present

Hardware changes might not have been detected Issue not present

Detection details

Computer Name:Windows Version:Architecture:Time:

Collection information

DESKTOP-V4VBLRC

10.0

x64

15 March 2024 08:28:29

Publisher details

Package Version:Publisher:

Hardware and Devices

Find and fix problems with devices and hardware.

4.1

Microsoft Windows

Package Version:Publisher:

Hardware and Devices

Find and fix problems with devices and hardware.

4.1

Microsoft Corporation

[DeckerJeff]

Any further help anyone? Still can't seem to get the usb c display out working