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‎01-23-2024 06:34 AM - edited ‎01-23-2024 06:37 AM

HP Recommended
Product: HP ENVY 17.3 inch Laptop PC 17-ch1000 (436X1AV)

Hello

 

We have the following laptop - HP ENVY Laptop 17-CH1007NA - trying to connect to the following dock - HP Thunderbolt 120W G4 Dock - but the connection is failing.

 

Both were bought brand new - the laptop and dock are roughly 18 months old and were bought directly from HP.

 

When connecting the dock to the laptop via the built in USB C cable, the laptop makes a noise and the dock light brightens that indicates a connection has been made, but the monitors that are connected to the dock won't turn on. In the display settings on the Envy, no further monitors can be detected either. In devices, the dock is registered under 'other devices', but a note saying 'device can perform faster when connected to USB 3.0' is found written under. In the Thunderbolt Control Centre app, no dock is showing when the G4 is connected.

 

I'm very sure that both are compatible with each other.

 

My other ProBook laptop connects absolutely fine to the G4 dock.

 

We also have a G2 dock that won't work with the Envy laptop either.

 

Any help would be hugely appreciated!

 

Thanks

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