Issues with Dual Monitor Setup on HP Victus 16 via USB-C Hub—Video Ports Not Working

[ccastillop]

On November 1, 2024, I connected two monitors to my HP Victus 16 laptop using a 7-in-1 USB-C hub that supports, among other things, two HDMI ports and one DisplayPort. Initially, the setup worked perfectly: one of the monitors, an Omen 24, was connected via DisplayPort and ran at its maximum refresh rate. I tested it by playing games for about two hours without any issues. However, after accidentally disconnecting one of the monitors, the configuration got messed up. I decided to restart my laptop, but now it no longer recognizes or allows the screens to connect. It’s worth mentioning that the hub itself is recognized by the system, and all USB ports on it work fine, except for the video ports.

After trying numerous troubleshooting steps—connecting, disconnecting, and reconnecting—I tested the hub on another laptop with the same configuration, and it worked flawlessly. Suspecting an OS issue, I contacted Microsoft support, and they guided me through several steps: checking for errors or incompatibilities, updating and troubleshooting drivers, and even reinstalling the OS. Unfortunately, none of these measures resolved the issue.

I'm seeking assistance as Microsoft support suggested reaching out to the manufacturers, and I believe this forum could be helpful for that purpose.

Thank you for your time.

P.S. The monitors are fine. In fact, they connect through the laptop's HDMI port, but this doesn't allow me to operate with two additional screens.

[Nal_NR]

Hi @ccastillop,

Welcome to the HP Support Community. 

I'd be glad to help you! 

It sounds really frustrating to have your setup working perfectly only to have it stop after an accidental disconnect—especially after trying so many troubleshooting steps with no success. Let’s try to dig a bit deeper to get your dual-monitor setup back on track.

• When you connect the monitors via the hub, do you hear any notification sounds, or does anything appear briefly in the Display Settings?
• Have you tried using different cables to connect the monitors through the hub, in case any of the cables are now causing a signal issue?
• After restarting your laptop and reconnecting the hub, have you checked the device manager to see if the Display Adapters or Monitors sections show any hidden or disabled devices?

Meantime, let's try these steps. 

Power Cycle the Hub and Monitors

• Completely power off both monitors and unplug the hub from your laptop.
• Wait for about 30 seconds, then plug the hub back into the laptop without the monitors.
• Once the hub is detected, reconnect each monitor one at a time to see if they’re recognized again.

Use the Display Troubleshooter in Windows

• Go to Settings > System > Display and scroll down to Advanced display settings. Here, you can sometimes find options to Detect or Identify connected displays. Click on Detect to see if Windows attempts to locate the monitors.
• Also, try Troubleshoot in Settings > Update & Security > Troubleshoot > Additional troubleshooters > Hardware and Devices.

Update or Roll Back USB-C and Display Drivers

• Open Device Manager and expand both Display Adapters and Universal Serial Bus controllers.
• Right-click on your graphics card, select Update driver, and choose to search automatically. Also, update drivers for USB Root Hub entries under USB controllers.
• If updates don’t work, try right-clicking on each and choosing Properties > Driver > Roll Back Driver if available.

Check HP Support Assistant and BIOS for System Updates

• Open HP Support Assistant and run any updates, especially if there are firmware or BIOS updates that could impact USB-C port behavior or display support.
• If BIOS updates are available, install them carefully. Then, restart and try connecting the hub and monitors again.

Adjust Windows Display and Projection Settings

• Press Win + P to bring up the Project menu and select Extend or Duplicate to see if it detects the monitors.
• Sometimes toggling between options (such as PC screen only to Extend) can prompt Windows to re-evaluate connected displays and recognize new ones.

If these steps don’t help, there may be a firmware issue with the laptop’s USB-C controller. You may need to reach out to HP phone support, They will help you via remote assistance. 

Hope this helps! Keep me posted for further assistance

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