Thunderbolt 3 Driver, Firmware, and Dock Issues

[sokitmo1]

I have 2 HP Zbook 17 G4's. One if a Xeon CPU, the other is a Core i7 CPU. Otherwise, they are virtually identical. The i7 connects to my G2 dock without issue. I had to update the Thunderbolt 3 firmware to make it happen. The Xeon will not. When I try to update the firmware on the Thunderbolt 3 controller, it says it cannot locate it, install the driver. I am having zero luck. If I attach the G2 dock, it locks up the computer until I disconnect it. Same issue existed with the i7 until the firmware update. Does anyone have any advice on how to correct my issue?

[70007]

Hello Sokitmo1,

Thank you for posting your concern,

Resolving Thunderbolt 3 Firmware and Connection Issues on HP ZBook 17 G4

If you're facing issues with connecting your HP ZBook 17 G4 with a Xeon CPU to an HP G2 Dock, particularly where the system locks or fails to update the Thunderbolt 3 firmware, follow these steps to resolve the issue:

1. Verify Thunderbolt Software and Driver Installation:

   • Ensure that the latest Thunderbolt software and drivers are installed on your ZBook 17 G4 with the Xeon CPU. This can be found on the HP Support website specific to your laptop model.

2. Ensure DCH Drivers Compatibility:

   • If you are using newer DCH driver models (which are common in Windows 10 versions), ensure compatibility with the Thunderbolt controller firmware update tool.

3. Check BIOS Settings:

   • Access the BIOS by restarting and pressing F10 during boot.
   • Navigate to Advanced > Thunderbolt Configuration and ensure it is enabled. Check security settings to allow new Thunderbolt devices.
   • Save and exit the BIOS setup.

4. Update BIOS to the Latest Version:

   • Please ensure the BIOS is updated to the latest version available from the HP Support website. A BIOS update can resolve underlying Thunderbolt controller communication issues.

5. Run Windows Updates:

   • Ensure all Windows updates are installed, as they may include important driver updates required for Thunderbolt devices.

6. Clean Installation of Thunderbolt Software:

   • If you had previous installations, uninstall the existing Thunderbolt software from Control Panel > Programs and Features.
   • Reboot and reinstall the latest Thunderbolt software from the HP Support website.

7. Attempt Firmware Update Again:

   • Ensure the ZBook is not connected to the dock while installing the Thunderbolt firmware update.
   • Retry the firmware update tool once the Thunderbolt drivers are properly installed.

8. Power Cycle the Device:

   • As a precaution, power cycle your device: completely shut down, disconnect from power, and remove any peripherals, including the dock. Wait a few minutes and restart the system.

9. Check for Device Conflicts:

   • Use Windows Device Manager to check for any yellow exclamation marks that might indicate driver conflicts or requirements.

10. Support Assistance:

    • If the issue persists despite following these steps, consider contacting HP Support for further diagnostics, as there may be underlying hardware or configuration issues.

By employing these steps, you should be able to address the issue faced with the ZBook 17 G4 under Xeon configuration. If difficulties continue, professional diagnostic support can provide more tailored solutions.