Elitebook G830 G8 USB-C Monitor Display Issue

[DTS73]

Hi all

I thought I’d post this on the forum site as I thought it might of be of use to others.

I recently had a call from a member of staff who wasn’t able to get either of the displays in his twin monitor set up to work with his laptop.

He had an HP Elitebook 830 G8 laptop  (running Windows 10 22H2) with all the latest windows updates  and the monitors were an HP Elite Display 243D docking monitor and an HP E24 G4 monitor which was the secondary monitor.

He’d connect the laptop to the monitors with the usb-c cable but the laptop never detected that the usb-c cable had been plugged in.

He wouldn’t get a display on either monitor; the laptop wouldn’t get an ethernet connection from the monitor either but it was charging.

All the updates and firmware for the monitors had been installed, HP support Assistant was installed on the laptop and all driver updates that were found were also applied.  The bios had been updated for the laptop too but none of these resolved the issue.

Cables were swapped over but this had no effect either.

The twin monitor set up worked fine with my HP Zbook laptop so it was looking more like the issue was with the EliteBook 830 laptop itself.  I tried connecting the laptop to a few other twin monitor set ups in the same office and the laptop didn’t work on those monitors either.

I thought it might have been a faulty motherboard, so I called HP Technical Support.

I went through a few troubleshooting steps over the phone, the technician asked me to go to the HP driver update website and download a couple of drivers which were listed under “Driver – Chipset” 

Intel Management Engine Driver

Intel Serial IO Driver

I asked what these drivers did, and he said they are the drivers for the ports on the motherboard.

I installed these, the technician then asked me to power off the laptop, remove all cables and then hold down the power button for 40 seconds to perform a power drain.  I ended up holding the power button down for something like 1 minute 30 seconds.

I then powered on the laptop, plugged in the usb-c cable and now the laptop was detecting that the usb-c cable had been connected, the two screens were now displaying and the laptop was getting an ethernet connection via the monitor and it was also charging.

I’m not sure which of the two steps (Installing the two drivers or performing the power drain) resolved the issue but it’s working now at least.