External Monitors Connected via HP USB-C G5 Dock Not Recognized

[MCLAU]

I have a new HP Pavilion laptop that I'm using with an HP USB-C G5 Dock.  I have multiple monitors connected to the dock, and the laptop cannot recognize any of them.  The laptop previously worked with this G5 dock and the external monitors, but it suddenly stopped working.

I have two USB-C ports on this laptop.  One port seems totally dead.  On the other port, some features still work: 1) Charging works.  2) External Keyboard & Mouse work.

TROUBLE SHOOTING

1. I have three of these G5 Docks and three HP laptops.  I've connected all three docks to this laptop and none of them work.  I've connected all three docks to the other two laptops and they all three work.  Therefore, I'm certain the problem is with this laptop.

2. I've updated the BIOS.

3. I've reloaded Windows 11.

Any help would be appreciated.

[banhien]

@MCLAU 

The specs of your machine is

          https://support.hp.com/za-en/document/ish_10296107-10296252-16

It has 2  USB 3.2 Gen 2.0 Type-C® ports; 10 Gbps signaling rate (USB Power Delivery, DisplayPort™ 1.4, HP Sleep and Charge) ports. I don't know why in your case but my machines from HP, Dell, Lenovo worked as on ad highlighted on the following table

       

Note: My dock is an HP USB-C G5 (5TW10AA).

You said it worked before that means you could change something.

Regards.

[MCLAU]

Interesting.  According to device manager:

If I changed something, I don't know what it is.

[banhien]

@MCLAU 

Why USB-C G5 dock is not in the list ?

mine:

and driver (very old)

Regards.

[MCLAU]

Here's what I have.  It seems to be same driver as you.

Thanks,

MC

[banhien]

@MCLAU 

Well it worked before and now does not work must be you did something, sorry I don't know what have you done.

Regards.

[bennick]

I have exactly the same problem, also since mid january. In my case I left the notebook attached to the dock and left for a few minutes and when I came back it just didn‘t work anymore. My second usb c port is also completely dead and when I try to connect the dock to the working port, it just says that I should connect it to a usb 3.0 port even though it is a 3.2 port.

Was this problem solved and if so, how?

[banhien]

@bennick @MCLAU 

Sorry. Mine is still working. I connect my dock to one of my machines PERMANENTLY, not mucking around.

Regards.

[MCLAU · Accepted solution]

@Bennick, @Banhien,

In my case, after working with HP Support and following up on all suggestions I saw on this forum, I concluded it was a hardware problem.  I returned the laptop to the seller for an exchange.  

On the new laptop I received:

1. Both USB-C ports work as expected.

2. I have the laptop connected to an HP USB-C G5 dock with three external 1920x1200 displays and all is working.

Regards,

MCLAU

[banhien]

@MCLAU 

Thanks

It is good to know you can swap the machine.

Regards.