External monitor not detected anymore

[afontoura]

Hi,

I've been using my laptop (spectre x360 13t 2018) with external monitor for a while and recently bought a razer core x for an external GPU. Everything worked fine for a week or so.

Suddenly one morning it didn't recognize the external monitor neither the external GPU.

USB-C adapters still work in both ports, tested connecting a keyboard.

Power input still work  in both ports.

Tested with my monitor and my TV, didn't work.

Tested the same monitor with the same cables using a dell XPS, the setup (cable + monitor) works.

I've updated BIOS and intel graphics driver. Didn't help.

Power cycled several times. 

I even reset the system, it didn't make any difference. 

Have you ever had such problem?

[afontoura]

An additional update on my issue:

I've compared the device manager device list between my HP Spectre and the DELL XPS and I realized the USB Connector Managers item is missing in the HP (UCM-UCSI ACPI Device).
When I plug a monitor or a USB-C adapter, I see several additional Universal Serial Bus Controllers, probably for the USB 2.0 ports. However, I don't see the Generic SuperSpeed USB Hub for instance in the HP as I see in the DELL XPS.

Looks like the USB-C high speed bus controller driver gone missing or failed to load. However I still didn't figure it out how to install/reinstall it.

Any guess?

[praveen196]

@afontoura Welcome to HP Community!

I understand that External monitor not detected by the HP Spector laptop.

Do not worry. I will try to fix the issue.

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

1. Click Check for updates and messages to scan for new updates.

1. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
2. Click the update name for a description, version number, and file size.
3. Select the box next to any updates you want to install, and then click Download and install.

Also, ensure Windows is up to date

If the issue still persists, try creating a new user account on your computer.

Go to http://hp.care/2dWJKgW  and follow the steps to create a new user account.

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[afontoura]

Hi,

thanks for your message.

I've recently reinstalled windows, installed the latest updates and updated the drivers from the HP Support Assistant

I also tried to create a new user and tried the external monitor while logged in to this new user. It didn't work. 

[praveen196]

@afontoura

Thank you for the update.

In that case, I would suggest you uninstall the USB the drivers and then try o update the BIOS.

Have a nice day!!

[afontoura]

BIOS updated. Uninstalled the USB drivers and rebooted the computer. No difference, it didn't work.

I've noticed another symptom. One of the USB-C ports allows the connection only in one way. I mean, if I plug the charger to it in a certain orientation it doesn't work, I have to turn the connector 180 degrees, then it charges.

[praveen196]

@afontoura 

I understand your concerns.

Please perform the system reset and check.

Windows 10 has a reset feature that repairs your computer by reinstalling the operating system. This feature is recommended for recovery because it reinstalls Windows 10 while either preserving your personal data and customizations or removing all your personal data.

You have a choice of two methods to reset your computer.

• If Windows 10 loads correctly, see the section titled Perform a Windows 10 system reset in Windows in this document.

• If Windows 10 does not start correctly, see the section titled Perform a Windows 10 system reset through Windows Recovery Environment in this document.

Have a nice day!!

[afontoura]

Hi @Praveen196

As mentioned in my first post, I've tried resetting the system.

However I've tried again just in case. I've used both methods you mention, and even tried with microsoft windows media creation tool.  I've fully updated windows and check for drivers after each reset.

All those reset methods didn't make any difference unfortunately.

regards,

Antonio

[praveen196]

@afontoura

I understand your concerns.

In that case, I would suggest you contact our phone support and check for the support option.

They will help you.

Here is how you can get in touch with phone support.
 

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.
 

Have a nice day!!