External monitor not working when connected to docking station

[ErinSugar]

I have worked with multiple users who are having issues with one or multiple monitors not displaying properly when connected to an HP Thunderbolt Dock G4. The user I'm working with right now is running an HP EliteBook 850 G5 and has one external monitor and it is not working. I haven't been able to find a solution for this.

I believe this is an issue with the dock because these monitors work when connected directly to the laptop itself. Additionally, when the dock is plugged in, a notification pops up saying "This device may not work properly," and when I click that notification, it opens the Thunderbolt application and under the dock it says "This Thunderbolt device is not certified for PC use.". When I connect to her computer with remote support software, the second display does show up and is interactable, but the physical monitor that should be displaying that image is blank.

I have tried: Power cycling the monitor, unplugging the dock from the laptop and plugging it back in, power cycling the dock, uninstalling the monitor in the device manager and letting Windows reinstall it, updating the firmware of the dock, updating Windows, and updating the firmware for the laptop. So far nothing has worked.

I'd appreciate it if anyone knows what I can do to resolve this issue.

[banhien]

@ErinSugar 

The HP 850 G5 is compatible with

• HP Thunderbolt Dock 120W G2
• HP Thunderbolt Dock 230W G2
• HP Thunderbolt 3 Dock

The HP Thunderbolt Dock G4 should work BUT looks like there is a compatible issue here. I know the Thuderbold G2 docks work.

Regards.