External monitors don't work

[Swiss247]

Hi 

I have a new notebook. It's a HP Envy with one HDMI,  three USB's, 2 USB-C's. I wanted to use again my existing monitors (two HP E 24). I used again the same cables as with my prior notebook (one HDMI + HDMI to USB C). If I use these cables nothing works. I tried all other cables which I have at home and always is only one monitor working. It's not possible to use both together. Why? I don't understand it... Should I purchase one USB-C and try this (instead of the HDMI to  USB-C ?)?

Thanks

[Nal_NR]

Hi @Swiss247,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are having issues with external monitors.

To be able to answer you effectively, we need some information.

May I have the exact product name and number? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

[Swiss247]

Hi, the link does not work. Nevertheless: I think I found the information you asked for. It's an HP Envy 17-cw0739nz, 7Z8V9EA#UUZ.

Thanks

PS: All drivers are updated

[Nal_NR]

Hi @Swiss247,

Thanks for sharing the details. 

When external monitors are not working with your HP Envy 17-cw0739nz even though all drivers are updated, here are some steps you can follow to troubleshoot and resolve the issue:

Step 1: Check Physical Connections

• Ensure that all cables are securely connected to both the laptop and the external monitors.
• Try different cables and ports on both the laptop and the monitors to rule out faulty hardware.

Step 2: Verify Monitor Settings

• Ensure that the external monitors are powered on and set to the correct input source (e.g., HDMI, DisplayPort).

Step 3: Detect Monitors in Windows Settings

1. Right-click on the desktop and select Display settings.
2. Scroll down and click Detect under the Multiple displays section.
3. If the monitors are detected, adjust the settings (e.g., extend or duplicate displays).

Step 4: Update Display Drivers

Even if you believe the drivers are up to date, it's worth double-checking or reinstalling them.

1. Open Device Manager by pressing Win + X and selecting Device Manager.
2. Expand the Display adapters section.
3. Right-click on your graphics card and select Update driver.
4. Choose Search automatically for updated driver software.
5. If no updates are found, visit the HP Support - Software and Driver Downloads page and download the latest graphics drivers for your model.

Step 5: Roll Back or Reinstall Display Drivers

1. In Device Manager, right-click on your graphics card under Display adapters.
2. Select Properties.
3. Go to the Driver tab and click Roll Back Driver if the option is available.
4. If the roll-back option is not available, click Uninstall device and restart your laptop. Windows should automatically reinstall the driver.

Kindly check the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @Swiss247,

Please find the next steps below.

Step 6: Update the BIOS

1. Visit the HP Support - Software and Driver Downloads page.
2. Enter your laptop model (HP Envy 17-cw0739nz) and download the latest BIOS update.
3. Follow the on-screen instructions to install the BIOS update.

Step 7: Check Display Settings in Graphics Control Panel

If you have Intel, NVIDIA, or AMD graphics, use their control panels to adjust display settings.

For Intel Graphics:

1. Right-click on the desktop and select Intel Graphics Settings or Intel Graphics Command Center.
2. Go to the Display section and ensure the external monitors are detected and configured correctly.

For NVIDIA Graphics:

1. Right-click on the desktop and select NVIDIA Control Panel.
2. Go to the Set up multiple displays section and ensure the external monitors are detected and enabled.

For AMD Graphics:

1. Right-click on the desktop and select AMD Radeon Settings or AMD Catalyst Control Center.
2. Go to the Display section and ensure the external monitors are detected and configured correctly.

Step 8: Check Power Settings

1. Open Control Panel and go to Power Options.
2. Select High performance or Balanced.
3. Click Change plan settings next to the selected power plan.
4. Click Change advanced power settings.
5. Expand PCI Express > Link State Power Management and set it to Off.

Step 9: Check for Windows Updates

1. Go to Settings > Update & Security > Windows Update.
2. Click Check for updates and install any available updates.

Step 10: Test with a Different Device

• Connect the external monitors to a different device (e.g., another laptop or desktop) to ensure they are working properly.

Step 11: Use a Docking Station or USB-C Adapter

• If your laptop supports USB-C for display output, try using a USB-C docking station or adapter to connect the external monitors.

If none of the above steps resolve the issue, it might be a hardware problem. Contact HP Phone Support for further assistance.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Swiss247]

Hi, the cables can't be the issue. I had used before a Lenove laptop and there was no issue. So it can be only the notebook which causes the trouble. Settings, Drivers etc I have checked already. All good! I will try your other post

[Swiss247]

HI Elohi,

I did all the steps - but it did not work.
By the way: I purchased yesterday also an HP Dock. But still the same issue: If I plug in boths monitors in the dock, it does not work.
It works only, if I plug in one monitor in the dock and one in the laptop. But I don't accept this. It's a brand new (and expensive) laptop with enough ports. So it should be able to manage two devices.

[Swiss247]

One update from my conversation with the hotline: They told me, that neither this laptop (nor some other HP's) can manage 2 external monitors. Same with my dock

[Swiss247]

And the hotline mentioned also, that the HP G5 dock (which I purchased only for managing the two monitors) doesnt work.. I have to purchase HP Thunderbolt Dock 280W G4.
Super disappointing experience. That was definitely my last HP device.

[Nal_NR · Accepted solution]

Hi @Swiss247,

In that case, I recommend you contact phone support as this could be a hardware issue with the laptop.

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.