External monitors often going off and on

[Jax38]

Hi Bitbender, 

You're right. It happens all time but more noticeable when I'm presenting. it is so annoying when I'm in the middle of presenting, and I can't see my screens. I'm not on Teams or Zoom right now and it's happening .HP, can you please review these comments and help? My return window is about to run out. 

[AliShamsi]

I'm encountering the same issue with my HP Zbook Studio G9, coupled with two HP E24u G4 FHD USB-C Monitors. My setup includes a 40Gbps/240W USB-C cable. Particularly, this problem arises, especially when I run Adobe applications like Photoshop or Illustrator, where the second monitor briefly turns black and then restores the display after 3 or 4 seconds.

Having read all the comments, I want to point out that, unlike the common consensus, I don't think the dock is at fault here. My setup is direct to the monitors with USB-C without using a dock.

Previously, I used a less powerful cable, and the issue was more frequent. Since upgrading to a more robust cable, the frequency of this issue has lessened, yet it hasn't been completely resolved.

Hp Pleeeeeeeeeeese Help us.

[Jax38]

Hi Ali,

Agreed, we HP to please help; this is ridiculous. Does the product team need to read these posts?

My monitors are connected to the docking station, which is the whole purpose of buying it. I'm using the docking station's USB-C Thunderbolt (https://www.hp.com/ca-en/shop/product.aspx?id=5TW10AA&opt=ABA&sel=ACC) to connect to my HP Dragonfly Folio which is their top-of-line laptop. As I was typing this message, the screen blacked out, and I had to wait for it to come back to complete. Ridiculous.

If anyone has another dock to recommend, please provide it.  I've tried the Dell, and the fan is too loud and continually runs.

[bitbender]

Hi Jax38,

 this week, I connected my display directly to my notebook, using a mini-DP (notebook) to DP (monitor) cable. During that time, the issue didn’t appear, but maybe that just was how it seemed to me. Like I said previously, I’m not at my desk 24/7, so I might have missed a fluke. 

Then, 2 days later I reverted back to Routing the Display through the Docking Station, USB-C from Notebook to Dock, DP-to-DP from Dock to Display. Sure enough, the issue popped up within an hour. It took at least (didn’t count) 5 seconds for the display to return, probably more, because it felt like ages before I could continue working. 

Today I went back to the direct connection, so mini-DP-to-DP (notebook-to-display). No issues as far as I can tell. I’ll leave the setup like this for a while, at least a week, and let y’all know my findings afterward. 

As a side-note, i wouldn’t be amazed if this is a hardware issue, and HP can do little to nothing about it. No matter, they’re not doing themselves a service, because none of us is going to recommend HP anymore. I for one have already discouraged people from buying HP. Just because HP cannot get their act straight on this issue. It seems like they’re not interested at all, so why should we. 

This is far from being proper customer service. At least somebody could show up, show some interest, and say something, anything really. 200+ bucks for something that doesn’t even work properly.

Bummer …

[GerritVD]

Adding myself to the queue. We have four systems HP Zbook fury G9 running on G4 docks. All systems have this issue.

[Jax38]

Hi all, I'm calling HP Support today and referencing this forum. I'm recommending everyone does the same. HP is not reading this support forum at all!  Reference the exact Subject: "External monitors often going off and on." 

We need the numbers to get their Product team to investigate. I'm baffled at their lack of testing, especially given that so many of us are going through the same thing!

https://www.hp.com/ca-en/shop/faq.aspx?p=contact#contact-hp

[Jax38]

Hi all, I'm calling HP Support today and referencing this forum. I'm recommending everyone does the same. HP is not reading this support forum at all!  Reference the exact Subject "External monitors often going off an on." 

We need the numbers to get their Product team to investigate. I'm baffled at their lack of testing especially given so many of us are going through the same thing!

https://www.hp.com/ca-en/shop/faq.aspx?p=contact#contact-hp

[Jax38]

Hi all, I'm calling HP Support today and referencing this forum. I'm recommending everyone does the same. HP is not reading this support forum at all!  Reference the exact Subject "External monitors often going off and on." 

Don't bother downgrading from the Thunderbolt if they recommend it to try. I did that with the getting the HP USB-C Dock G5. It does the same thing. Their entire docking line does have the same problem.

We need the numbers to get their Product team to investigate. I'm baffled at their lack of testing, especially given that so many of us are going through the same thing!

https://www.hp.com/ca-en/shop/faq.aspx?p=contact#contact-hp

[Jax38]

I have contacted HP support to log another ticket. They don't have a record of these issues. I've also asked that they please do more testing and to contact the Product owner. It is most frustrating. They're "investigating" - doubt there is any solution. if you're still having the same issues, can you please contact HP so that they have the "data" to quantify the issue?

[Jax38]

Bitbender, as of this morning, I have contacted HP Support to get a case ID officially logged for the third time. It doesn't appear that they have recorded situations of the docking station as we've reported on this forum. If you're able to call them, please, so that they can get the data to investigate, perhaps they'll take us seriously - this forum isn't working. To your comment, for this price point, you'd expect better performance.