External monitors won't wake up from sleep

[PCGaranti]

Hello.

In our organization a number of users ourselves included have a problem with external monitors together with the HP USB-C/A Universal Dock G2. 

The problem is that the monitors won't wake up after the computer is reintroduced to the docking station. It's an intermittent problem so not everytime. The monitors we have noticed this most with are a mode called Philips B Line 2421B1 and 2421B1H (the difference is one has an internal web cam). 

You solve the problem by removing the computer and putting it in again, restarting, and so on. After a while the monitors start working again.

We have updated everything software related. 1.1.14.0 Rev.A docking station firmware and also for our 840 and 830 G8's we have updated everything to the newest versions.

[Nirvana_95]

Hi @PCGaranti

Welcome to the HP Support Community.

I'd like to help! 

May I have the exact model name of the product? 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. 

Keep me posted. 

[PCGaranti]

Hi,

Thanks for answer, and sorry about the delay.

The product name is: HP USB-C/A Universal Dock G2

[Nirvana_95]

Thanks for your response.

In that case, I would suggest you please update the drivers of the monitors and check if the issue persists.

Let me know.

[PCGaranti]

Hi,

We have now updated the firmware of the monitors, but unfortunately the problem remains.

We have also updated the firmware of the docking station.

Sometimes it works, sometimes it doesnt, and from the PC's point of view it looks like the monitors are connected and should work but the monitors are still "searching for signal". We can then disconnect the monitor cable and connect the monitor directly to the PC without the docking station and then the monitors works fine.