HP E24 G5 and HP E24G4 not displaying one monitor

[MateuszLewkowic]

Hi Everyone,

I wanted to provide some background on an issue that has been ongoing at our company for a while now. It initially started with the HP E243 monitor model and presents as follows: When connected to a docking station, only one monitor is recognized, while the second fails to connect. If one monitor is unplugged, the other continues to work, but only one can function at a time.

Interestingly, not all laptops are affected, even though they are running the same drivers, Windows version, and configurations. After extensive troubleshooting—including updating all laptop and docking station drivers—we found that the only effective solution was upgrading the firmware on the E243 monitors. Specifically, the following firmware resolved the issue:

HP EliteDisplay Firmware Update Tool
Version: 1.0.2.7 Rev.A
Size: 14.0 MB
Release Date: Jan 28, 2021

Now, we are encountering the same problem with the HP E24 G5 and HP E24 G4 monitor models. Unfortunately, there are currently no firmware updates available on the HP website, so we are unable to test this potential fix. Any suggestions on alternative solutions would be greatly appreciated.

Equipment in Use:

• Laptops: HP EliteBook 840 G7 – G11
• Docking Stations: HP Thunderbolt Dock 120W G2 & G4

Additional Observations:

• The issue occurs randomly and does not affect specific laptop or docking station models.
• Replacing the docking station (with either a new or different model) does not resolve the issue.
• The only temporary workaround we have found is swapping one of the monitors with another unit of the same model (HP E24 G5 or HP E24 G4) from a different desk. This sometimes fixes the issue for a short period before it reoccurs.

All machines are currently running Windows 11 23H2.

Looking forward to any insights or recommendations you might have.

Thanks!

[mjvanderveen]

i have the exact same problem.

Interestingly on one monitor through the HP Display Manager it says firmware 1.70.0.0. It also says firmware update available, but when launching the update it cannot find the monitor.

On the other monitor it says firmware 0.5. And no update available.

They came from the same delivery batch, but maybe they are different?

When I connect both monitors to the same laptop through 2 different USB-c hubs, then both monitors work.

[mjvanderveen]

I was able to update the firmware of the monitor to 1.70.2.0 by using a usb-A to USB-B cable. I think the usb-b connector is the only upstream connector of this monitor.

I also set the monitor to use displayport 1.2 instead of 1.1. Hopefully this solves the issue of monitors disconnecting regularly when both are on.

[mjvanderveen]

i can confirm this has NOT solved the issue. Temporarily both monitors work, but after a hibernate and getting the system back up, again both monitors connected means both monitors no signal. Only after disconnecting one monitor, the other turns on.