HP ENVY Laptop 13-ah0xxx Win10 64bit and HP USB-C Universal Dock 1MK33AA

[hheusala]

I have an odd problem with my HP USB-C universal dock and my Envy laptop.

Setup 1. 

HP Envy laptop attached to Universal Dock via USB-C + 1 display  Samsung 4k connected via Displayport to the Universal dock and Envy laptop

Setup 2. 

HP Envy laptop connected  1 display  Samsung 4k via Direct HDMI -> USB-C cord

Setup 1 worked for a few months without problems for me and my wife who also has a HP laptop. A few weeks ago the connection between Envy and the Dock seemed to be broken as it acts like a broked USB-C port or cord: The connection is established, dropped, established, the picture is shown ar not shown. So I tested with my wifes laptop and with that everything worked so the conclusion in my mind of course was that the laptop USB-C port has been broken.

However at a different office location at work I have setup 2 and here when I plugin my Envy everything is working fine. I found some problems with some HP displays and the Universal dock but the thing is the whole connection between the Envy and the Dock keeps dropping, not just the display, and the drops are seconds apart when I plugin the dock.

I was going to replace this laptop with warranty for a faulty USB-C port but as this is working as it should in a different setup and as the dock is working with another computer I'm inclined to think about some problems with the firmware etc. However this did work for quite some time.

Any ideas what might make this happen?

[A4Apollo]

Hey there! @hheusala, 

Please share the product number of the PC to assist you better.

Try updating the USB-C dock firmware to the latest version and check if it helps.

Update the USB-C dock firmware using this link. Click Here

Try updating the windows to the latest version.

Try updating the BIOS and graphics drivers on the PC to the latest version and check if it helps.

You can update the drivers on the PC using HP support assistant.

Refer this article to know more information about using the HP support assistant. Click Here

Also, Try the steps recommended below.

Device Manager: You might be able to troubleshoot the problem using the Device Manager.

In Windows, search for and open Device Manager.

Follow the instructions below, depending on how your device is listed in the Device Manager:

• Unknown Device: A driver is not installed or was not set up correctly (Such as, when a USB device was removed while Windows was still setting it up as newly found hardware.). To correct this problem, uninstall and reinstall the driver for the device, as follows:

  1. Disconnect the device.

  2. Right-click Unknown Device, and select Uninstall.

     The Confirm Device Uninstall window opens.

  3. Click the box next to Delete the driver software for this device (if it is shown).

  4. Click OK.

  5. Restart the computer.

  6. Reinstall the device per the manufacturer instructions.

Refer this article to know more information about USB-C connection issues with the PC. Click Here

Hope this answers your query!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[hheusala]

Hi,

These things did not help. However I have this USB-A to USB-C adapter and with this adapter I can get the dock and thus the monitor to function but of course the laptop doesnt charge via USB-A.

So the situation still is that the USB-C on my laptop works with other stuff, The dock works with other stuff and via USB-A with this comp, But the dock keeps disconnecting and connecting via USB-C which works for another computer. 

Browsing the internet and Envy/HP USB-C related problems I believe this might have to do with power? 

Here are the details for my comp:

I have not been able to update the dock yet, can you guys confirm this might an issue with the dock firmware?

[Riddle_Decipher]

@hheusala You may want to refer to the USB connections guide for Type-C connections: Click here for details

That said, for an informational purpose: Type C to Type C only works when both devices have Thunderbolt support, for your connection, I recommend you check the dock firmware updates to be on a safer side.

Once the firmware is updated, let us know how that goes.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[hheusala]

Thank you for your answer.

I have a HP dongle USB-C -> USB-A and I get the monitor working with this dongle with my work computer that has the usb-c and it keeps on disconnecting v ia usb-c but of course other things like charging is not working

The link for the firmware https://ftp.hp.com/pub/softpaq/sp88001-88500/sp88388.exe which is given me on the first answer gives me this on 2 computers:

On the computer I'm trying to get to work this of course doesn't work via USB-C as it keeps disconnecting, but also not vias USB-a and that dongle.

On the other computer which shows the screen via usb-c it says the same thing instantly when trying to install (I unpack the package and open the tool). This is my wifes computer in which I can't install anything without their IT so this can have an effect but still this pops up immediately even when the dock is clearly connected as the monitor is working.

Native USB-C are not so commonplace that I can't accept as a solution for me to go buy another computer with USB-C and try and get it to update the firmware with that computer. 

How am I supposed to update the firmware?

[A4Apollo]

Hi! @hheusala,

Thanks for writing back to us and try the steps recommended below.

Disable the thunderbolt security on the BIOS page and check if it helps.

1.    Turn off the computer and wait five seconds.
2.    Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3.      Select advanced menu and select security from the list. 
Disable all the thunderbolt security. 
4.      Press F10 to save changes and exit.

Hope this helps!

Take Care! 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[hheusala]

Hi A4Apollo,

And thanks for your input.

I have the F.22 bios and there is no Advanced nor anything related to Thunderbolt present. There is security section but nothing related to Thunderbolt

Please advice,

-Henrik

[A4Apollo]

Hi! @hheusala,

Thanks for writing back to us.

As you don't have options to change the settings for the thunderbolt, it sounds like a USB-C port issue on the laptop.

Please contact HP support for service options. Click Here

Take Care!

Have a pleasant weekend ahead! 🙂

[hheusala]

Hi A4Apollo!

Thanks again for your answer. 

Having a functioning USB-c was also my first idea. However:

1. As discussed on my first message when I use the exact same USB-C at another location with a another 4k monitor everything works. 

2. I don't understand how not having the suggested option on my bios would anyhiw get better by sending my laptop to HP repair centre. Please could you guys elaborate on the idea behind this?

Thanks,

-Henrik

[A4Apollo]

Hi! @hheusala,

Thanks for writing back to us.

Most of the docking stations are compatible only with commercial products.

The docking stations have not been tested with consumer laptops.

Please find the list of compatible laptops.

Hardware compatibility:

Compatible with HP ProBook 640 G4; HP ProBook 650 G4; HP ProBook 645 G4; HP EliteBook 830 G5; HP EliteBook 840 G5; HP EliteBook 850 G5; HP EliteBook 840r G4; HP EliteBook 745 G5; HP EliteBook 755 G5; HP EliteBook 735 G5; HP EliteBook x360 1020 G2; HP EliteBook 1040 G4; HP ProBook 470 G5; HP ProBook 455 G5; HP ProBook 450 G5; HP ProBook 440 G5; HP ProBook 430 G5; ChromeBook x360; HP Elite x2 1012 G2; HP Pro x2 612 G2; HP EliteBook x360 1030 G2; HP ChromeBook 13; HP Spectre Pro 13 G1 Notebook PC; HP EliteBook Folio G1; HP Elite x2 1012 G1

Refer this article to know more information about docking station compatibility and specifications. Click Here

Hope this answers your query!

Take Care! 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!