HP Pavilion x360 - 14-ba253cl not working with Display Link Alt Mode

[gbarst]

HP Pavilion x360 - 14-ba253cl  is not working with a USB-C Display Port Alt Mode adapter, this adapter works on other laptops. I have several errors in the USB section of the Device Manager, I have updated all the HP and Windows drivers with the HP tools, ran scans, used all the windows tools with no luck.   Please see the Product Description and Error Messages below, I believe these are Windows Registry errors.

Product Description:

Monoprice USB-C to Dual HDMI ---Display Port Alt Mode adapter

https://www.monoprice.com/product?p_id=30463

Error Message:

Currently, this hardware device is not connected to the computer. (Code 45)

To fix this problem, reconnect this hardware device to the computer.

Error Message:

Device USB\VID_0000&PID_0001\5&1140241&0&15 was configured. Driver Name: usb.inf Class Guid: {36fc9e60-c465-11cf-8056-444553540000} Driver Date: 06/21/2006 Driver Version: 10.0.19041.1 Driver Provider: Microsoft Driver Section: BADDEVICE.Dev.NT Driver Ran

[praveen196]

@gbarst Welcome to HP Community!

I understand that you are facing issues with the display.

In that case, I would suggets you perform the USB port test.

1. Power off the PC and make sure that it is completely powered off.

2. Press the power button and the moment you press the power button immediately start tapping F2 key, you should see the system diagnostics screen.

3. Look for the component test, under that all the hardware will be listed, please choose USB and initiate the quick test.

Note: If it fails it will generate a 24 digits alphanumeric failure id, please capture that.

Please let us know the result.

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!
 

[gbarst]

The USB test passed with no errors, there was no 24 digit code produced. I have ran other HP test with no errors also.

[praveen196]

@gbarst

Thank you for the update.

Try updating the computer, this will install the latest updates -

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

Step 2 Install updates using HP Support Assistant

1. In the search box, type, and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Please run the SFC scan. you can refer to this Link: https://support.microsoft.com/en-in/help/4026529/windows-10-using-system-file-checker

Have a nice day!!

[gbarst]

Praveen196,

I updated via both methods, Windows and HP.  I ran the following commands  DISM.exe /Online /Cleanuo-image /Restorehealth and sfc /scannow , no errors or warnings.  The USB-C to Dual HDMI adapter is still not working.

[praveen196]

@gbarst

I understand your concerns.

In that case, I would suggets you contact our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a  nice day!!

[gbarst]

@Praveen196

My warranty has expired, is there any other solutions you would recommend besides contacting HP Customer Support. I was thinking of rebuilding my laptop, would this be a good solution to try first.

[praveen196]

@gbarst

I understand your concerns.

Please perform the system reset and check.

Windows 10 has a reset feature that repairs your computer by reinstalling the operating system. This feature is recommended for recovery because it reinstalls Windows 10 while either preserving your personal data and customizations or removing all your personal data.

You have a choice of two methods to reset your computer.

• If Windows 10 loads correctly, see the section titled Perform a Windows 10 system reset in Windows in this document.

• If Windows 10 does not start correctly, see the section titled Perform a Windows 10 system reset through Windows Recovery Environment in this document.

Have a nice day!!