HP Spectre x360 13-ae0xx - External 4k Monitor connection (Type C)

[lorenzo_97]

Hi, i'm having troubles with the connection to an external 4k Monitor (BenQ EW3270U) with a Type C cable (the original one included with the monitor). The product number of the notebook is 3DM09EA#ABZ. All the latest updates are installed (with Windows Update, HP Support Assistant and Intel Driver & Support Assistant).

The problem is simply that sometimes the connection with the type c cable is perfect and gives me no problem at all (i used it yesterday perfectly), but other times (in fact most of them) it refuses to work properly (for example today initially it didn't work at all, then it worked for a little bit and suddently the signal freezed and stoped working again).

PS: I also did a fresh install of Windows: for the first two days i haven't got any problem but then suddently the problem returned.

Thank you in advance for the help

Lorenzo

[The_Fossette]

@lorenzo_97,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that you are facing issues with the display on the external monitor.

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you download and install the monitor driver and check whether the issue is resolved.

If you continue facing the issue, please update the BIOS and the graphics driver from the below link and check if it helps.

BIOS: https://ftp.hp.com/pub/softpaq/sp92001-92500/sp92384.exe

Graphics: https://ftp.hp.com/pub/softpaq/sp87501-88000/sp87978.exe

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[lorenzo_97]

Hi! Thanks for your support. I already installed the latest monitor's driver from the official BenQ website. The BIOS that i'm currently running on is the F.23 - the latest avaiable - and so is the graphic's driver. I will try to buy a new cable (USB-C -> MiniDisplayport) and see if it runs correctly (now i'm using a dongle with a HDMI 4K@30Hz output and works just fine, so maybe the problem is on the type-c connection on the monitor itself)

[The_Fossette · Accepted solution]

@lorenzo_97,

Thank you for keeping me posted.

I recommend you check with a new type C cable and see if the issue is resolved.

If you continue facing the issue, then contact BenQ customer to available service options.

Please post your results, as I will be looking forward to hearing from you.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Good day!

[lorenzo_97]

Hi! The cable has arrived yesterday and it seems that the problem is solved. Thanks for your support!

[The_Fossette]

@lorenzo_97,

Perfect, I am really glad to hear that! 

If any other questions arise, please feel free to write back to me.

Good day! Take care 🙂

Cheers!