HP Thunderbolt Dock 120W G4 loses connection to external screen after sleep

[SvenSvensson]

I using a HP Thunderbolt Dock 120W G4 together with my HP ZBook Fury 16 G10 Mobile Workstation PC.
A lot of the times when I wake my computer from sleep the external monitor does not get a signal.
I have to unplug and plug in the USB-C cable from the docking station to get a signal again. 
My HP Thunderbolt Dock G2 works flawlessly with the exact same setup.
I was really hoping that the new firmware (1.5.24.0 Rev.C) would fix this, but the problem persists).

[Raj2111]

Hi SvenSvensson,

Welcome to the HP support community.
 

I understand that you are facing an issue with your thunder bolt , It sounds like you're encountering a frustrating issue with your HP Thunderbolt Dock 120W G4 not maintaining a connection with your external monitor after your HP ZBook Fury 16 G10 Mobile Workstation wakes from sleep. Given that the older HP Thunderbolt Dock G2 works fine with the same setup, it's likely a compatibility or configuration issue with the newer dock. am glad to assist you today.

Here are some steps to troubleshoot and potentially resolve the issue:

1. Update Firmware and Drivers

• Dock Firmware: Ensure that the firmware for your HP Thunderbolt Dock 120W G4 is up to date. Even though you’ve tried version 1.5.24.0 Rev.C, double-check if there is a newer version available.
• Graphics Drivers: Update the graphics drivers for your HP ZBook Fury 16 G10. Visit the HP Support website or the graphics card manufacturer’s site (Intel/AMD/NVIDIA) to get the latest drivers.
• Thunderbolt Drivers: Update the Thunderbolt drivers and software on your laptop. Check HP’s support site for the latest version.

2. Adjust Power Settings

• Power Management: Sometimes power settings can affect docking stations. Go to Control Panel > Power Options > Change plan settings > Change advanced power settings, and adjust settings for USB selective suspend and PCI Express Link State Power Management.
• Sleep Settings: Make sure your laptop’s sleep settings are configured correctly. You might try adjusting the sleep settings to see if the problem persists.

3. Check Thunderbolt Settings

• Thunderbolt Control Center: Open the Thunderbolt Control Center (if installed) and check the settings. Ensure that the dock is recognized and trusted.
• Security Settings: In some cases, Thunderbolt security settings might interfere. Check your Thunderbolt settings in BIOS/UEFI and make sure they are set to allow connections.

4. Reconfigure Dock Connection

• Reconnect Peripherals: Unplug all peripherals from the dock and then reconnect them one at a time to identify if any specific device is causing the issue.
• Different Port: Try using a different USB-C port on your laptop for the dock.

5. Test Different Scenarios

• Different Monitor: Test with a different monitor to see if the issue persists, which might indicate whether the problem is with the monitor or the dock.
• Different Cable: Try using a different USB-C cable to connect the dock to your laptop.

6. Reset the Dock

• Power Cycle: Unplug the dock from power, wait a few minutes, and then reconnect it. Sometimes this can reset the connection.

7. HP Support and Community

• Contact HP Support: If none of the above steps work, reach out to HP Support for further assistance. There may be known issues or additional troubleshooting steps specific to your hardware combination.
• HP Community Forums: Visit the HP Community Forums to see if other users have experienced similar issues and found solutions.

8. BIOS/UEFI Update

• Update BIOS/UEFI: Sometimes updating the BIOS/UEFI on your laptop can resolve compatibility issues with docking stations. Check HP’s website for any BIOS updates for your ZBook Fury 16 G10.

By following these steps, you should be able to pinpoint or resolve the issue with your external monitor connection through the HP Thunderbolt Dock 120W G4. If the problem persists, the dock might have a hardware issue or a compatibility problem with your specific laptop model.

Regards,

HP

[Raj2111]

Hi @SvenSvensson ,

We did not hear from you after I replied to your post that you had created on HP Support Community.

This is a follow-up to know if the issue that you were facing with your HP product still persists,  kindly help me with the details requested to assist you further.

Take care and have a great day ahead!

Regards,

Raj

[SvenSvensson]

I need some time to reproduce the issue after I have gone through the list. I will also try to upgrade to the latest firmware on my laptop, even though the change log does not mention any fixes for this.

I will get back to you ASAP.

[Ddsm96]

I had the same problem with HP EliteBook 840 G10 and 2*LG 27up600-W monitors. I also had LG 27up500-W monitors which were slightly older and I did not have the issue when using those older monitors.
Same dock (HP 120 G4 120W). The most recent firmware upgrade fixed the issue for me.

[SvenSvensson]

Ddsm96: That sounds promising! Do you mean the latest as in the one that came out 4 days ago? Version 01.06.03 Rev.A.

[Ddsm96]

maybe it's a region thing. I'm in Australia, and the one that worked for me was 1.5.24.0 Rev.C released on 22 July 2024

[SvenSvensson]

Oh, you meant the firmware for the docking station of couse. Not sure why I thought of the laptop's firmware since we don't even have the same one.
I have already installed the "1.5.24.0 Rev.C" version. It did unfortunately not help in my case.

[Ddsm96]

Sorry to hear that, It looks like the new firmware fixed half of the problem.

I tried the firmware1.5.24.0 Rev.C with the dame dock but this time on a different person's home office set up. They are using:

1) Samsung LS27FD250FHEXXY monitor

2) one Dell U2721DE monitor

3) HP Elitebook 840 G8.

This person used to have a very old HP Ultra slim Docking station, and he had no issues, once we replaced that Old Dock with the brand-new thunderbolt G4 now the Samsung monitor does not display anything after waking from sleep. Its connected, detected and everything bit just doesn't display anything.

I connected the Samsung monitor via HDMI to the computer directly and wake it up from sleep, and everything work fine.
If I connect to the computer remotely (TeamViewer) I can see both displays as normal, but the user cannot see anything on one monitor.