HP USB-C Dock G5 - Screens flash intermittently

[kdflexp]

I have recently put new HP USB-C Dock G5s into service with Dual Monitors attached. One complaint that many of my end-users are having is that the screens will intermittently go black. For some, the screen flashes for what seems like only half a second and for others, it is more like a 3 second moment of time. It's usually only occurring 1-3 times an hour.

I believe all of the affected users have up to date firmware on their laptops as well as the most recent G5 Dock firmware installed. I have tried swapping monitor cables around but that did not seem to have an effect. Most users are either using a DVI to DP and/or DVI to HDMI. All of the users with these new docks are also using new ProBook G9's. 

I have no good way of reproducing the issue consistently and am really scratching my head on the best next steps for trying to resolve this. Obviously it is not causing a major impact on each end-user's ability to get work done- it is just annoying for them, so I'd like to try to get it resolved. It's unfortunate when upgrading someone to the "newer technology" creates issues that weren't there prior (they were all upgraded from Probook G1's with physical lock-in docking stations that did not have any screen flashing issues with the same monitors).

Any input or ideas for troubleshooting would be appreciated.
Thanks!

[banhien]

@kdflexp 

What is your computer ? Are they fully compatible ?

Regards.

[kdflexp]

HP ProBook 440 G9 and HP ProBook 450 G9.

There's no reason that I can think of why they wouldn't be compatible.

Thanks

[Krst57]

Hello, with USB-C gen 5 and hp elitebook 840, 860 G7, 8, 9 .... and different s models of screen, I have same issue, screen is blinking 3 - 4 times / day, 
I just try to change from hdmi to DP, Im waiting from user

[kdflexp]

Honestly, I'm suspicious it may be related to the monitors themselves or a mixture of Windows 11, the dock and the monitors together. 

I have a couple of end users with the same laptop and dock that are not having this flashing issue. 

One has two monitors that use HDMI outputs. The other has the same monitors that our problem users have, using DVI to HDMI and DVI to DP, however, this user is on Windows 10. 

I've tried swapping monitor cables and it doesn't appear to resolve the issue.

[Krst57]

For me We are always on windows 10 , with differents models of laptop (845, 840 860 , G7, G, G9 G10)

and lotof differents models of screen(usually  E24 G5n, Z24 G3, G4 )

I dont know why it appear,  i I tested with DP port instead of hdmi

[kdflexp]

What outputs do your monitors use where you're experiencing the flashing? I am using DVI to HDMI or DVI to DisplayPort (most of our problem workstations  have monitors with DVI outputs)

[Krst57]

on monitor : major of hdmi entry
dock -> hdmi -> Monitor
Im testing through Dp (and I will test on Vga too)

[Signus]

Did anyone solve this problem?

I have only one 24" monitor connected on Display Port and screen goes black every day at least 5-6 times in random time interval. Laptop is EliteBook 650 G10. HP Support close ticket automatically without solving my problem and  now I see that one month after closing ticket warranty for docking is not valid but docking is old only 6 months! It is absurd.

Firmwares and Windows are up to date.

[kdflexp]

Unfortunately, Signus, we continue to have this issue for many of my end users, on a variety of HP ProBook models. 

I have ordered some different SKU HP USB-C Dock G5's (as I have realized that there are multiple different SKUs for this item). I will write back if these docks are also having the same issue.

Thanks