HP USB-C G5 Essential Dock - Monitor goes black

[SD_User]

I recently installed the HP USB-C G5 Essential Dock to my setup, and I am experiencing intermittent issues.  I have 2 Dell 24" monitors connected to the Dock, one via HDMI the other via Display Port.  Most of the time, content appears on them both normally, but several times an hour, one of the monitors will go black for 5-10 seconds.  After the brief "outage", the screen comes back on, and works as normal.

The issue is not a monitor issue, as the system was working just fine with my previous Thinkpad dock.

The issue seems to most often affect the display connected via the HDMI cable.

[Max3Aj]

Hi @SD_User, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
It sounds like your HP USB-C G5 Essential Dock might be experiencing a video signal drop, particularly on the HDMI connection. Here are some troubleshooting steps to try:

1. Update Firmware & Drivers

• HP Dock Firmware: Check for a firmware update for the HP USB-C G5 Essential Dock on HP’s support website.
• Graphics Drivers: Ensure your GPU drivers (Intel, AMD, or NVIDIA) are up to date.
• USB-C Drivers: If your laptop has Thunderbolt or USB-C Display drivers, update those as well.

2. Check Display Settings

• Go to Display Settings (Win + P → "Extend" mode) and ensure the refresh rate matches the monitor's capability (e.g., 60Hz).
• Try lowering the resolution or refresh rate slightly to see if it stabilizes.

3. Test with Different Cables & Ports

• Swap the HDMI cable with a different high-quality HDMI 2.0 or 2.1 cable.
• Try using the other HDMI port on the dock if available.
• If possible, test by switching monitors (e.g., connect the DisplayPort monitor via HDMI and vice versa).

4. Adjust Power Settings

• Go to Device Manager → Universal Serial Bus controllers, find the USB Root Hub, and disable “Allow the computer to turn off this device to save power.”
• Check Windows Power & Sleep settings and ensure USB and display settings are set to "High Performance."

5. Try Connecting One Monitor at a Time

• Disconnect one monitor and see if the issue persists.
• If HDMI still flickers with only one monitor, the issue is likely HDMI-specific.

6. Test on Another System

• If possible, connect the dock to another laptop to rule out compatibility issues.

I hope this helps. 

Take care and have a good day. 

Please click “Accepted 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! 

Max3Aj

HP Support