Laptop won't detect external display

[Kayakman19]

I have an HP Laptop 15-ef2xxx that I am attempting to hook up to a pair of external HP 24m monitors using an HP 5TW10AA3BB docking station. 

When I attempt to have it discover additional displays, I get a "no displays detected" message.  I have previously been able to detect a single monitor using the USB-C connection on this laptop, so I know the USB-C port is capable of supporting an additional monitor properly.  (I was also able to configure that monitor as a true second display and move open windows and applications from one to the other.) 

However now, I get the same message even when I connect just a single monitor, whether it be through the USB-C or the HDMI port.

Here is a list of what I have tried so far:

1)  Restarting multiple times with and without the docking station connected

2)  Update all drivers and BIOS through the HP site.

3)  Update Windows 11 through the Windows site.

I believe that covers everything I have been able to find online as possible causes, so I'm a bit befuddled.  Any help would be greatly appreciated.

Thank You!

[zoey7886]

@Kayakman19, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding External Display Detection Issues! 

We're thrilled to have the opportunity to assist you and provide a solution.  

To troubleshoot and resolve the issue of your HP Laptop 15-ef2xxx not detecting external HP 24m monitors through the HP 5TW10AA3BB docking station, follow these steps:

Quick Checklist

Verify Connections: Ensure that all cables are properly connected. Confirm that the docking station is securely plugged into the laptop's USB-C port and that both monitors are connected to the dock.

Monitor Power: Make sure that both external monitors are turned on. Check the input source selection on the monitors to ensure they are set to the correct input (e.g., HDMI1, DisplayPort, etc.).

Compatible Hardware: Confirm that the external monitors are compatible with your laptop and docking station.

Key Exit from Power-saving Mode: Press any key to wake up the monitors if they are in power-saving mode.

Troubleshooting Steps

Disconnect External Devices: Remove all other external devices and peripherals, including other USB connections, from the laptop.

Change Ports on Dock: If applicable, attempt to plug the docking station into different USB-C ports on your laptop.

Check Monitor Configuration:

• Reseat Docking Connections: Ensure that dock connectors on the laptop and docking station are clean, without dust or debris.
• Use Verified Working Cables and Monitors: Try using different cables and monitors to identify if the issue is with the hardware.

Update BIOS and Drivers:

• BIOS and Drivers: Make sure your BIOS and video drivers are updated to the latest versions. This can be done by visiting the HP Support website and downloading the latest updates for your specific model.

Force Output:

• To force output to external video, close the laptop lid or use the key combination fn + f4 or Windows logo + P.

Test with Another Dock: If you have access to another docking station, try using it to see if the issue persists.  

Hope this helps! 

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[Kayakman19]

Thank You, Zoey7886,

First of all, I have the actual product number and serial number to add:

- Product Code:  872L1UA

- Serial Number:  5CD3277QQ7

Here is a summary regarding each of your suggestions with some related feedback:

 

Quick Checklist:

Verify Connections: All connections have been checked, double-checked, and triple-checked.

Monitor Power: Monitors are definitely on and configured properly.  Both monitors worked perfectly with my work laptop (also and HP) and my work docking station, which was not an HP brand, but worked fine with my work laptop.  Unfortunately, I have very recently changed jobs so I no longer have either piece of equipment.

Compatible Hardware: I'm not sure how to confirm this, but one of them did previously work fine as an external monitor with this laptop when connected through the HDMI port.  However, it no longer works through any port.  It no longer detects even the single monitor as it was previously connected, so something has changed with the laptop.

Key Exit from Power-saving Mode: This has no effect.

Troubleshooting Steps:

Disconnect External Devices: The only external devices connected to the laptop are a wireless mouse and keyboard.  I unplugged the dongle and restarted, but it made no difference.

Change Ports on Dock: There is only one USB-C port on my laptop.

Check Monitor Configuration:

• Reseat Docking Connections: All connectors are clean.
• Use Verified Working Cables and Monitors: I have tried every cable I own and nothing makes a difference.

Update BIOS and Drivers:

• BIOS and Drivers: I went on the HP website and had my laptop scanned by HP.  All drivers and BIOS are up to date.

Force Output:

• I tried this and get the pop-up message "Your PC can't project to an external monitor. Try reinstalling the driver or using a different video card."

Test with Another Dock:I had tried this with my old docking station from work, but it did not work.  It resulted in the same "We did not find another display" message.

I'm not sure where to go from here.  Any other suggestions?

Thank you!

[zoey7886]

@Kayakman19, Thanks so much for the detailed follow-up — really helpful info!

Based on everything you’ve tried (and you’ve done a solid job so far), it sounds like this might be more than just a cable or dock issue, especially since even direct HDMI isn’t working anymore.

Here are a few more steps worth trying:

🛠 Additional Troubleshooting Steps

Reinstall Graphics Drivers
If rollback isn't available:

In Device Manager, uninstall the graphics driver

Restart your laptop

Let Windows reinstall the driver automatically

OR download the display driver manually from HP support page using your product code (872L1UA)

Disable and Re-enable the Display Output

Press Win + Ctrl + Shift + B — this resets the graphics driver

Then use Win + P and try to extend or duplicate

Check Display Settings in BIOS
Sometimes the USB-C display output may be disabled at the BIOS level (rare, but possible).

Restart your PC and tap Esc > Enter BIOS (usually F10)

Look under Advanced or Device Configuration and check any video/display output options

Try Booting into Safe Mode with External Display

Boot into Safe Mode and see if the external display gets detected there

If yes, there may be a software conflict in normal mode

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[Kayakman19]

Thank you, Zoey7886.

We're making progress, but we're not quite there.  Here is the latest report of actions:

Reinstall Graphics Drivers - I did both of the things you suggested here.  I first used Device Manager to uninstall the graphics driver and let Windows re-install it upon start up.  It was still not able to detect additional displays through the docking station (USB-C port).  I then went to the HP support site and downloaded the graphics driver and let HP install it automatically.  I restarted again.  The computer was still not able to detect additional monitors through the docking station (USB-C port).

Disable and Re-enable the Display Output

Press Win + Ctrl + Shift + B — this resets the graphics driver:  I did this and it seemed to do what it was supposed to do.  I got an audible signal and the display seemed to "blink" before returning to normal operation.

Then use Win + P and try to extend or duplicate: I did this also, and I was able to select "extend", although I couldn't find an "apply changes" button or anything like that, so I'm not sure I actually completed this one. Nothing seemed to happen when I selected "extend" or "duplicate".

IMPORTANT DEVELOPMENT:  At this point, I decided to go back and plug in one of the monitors directly to the laptop using the HDMI port, just to see if that was working again.  It was!  It immediately recognized the second monitor and it appeared to return to the configuration settings from the previous time it was connected....all without having to use the "detect" button in display settings.

Now I would like to focus on the BIOS settings for the USB-C as noted below, but I need more detailed instruction on how to do that.

Check Display Settings in BIOS - I need more help with this one, please.

Restart your PC and tap Esc > Enter BIOS (usually F10) - At what point during the restart am I supposed to hit "esc" and do I have to hold it down or just press it once?  (I tried this several different ways, but I was not able to get into the menu to select"BIOS".)  Please be specific.  Thanks!

Try Booting into Safe Mode with External Display - I also need some help with this one.  How do I do this?  Also, is this one still necessary since I was able to confirm that the HDMI connection to a sigle monitor now works?

We're obviously making progress, which is great!  The USB-C port and the docking station seems to be the final hurdle.

Thank you again for all your help!

Best,

Tim

[zoey7886]

Hi @Kayakman19, 

Thanks so much for the detailed update—great to hear we’re making progress! Since your HDMI port is now working, it confirms your graphics output is functional, and we can zero in on the USB-C port and dock as the next focus area.

Let’s walk through the BIOS part step-by-step:

Accessing BIOS Settings

Completely shut down your laptop.

Power it back on and immediately start tapping the Esc key (don’t hold it—just tap it repeatedly).

A Startup Menu should appear. From there, press F10 to enter the BIOS Setup.

Navigate to the Advanced or Device Configuration tab using the arrow keys.

Look for anything related to Thunderbolt, USB-C, or Display Output, and ensure it’s enabled.

Hope this helps! 

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[Kayakman19]

Thank you Zoey7886!

Okay, I was able to get into the BIOS menu.

Under "Configuration", I did not see anything unusual:

The only USB-related setting was under "Boot Options".  The "Network Boot" is disabled and the "USB Network Adapter" within the boot order has an exclamation point in front of it, apparently indicating it is not active or not available (???).  Unfortunately, I was not able to switch it to 'enabled.  Could this be related?

Thanks!

[zoey7886]

Hi @Kayakman19, 

Thank you for the update—really appreciate the time you’re putting into this!

Great job navigating to the BIOS. The USB Network Adapter under "Boot Options" typically affects network booting, not display output, so it’s unlikely to be the culprit here.

Since HDMI is now working but the dock via USB-C still isn’t, here are the next things to try:

USB-C Port Function Check

Not all USB-C ports support video output (even if it worked once—firmware or driver changes could affect this). Since yours did previously, let’s double-check:

Device Manager → Universal Serial Bus controllers: Look for any yellow warning icons.

HP UWP Support App (from Microsoft Store): This tool can run hardware diagnostics on USB-C and display components.

Dock Test

If possible, try your dock on a different laptop or test another dock with your laptop. This will help rule out if the dock itself is the issue.

USB-C Driver Reinstall

Sometimes reinstalling the USB controller helps:

Go to Device Manager

Expand Universal Serial Bus controllers

Right-click and uninstall any USB Root Hub (USB 3.0) or Generic USB Hub

Restart your laptop — Windows will reinstall them.

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!   

Regards,  

[Kayakman19]

Thank you, Zoey7886! I really appreciate your dedication to helping me through this!

Here's what I have so far:

At first check, Device Manager did not seem to be indicating anything unusual (at least to my layman's eyes).  I took a screenshot of what was showing up under Universal Serial Bus Controllers.  Unfortunately, I failed to save the image before I restarted, but I'm pretty sure there were only six items in there and none of them had any yellow warning icons:

(2) AMD USB 3.10 eXtensible Host Controller - 1.10 (Microsoft)

(2) USB Composite Device

(2) USB Root Hub (USB 3.0)

Next, I uninstalled both USB Root Hub (USB 3.0) and restarted.  I then plugged the docking station back into the USB-C hub and went to Display settings to check if it was working.  It was not.  I am still getting the "couldn't detect another display" message".

So I decided to again open the device manager.  The Universal Serial Bus controllers how had many more entries:

I also noticed that I now had a new entry called "Universal Serial Bus devices", so I expanded it:

I double-clicked on the HP USB-C Dock G5 and it showed me this, which I thought might be significant:

I also attempted to find the HP UWP Support App in the Microsoft store, but all I could come up with was something called HP Desktop Support Utilities, which produced an error when I tried to download it.

I decided to stop there and check back in with you for next steps.  Now that the Device Manager is showing additional items under Universal Serial Bus controllers, should I uninstall the two new Generic SuperSpeed USB Hubs and the two new Generic USB Hubs and do a restart?  Should I also uninstall the two USB Root Hub (USB 3.0) items again as well?

Please let me know.....We'll get this!

Thank you, again for all your help!

[zoey7886]

@Kayakman19, Welcome to the HP Support Community! 

We're here to help you tackle that external display! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards,