Pavilion Laptop 13-an0010nr USB-C to DisplayPort Not Working

[sabaronett]

Products involved:

• HP Pavilion 13-an0010nr (4WJ36UA), Windows 10 (64-bit)
• Cable Matters  201026 USB-C to 4K DisplayPort Adapter with Power Delivery
• Viotek GNV34DB 34” Ultrawide QHD Curved Gaming Monitor — 21:9 1440p 100Hz VA Panel

Issue Description:

I've had the laptop since June of last year (2019), but I just received the new USB-C to DP adapter and monitor today. When I connect the monitor via the new DisplayPort cable (provided with the monitor) to the USB-C to DP adapter, and then to my laptop's single USB-C port, I hear the Windows "device connected" sound, but there's no display on the monitor, and I get the following Windows notification pop-up:

The monitor also reports that there is no input signal on the DisplayPort input.

Troubleshooting performed:

I have verified the monitor works at 3440 x 1440 via its HDMI 2.0 and 1.4 input ports from the laptop, although the refresh rate seems to be limited at 50 Hz, even though the laptop specifications indicate HDMI 1.4, which should support over 60 Hz. I have also updated my laptop to the latest drivers and BIOS version, using the HP Support Assistant app, to the following:

• System BIOS: F.09 (12/17/2019)
• Intel HD Graphics Driver: 26.20.100.7926 (2/25/2020)
• Intel Chipset Driver: 10.1.18121.8164 (12/6/2019)
• Intel Management Engine Interface (MEI) Driver: 1914.12.0.1256 (12/6/2019)
• Intel Serial IO Driver: 30.100.1915.1 (12/6/2019)

I appreciate any suggestions. Thanks,

[Echo_Lake]

@sabaronett

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

BIOS default: 

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer. If the issue persists, follow the next steps.

Perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.
7.  If the issue persists, follow the next steps.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.​​​​​​​

[sabaronett]

Hi @Echo_Lake,

Thanks for your response. I followed your suggestions:

1. Performed a hard reset by shutting down, removing all peripherals and AC adapter, and holding the power button for 15 seconds.
2. Entered BIOS, set it to the BIOS Setup Default settings, saved changes and exited.
3. Performed Windows Update, but none were available to download or install.
   
4. Checked HP Support Assistant for updates and messages, but nothing was found and reports the device is "up-to-date."
5. Updated the BIOS automatically using Device Manager, which found, downloaded, and successfully updated.
   

However, after following all these steps (not skipping anything as you advised), the problem still persists, i.e., Windows reports "Display connection might be limited" (see image in original post). I even tried restarting once more for good measure, but no change.

Since my original post, I was able to test that the USB-C to DisplayPort adapter and DisplayPort cable are in fact working with this monitor with a different laptop (Dell XPS 13), which has an official "Thunderbolt 3" port, as can be seen by the ⭍  symbol next to it on that laptop. I noticed, however, that the symbol next to the USB-C port on this HP laptop only shows the traditional USB symbol.

I suspect there may be more discrepancies between this port and the product specifications (https://support.hp.com/us-en/document/c06156403), as the port also does not appear to support Power Delivery as listed in that document. When I attempted to plug a USB-C charger and cable to the port, Windows reported:

and the power indicator in the system tray did not show the laptop was charging.

[Echo_Lake]

@sabaronett

Thank you for posting back.

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link:www.hp.com/contacthp/