Problem with a Thunderbolt 3 port while trying to output 4K video

[Naveca90]

I'm trying to use an Anker USB C to HDMI 2.0 adapter to output 4K@60Hz to my TV. When I first connect the adapter, the computer recognizes it and install drivers, but once I connect the HDMI cable it stops working, you can hear the sound of disconnected devices and the laptop screen starts flickering. 

This is the second adapter I try. I thought the first one was damaged and they sent another one, but I still have the problem.

I already updated drivers and BIOS.

I already tried with different cables and other monitor and it is always the same result.

[Riddle_Decipher]

@Naveca90

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

As I understand you want to use the Thunderbolt 3 port with a TV for 4K resolution,

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

Does the TV support 4K resolution, that's 3840 x 2160 or 2160p?

Is it the laptop screen that flickers or the TV?

While you respond to that, I recommend you try with lower refresh rate and check if it works:

Eager to help!

Please reply with the answers for further assistance 😉

[Naveca90]

@Riddle_Decipher

Yes, I have used it with other USB C adapter from Satechi at 4K but only at 30Hz and it works, but not with the one from Anker. It is the second one I receive from them, thats why I doubt is the actual adapter.

The laptop screen is the one that flickers. The TV does not get any signal. I tried with another monitor and happens the same.

I cannot even try with lower resolution because it happens as soon as I connect the HDMI cable, and the laptop gets unusable, until I disconnect the HDMI cable.

[Chimney_83]

Hi @Naveca90, I am the @Chimney_83. It looks like you were interacting with @Riddle_Decipher, but he is out of the office today so I'll take over from here.

Thanks for the reply, recommend you try a different HDMI cable if possible. Looks like the issue you are facing is with the HDMI port on your computer or the cable and has nothing to do with the settings on your computer. However, you can refer to this HP Article for assistance. 

For assistance with using and troubleshooting HDMI issue, you can refer to this HP Article. 

Let me know if this helped. 

[Naveca90 · Accepted solution]

Thank you for the answer. Like I said before, I already tried with different cables and the result was the same.

But I got it working already. I ended up buying another adapter, this time Insignia branded, from BestBuy. I just wanted to make sure it was my computer or the adapter again, since it was the second one I received from Anker.

But this time as soon as I pluged the new one in I got 4K signal at 60Hz, so I can say the problem is solve.

Thank you again for the support!

[Chimney_83]

Thanks for the reply and glad that the issue is resolved by replacing the adapter. 

Please do post your technical queries on our Forums for assistance.