Random black screen on attached monitors (connected via USB-C through Dell Docking station)

[Jingo1988]

I bought this Spectre Folio April 2020 and it has worked fine until I recently started trying to connect it through a USB-C Dock to:

1) Samsung Monitor

2) Dell Monitor

3) A mouse via USB-A 

4) Dell Smart card Keyboard via USB-A

The screens turn on and work fine for around 10 minutes then at seemingly random points both just suddenly go black (as if they lost all connection) and both turn back on again in around 10-15 seconds. This happens again roughly every 10 minutes and after a few times the Samsung screen will eventually turn back on but the image displayed is extremely distorted and full of funny colours (yellows, greens, reds all over). The screen on the Laptop seems to work fine.

I have also noticed that the Keyboard number pad doesn't seem to work at all but the rest of the keyboard works fine...which is odd.  I have tried only connecting the Dell Screen via the Dock (using a HDMI connection) and the same issue happens. 

I wondered if it was an issue with the Dock so I updated the firmware for the Dell Dock recently and sadly that has made no difference.

This set up works fine when connected to my wife's Dell Laptop and she has no issues whatsoever. 

Anybody have any bright ideas how to solve this? It is becoming quite irritating.

Thanks

Chris

[TEJ1602]

@Jingo1988, Welcome to HP Support Community!

May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

Meanwhile, try updating the computer - 

Step 1 Windows Updates - 

1) In the search box, type, and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer. 

Step 2 HP Support Assistant Updates - 

1) In the search box, type, and open HP Support Assistant. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer. 

Also, run extensive system test to isolate the issue-

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second.

When the menu appears, press the F2 key.

3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

4. Click Extensive Test.

5. Click Run once, or Loop until error.

While the test is running, the time remaining and test result for each component are

shown on the screen.

6. If a component fails a test, write down the failure ID (24-digit code) so you have it

available when you contact HP Customer Support. The information is also available in

Test Logs on the main menu.

Hope this helps! Keep me posted. 

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!

[Jingo1988]

Thanks. I replied by direct message

[TEJ1602]

@Jingo1988

This requires remote assistance. Please reach out to the HP Support in your region for further course of action.

Hope this helps!

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!