Spectra x360 13-aw000 cannot see USB-C monitors anymore

[TomD211]

Spectra x360 13-aw0023dx

Windows 11 64 bit up to date

AMI F.35 12/4/2023 BIOS

Relevant drivers are up to date

The Spectra is a high resolution screen, 4k.  Samsungs Monitors are 2.5k

I've been using a pair of Samsung USB-C monitors for years and this week the Spectra does not see them.  

I tried different USB-C cables, switched which monitor the Spectra connects to, and with all combinations the setup for external monitors does not see the Samsung monitors

I tried a USB-C to HDMI adapter and the Spectra will display on one of the Samsung monitors

The video can feed data out the USB-C port to an adapter and over HDMI to the monitor but will not see the USB-C monitors.  The USB-C monitor will tell me if the USB-C cable is connected to the PC.

Any clues?

[Raj_05]

Hi @TomD211,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Given the issue you're experiencing with your HP Spectre x360 13-aw000 and the Samsung USB-C monitors, here are some steps you can follow to diagnose and potentially resolve the problem.

Update Graphics Drivers:

Ensure that your graphics drivers are up-to-date. You can do this via the Device Manager or by visiting the HP support website to download the latest drivers for your laptop.

Device Manager Method:

• Open the Device Manager (you can search for it in the Start menu).
• Expand the Display adapters section.
• Right-click on your graphics card (e.g., Intel UHD Graphics) and select Update driver.
• Choose Search automatically for updated driver software.

HP Support Website:

• Go to the HP Support page.
• Enter your laptop model (HP Spectre x360 13-aw000).
• Navigate to the Drivers section and download the latest graphics drivers.

Update BIOS and Firmware:

Sometimes, BIOS or firmware updates can resolve hardware compatibility issues.

1. Visit the HP Support page again.
2. Enter your laptop model and look for BIOS or firmware updates.
3. Follow the instructions to update your BIOS/firmware.

Check USB-C Settings in BIOS:

Ensure that USB-C ports are enabled and functioning correctly in the BIOS.

1. Restart your laptop and enter the BIOS/UEFI settings (usually by pressing Esc or F10 during startup).
2. Navigate to the Advanced or Configuration tab.
3. Check USB-C port settings and ensure they are enabled.

Test with Different Devices:

Verify if the issue is with the laptop or the monitors by connecting a different device (e.g., another laptop or a smartphone that supports USB-C display output) to the monitors.

• If the monitors work with another device, the issue likely lies with the HP Spectre.
• If the monitors don't work with another device, the problem may be with the monitors or the USB-C cables.

 

[Raj_05]

USB-C Port Inspection:

Inspect the USB-C ports on your HP Spectre for any physical damage or debris that could be causing connectivity issues.

Power Settings and USB Selective Suspend:

Disable USB selective suspend, which can sometimes interfere with USB-C peripherals.

1. Open Control Panel.
2. Go to Power Options.
3. Click on Change plan settings next to your selected power plan.
4. Click on Change advanced power settings.
5. Expand USB settings and then USB selective suspend setting.
6. Set it to Disabled.
7. Apply the changes and restart your laptop.

By following these steps, you should be able to identify whether the issue is software or hardware-related and take appropriate action.

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!

Alden4

HP Support 

[TomD211]

Alden4

The USB-C ports seem to be working just fine, the monitor tells me if the USB cable is plugged in or not, the monitor will power the computer.  The other USB-C port is connected to an adapter that gives me mouse, more USB ports and LAN.

I followed your control panel, power options, advanced power settings but there is no USB setting selection.  There is Hard Disk, Desktop background settings, Sleep, PCI Express, Processor power management, Display and Battery.  There are no USB options under any of these.

Any other thoughts?

Thanks

[TomD211]

Alden4

I updated the driver.  I did it from control panel and it said the driver was the latest and greatest.  Per another suggestion I found I deleted the driver and reinstalled it but that did not help either.

I went to the support page but because the HP Spectre x360 13-aw000 ha Windows 11 Pro on it I can't get past Select the operating system Q&A section.  So I can't update the BIOS.

Other peripherals work fine so the USB-C is on and at least somewhat functional.  As I said I connected a USB-C to LAN/HDMI/etc. adapter and data is being transferred just fine.

Regards,

[Raj_05]

Hi @TomD211,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support