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BTS20
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Spectre x360 13-ae013dx not detecting external monitor usb-c to hdmi

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Spectre x360 13-AE013DX
Microsoft Windows 10 (64-bit)

Hello everyone.  I have seen several discussion threads about this topic and none of them have helped solve my issue.  So here goes...

 

I just bought a use HP Spectre X360 13-ae013dx from a private party.  I went through the HP system reset according to this article HP Notebook PCs - Using System Recovery, Factory Reset and Minimized Image Recovery Options | HP® Cu... and everything went great.

 

I have performed windows update as well as installed the HP support assistant to get all of the latest patches and drivers for the laptop.  

 

Now the issue:  I cannot get the laptop to detect an external monitor via either of the two USB-C ports using USB-C to HDMI hubs or a usb-c to hdmi cable.

 

I have tried 2 different usb-c hubs with HDMI as well as the usb-c to hdmi cable directly without any success.  These hubs do work with other laptops.  I have also tried 4 different monitors without success.  I even took it to Best Buy and they tried as well. 

 

If I plug in other devices such as usb mouse and keyboard to the usb-c hub it all works fine on the laptop.. Just not any video.

 

I'm baffled.

 

Some specs of the laptop

Product number:  2LU96UA

[personal information removed]

Windows OS:  Windows 10 Version 1909 Build 18363.1411 (x64)

 

 

I'm up to try anything at this point so please fire away.

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KrazyToad
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@BTS20

 

Welcome to HP Support Community


I appreciate all your efforts and expertise in troubleshooting this issue

 

Please try running the Intel Driver & Support Assistant https://www.intel.in/content/www/in/en/support/detect.html


Thank you


If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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BTS20
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Ok.. Ran the Intel support assistant and installed the native intel video drivers for the laptop.  Reboot and still no luck.  I contacted HP Sales last week and asked what HP dock is supported for this laptop and was told the G2 Dock 2uk37ut.  So i purchased one and now I'm trying to get it to work.  I plug it in and it is charging the laptop but the actual TB dock isn't detected by the Thurderbolt software.  Why is this so hard?   I have downloaded and ran the HP diagnostics which come back with no issues found.  What do I need to do next?  

BTS20_0-1614371644054.pngBTS20_1-1614371663144.png

BTS20_2-1614371687377.png

 

 

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BTS20
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I have now fully reset the laptop back to factory.  I'm now on windows 10 x64 v2004 19041.1.  When I open the thunderbolt software I get an error "This Thunderbolt application is not in use anymore and can be safely uninstalled".

BTS20_0-1614450321065.png

 

Under Device manager (showing hidden devices) there is no thunderbolt devices listed within System

 

BTS20_1-1614450409578.png

I have updated Bios, chipset, graphics cards, etc.  

 

@HP Support I need definitive guidance:

1. Does HP have compatible drivers for the Intel Thunderbolt controller 1577 in my 13-ae013dx on Windows 1904+?

2. How do I get my Thunderbolt working so that I can use the Thunderbolt G2 dock I just bought!  

 

I have now spent at least 15 hours and hundreds of dollars working on this issue and it's either a driver incompatibility or a hardware problem.  Please advise.

 

 

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KrazyToad
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Thanks for keeping us posted

 

At this  point I suggest you contact HP Support in your region for further assistance

 

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

 

Thank you

KrazyToad
I Am An HP Employee

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