TRAVEL DOCK DON´T WORK SINCE A WINDOWS UPDATE

[Bettina4]

Hi, I have a HP Pavillion 15T – CS 300 i7 Windows 11 with an HP Travel Dock (HP P/N 839032-001 ) I had two 32" external monitors connected  (one to the laptop hdmi port the other one to the hdmi port on the travel dock) and it worked well for 3 years.

A couple of months ago the monitor connected to the Travel Dock stopped working. The mouse and keyboard connected to the travel dock are working ok.

I tried several monitors, I tried the Travel dock on another laptop (Dell) and it didn´t work.

I´ve tried a different USB C hub (Orico) on the HP laptop and it didn´t work. (this one works ok on a Dell laptop)

I found a post that worked for a month: " this time I plugged the hdmi cable in first, into the dock, before plugging the dock in. And left all other connectors unplugged. I plugged the dock in, with the hdmi cable already connected, and voila... works again. "  and then it stopped working again. 

I bought a usb c to hdmi adapter (didn´t work) and finally I bought an USB A to HDMI (usb 3.0) and it didn´t work.

I have been trying to contact HP support without any result.

Can someone help me with this issue?  or is there any HP hub that is compatible with this laptop? or did I have to buy another laptop?

Thanks in advance.

[Sneha_01]

Hi @Bettina4 

Welcome to HP Support Community.

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

It sounds like you're facing a frustrating issue with your HP Travel Dock after a Windows update. Since it worked for years without problems, it’s possible that the update may have caused some compatibility or driver issues.

Here are a few steps you can try to resolve the issue with your HP Travel Dock:

1. Check for Windows Updates and Rollback if Needed:

Sometimes, a Windows update can cause conflicts with hardware like docking stations.

• Check for any new updates: Go to Settings > Windows Update and make sure all updates are installed, including optional ones.
• Rollback to a previous version: If the issue started after a recent update, you can try rolling back the update. Go to Settings > Update & Security > Windows Update > View update history > Uninstall updates and check if the issue began after a specific update.

2. Reinstall USB and Graphics Drivers:

• Update or Reinstall USB Drivers: Since the dock connects through USB-C or USB 3.0, you should make sure your USB drivers are up to date. Go to Device Manager, find Universal Serial Bus controllers, right-click on each USB device, and select Update driver or Uninstall device (then restart your laptop).
• Update Graphics Drivers: If the external monitors aren’t working, it might be related to the display drivers. Go to Device Manager, expand Display Adapters, right-click on your display adapter, and select Update driver.

3. Reset the Docking Station (Hard Reset):

Try performing a hard reset on your HP Travel Dock:

• Unplug the docking station from your laptop and any power source.
• Disconnect any peripherals (keyboard, mouse, monitors, etc.) from the dock.
• Wait for a minute, then plug the dock back into your laptop and reconnect your devices one by one.

4. Test the Dock on Other Ports:

• Try different USB-C/USB-A ports: Test the dock with different USB-C or USB-A ports on your laptop. Sometimes, Windows updates can cause issues with specific ports.
• Check for port issues: Make sure your laptop’s USB-C port is functioning correctly and is not damaged.

5. Check Display Settings:

• Multiple Display Settings: After the update, Windows might have reset your display settings. Right-click on the desktop, select Display Settings, and under the Multiple Displays section, try manually detecting or extending the display to the external monitors.
• Graphics Control Panel: Check your Intel Graphics Control Panel or NVIDIA Control Panel (depending on your laptop’s graphics card) to ensure the external displays are being recognized and set up correctly.

6. Test the Travel Dock on a Different Laptop (Again):

You mentioned trying the dock on another Dell laptop, but it didn’t work. This could indicate the dock itself may be malfunctioning, but I would suggest testing it on another HP laptop (if available) to see if it works. This will help determine if the issue is specific to your HP laptop or the dock.

7. Check HP’s Website for Updated Docking Station Drivers/Firmware:

It’s possible that the HP Travel Dock firmware needs to be updated after the Windows update. Go to HP’s official support site, search for your docking station model, and see if there are any firmware or driver updates for it.

8. Try a Different Docking Station:

If you continue to have trouble, you may want to consider buying a newer docking station that is specifically listed as compatible with your HP Pavilion. You can also check for docking stations that support both USB-C and HDMI outputs, as they are typically more reliable with modern systems.

9. Test Using an HDMI Port Directly on the Laptop:

As a temporary workaround, you can test connecting the external monitors directly to your laptop's HDMI port (if available) instead of using the dock.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[Bettina4]

Hi Rachel, thanks for your message, I´ve already tried almost all the points you´ve suggested: 

• Already checked windows updates and HP updates (assistant support app), no recent updates available for this laptop (since 2021)
• Reinstalled the dock software, very first version (included on the device); the system updated this installation with the last version. (NO other updates on HP site).
• Rollback haven´t done, it will take a lot of time but also, at some point connecting the dock and monitors in a certain order worked (not any more) , very likely will not provide a lasting solution (each time a windows update...) and: 
• The dock did not work on another computer (tried with dell laptop, dell desktop and acer laptop), the other devices on the dock (mouse, keyboard and external drive) connected to the dock are working ok (so the USB C and the Dock are not damaged at least in part) AND a different dock (in fact 3 other brands displaylink compliant docks) that works on other computers are NOT working on the HP laptop (so it is not only the dock).
• Uninstalled the USB drivers with the device manager, no change.
• Only Intel Iris driver is installed and updated (downloaded the update assistant from Intel).
• Reset Docking Station done several times.
• Cannot test on other ports, only one USB C port available.
•  I bought another USB C to hdmi adapter and didn´t work,
•  I bought another USB A to hdmi adapter and it display for a second, then go dark, then go blinking, then go dark (the USB A port is not able to handle the required transmission speed).
•  External monitor connected to the laptop hdmi port (not the dock) is working ok.
•  Tried to find a compatible dock and still have no clue which one would be compatible, it seems travel dock it´s to old to be included on the compatibility list (it is a nightmare to have so many different HP websites…)

I´ve expended a lot of hours trying to solve the issue, for the price of buying a new dock from HP, not being able to buy standard hardware in the future and probably having  to experience this problem again …. 

Can you check if there´s somewhere a Travel Dock dirver update or if this hardware would not have updates anymore?