cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
  • ×
    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
Highlighted
New member
4 3 0 0
Message 1 of 8
258
Flag Post

Solved!

Thunderbolt 3 and second monitor issue. Spectre x360

HP Recommended
Spectre x360
Microsoft Windows 10 (64-bit)

Hello, I am having trouble connecting my second monitor to my hp spectre x360 using a thunderbolt 3 to display port cable.

Product number: 7MQ42AV

OS: Windows 10 64 bit

Second monitor: Acer CB281HK

The cable: https://www.amazon.com/DisplayPort-uni-Thunderbolt-Compatible-More-Gray/dp/B07CL31FR6?th=1

I have tried restarting both the pc and the monitor, different thunderbolt to display port cables and adapters, and I have updated my drivers. The cable I linked was working perfectly yesterday. Today I just get no signal on my monitor. I was able to get it working yesterday by manually selecting display port on the monitor but that no longer works. I can connect to the monitor fine using an HDMI cable and the monitor worked perfectly on my old laptop using a mini display port to display port cable. Any help is appreciated.

 

7 REPLIES 7
Highlighted
HP Support Agent
HP Support Agent
10,464 10,465 446 700
Message 2 of 8
Flag Post
HP Recommended

@Philip336 Welcome to HP Community!

 

I understand that the Thunderbolt 3 and second monitor issue.

 

Have you tried with a different cables?

 

Try updating the computer, this will install the latest updates -

 

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 Install updates using HP Support Assistant

  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.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

 

Please click the below link to download the thunderbolt drivers.

 

https://ftp.hp.com/pub/softpaq/sp102001-102500/sp102295.exe

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

Highlighted
Author
New member
4 3 0 0
Message 3 of 8
Flag Post
HP Recommended

Hi, my computer is up to date on all of its updates and drivers. I believe the cable is not the issue as I had the same problem using another thunderbolt to display port cable, which is what led me to buying the cable I have now. I have done some testing with different laptops and monitors.

 

The hp spectre does not output video to the acer monitor through the thunderbolt port. It does output video through the thunderbolt port to a Dell monitor. The Dell xps 15 does output video through the thunderbolt port to the acer monitor and the Dell monitor with no issues. The same cable was used with both laptops and monitors.

 

Windows does recognize that the acer is connected to the spectre, but does not output video to it.  It sometimes works after unplugging and plugging in the HDMI and thunderbolt 3 to display port cables but I am unable to replicate it with any consistency.

 

Thanks.

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
10,464 10,465 446 700
Message 4 of 8
Flag Post
HP Recommended

@Philip336

 

I understand your concerns.

 

Please perform the USB port test and let us know.

 

1. Power off the PC and make sure that it is completely powered off.

2. Press the power button and the moment you press the power button immediately start tapping F2 key, you should see the system diagnostics screen.

3. Look for the component test, under that all the hardware will be listed, please choose USB and initiate the quick test.

Note: If it fails it will generate a 24 digits alphanumeric failure id, please capture that.

 

Have a nice day!!

 

Highlighted
Author
New member
4 3 0 0
Message 5 of 8
Flag Post
HP Recommended

I just ran the USB port check and it failed surprisingly. The 24 digit code is: GXLDXX-A8JA8Q-MFPU3F-8D5K03. The second to last digit may be an O instead of a zero. While it did fail I can connect an external drive to the thunderbolt port and it works fine, so its not 100% broken at least.

 

Edit:

I am also not 100% convinced it is the port on the laptop. It worked fine when connected to the Dell monitor and I just used an HDMI to display port adapter, which gives a cable not connected screen.

 

Another edit:

I tested the laptop with the Dell monitor again and it worked every time I plugged it in. I also plugged it into an older Dell monitor and got a no display port signal message.

 

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
10,464 10,465 446 700
Message 6 of 8
Flag Post
HP Recommended

@Philip336

 

Thank you for the update.

 

According to the failure code, the issue with the USB port.

 

I would suggets you conatct our phone support and check for the support option. They will help you.

 

Here is how you can get in touch with phone support.

 

 

1)Click on this link - www.hp.com/contacthp/

 

2)Select the product type.

 

3)Enter the serial number of your device or select let HP detect your product option.

 

4)Select the country from the drop-down.

 

5)You should see the HP phone support number or Chat option listed.

 

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

 

Have a nice day!!

Highlighted
Author
New member
4 3 0 0
Message 7 of 8
Flag Post
HP Recommended

Will do. Thanks for your help.

Reply
0 Kudos
Highlighted
HP Support Agent
HP Support Agent
10,464 10,465 446 700
Message 8 of 8
Flag Post
HP Recommended

@Philip336

 

You are most welcome.

 

Have a nice day!!

Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation