Touble connecting external monitor through USB-C

[sheldonxp]

Hi everyone, I am having trouble connecting a monitor to my Omen 17. I usually connect 3 monitors - one through HDMI, one through displayport, and one through usb-c. However, today the usb-c one stopped working.

I use a HDMI cable from the monitor, which plugs into a HDMi to USB-C connector, which then plugs into the USB-C port in the laptop. Each individual component seems to be working fine. I can connect the monitor to another computer with no problem, while the usb-c port also works when I connect other things through it (keyboard, mouse). Is there anyway that only the usb-c connection to the graphics card broke? My other monitors still work fine.

[Riddle_Decipher]

@sheldonxp If it had been working earlier but doesn't anymore, I suggest you check with an alternate USB port, if nothing works, try the below steps:

The following steps may seem overwhelming, however, I've listed out all possibilities of resolving the issue, and I suggest you follow them step by step, if you hit a road block, feel free to ask, we'll be happy to help:

Perform the following steps, as applicable, to troubleshoot USB devices that are not working correctly:

1. Power: If the USB device operates on battery power, make sure the batteries are correctly seated and are functional. If the USB device operates on external power, make sure all the power connections are secure and the power cord is connected to a power source.

2. Test the USB connection: Sometimes, simply disconnecting and reconnecting the USB device to the computer can solve the problem:

   1. Disconnect all USB devices from the computer except a USB mouse and keyboard (if in use). This includes hubs, thumb drives, printers, and cameras.

   2. With all USB devices disconnected, do one of the following:

      • If you have a desktop computer, connect the device that is not working correctly to one of the USB ports on the back of the computer (the ports attached directly to the motherboard).

      • If you have a notebook computer, connect the device that is not working correctly to a USB port on the notebook. Do not use a USB port replicator (such as a docking station or USB hub).

   What happens when the device is connected?

   • The device works correctly: The problem is most likely related to power or poor overall system performance.

     NOTE: 

     To prevent the USB device from failing in the future: Do not connect too many devices to the computer; wait 5 seconds after connecting a device before using it; use powered hubs to connect other devices; and do not attach USB devices when the system is busy (running slower than normal).

   • The device does not work: Leave the device connected and continue to the next step.

3. Installing USB manufacturer software: Some USB devices require manufacturer software be installed before the USB device will work.

   1. If the USB device came with software, and it was not previously installed, install the software now, following the manufacturer instructions.

   2. After installing manufacturer software, reconnect the USB device that was having problems.

   The device should now work correctly. If problems persist, continue to the next step.

4. Microsoft easy fix solutions: Microsoft provides a web-based automatic diagnostic and repair application. Go to the How to use Microsoft easy fix solutions webpage (in English) and select the troubleshooter that most closely matches your issue. Then follow the on-screen instructions. If the device still does not work, go to the next step.

5. Windows Update: Running Windows Update checks for operating system updates required for your computer. Go to Windows Update (in English) and follow the on-screen steps to check for updates, and opt in on all recommended and optional driver updates. If the device still does not work, go to the next step.

6. Microsoft System Restore: If the USB device was previously working, then subsequently became unusable, try Microsoft System Restore to go back to a time prior to when the device failed. Refer to Using Microsoft System Restore (Windows 10,for more information. If the device still does not work, go to the next step.

7. Device Manager: You might be able to troubleshoot the problem using the Device Manager.

   In Windows, search for and open Device Manager.

   Follow the instructions below, depending on how your device is listed in the Device Manager:

   • Unknown Device: A driver is not installed or was not set up correctly (Such as, when a USB device was removed while Windows was still setting it up as newly found hardware.). To correct this problem, uninstall and reinstall the driver for the device, as follows:

     1. Disconnect the device.

     2. Right-click Unknown Device, and select Uninstall.

        The Confirm Device Uninstall window opens.

     3. Click the box next to Delete the driver software for this device (if it is shown).

     4. Click OK.

     5. Restart the computer.

     6. Reinstall the device per the manufacturer instructions.

   • Other Device: The USB ports are working but device drivers need to be installed. To correct this problem:

     1. Disconnect the USB device, and wait 20 seconds.

     2. Install the drivers per the manufacturer instructions.

   • Device Name is shown: USB ports and basic plug-and-play are working correctly. There is a physical problem with the device or there is an issue with the device drivers. One of the following steps might resolve the problem:

     • Restart the computer and try connecting the USB device again.

     • Disconnect the USB device, uninstall the device software (if any), then reinstall the software.

     • Uninstall and reinstall the device as follows:

       1. With the device connected, right-click the name of the device in Device Manager and select Uninstall.

          The Confirm Device Uninstall window opens.

       2. Click the box next to Delete the driver software for this device (if it is shown).

       3. Click OK.

       4. After the name of the device is removed, disconnect the device and restart the computer.

       5. Try installing the device again per the manufacturer instructions.

     • If the device is a communication device, double-click the device name and set the COM port to a different number; from COM4 to COM3 for example.

   • Device is not listed: If the device is not listed at all, go to the next step.

8. Uninstalling USB Root Hubs: Uninstalling USB Root Hubs forces the system to reinstall the root hubs next time the computer is started. Use the following steps to uninstall USB Root Hubs:

   1. Disconnect all USB devices connected to the computer except a USB mouse and keyboard (if in use). This includes hubs, thumb drives, printers, and cameras.

   2. In Windows, search for and open Device Manager.

      The Device Manager window opens.

   3. Double-click Universal Serial Bus Controllers to expand the list.

      Figure : Universal Serial Bus controllers list in Device Manager window

      

   4. Right-click the first USB Root Hub in the list, then select Uninstall.

      Figure : Uninstall selection in the Device Manager window

      

      Click OK to confirm.

   5. Continue uninstalling all USB Root Hubs listed.

   6. Close Device Manager and restart the computer.

   7. If the USB device that is having problems came with software and it was not previously installed, install the software now, following the manufacturer instructions.

   8. Reconnect the USB device that was having problems and test it to see if it works.

P.S: Welcome to HP Community 😉

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!

[sheldonxp]

Hi Riddle-Decipher - thanks for the detailed response! So I actually returned my VGA to USB cable because I figured that was not the problem. Both my USB and my USB-C ports were not working for the monitor connection. Also, all 3 monitors worked with the mini-DisplayPort and the HDMI ports. 

Furthermore, both the USB and USB-C ports DO work when connected to non-monitor devices. I appreciate your suggestions, however I read through your steps and I don't think they address this specific problem. Do you have any other suggestions?

Thanks again!

[Riddle_Decipher]

@sheldonxp If that didn't help, it could be a malfunction and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

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

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.