USB-C Display loses visual signal to external monitor frequently

[KW852456]

Hi all,

I have my HP Envy - 13-aq1001tx connected to a external monitor ( Dell U2421HE) and the visual display is very unstable. Often (every 10-15 mins) or when I accidentally touch the USB C cable, the monitor loses visual display (signal not detected) but  interestingly, the audio headset, mouse connected to the monitor hub works perfectly fine even when the monitor loses visual display.

I am at lost what is the issue here. I am grateful if anyone can advise. 

Similar experience as another user: https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/USB-C-Display-loses-connection...

Many thanks.

[KrazyToad]

@KW852456

Welcome to HP Support Community

I would like to help

If the issue happens only when touching the USB Cable, then it could be an issue either with the Cable or even the USB C Port.

But if the issue is random and happens without any physical contacts, please ensure the Notebook has the latest Firmware, Drivers etc

 suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

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