USB-C Displayport not working on new Pavilion laptop

[Old_Col]

New Pavilion laptop - spec says that USB-C connection supports Displayport 1.2 alternate mode.

Want to connect 4K monitor via Displayport to get 60hz refresh rate  - connection via hdmi cable works but is only 29hz.

Have tried 3 different cables all spec'ed to support this but none work.  Still have two cables which are being used to test.  Monitor works correctly over Displayport with either of these cables when connected to another laptop (Dell).

The cables don't work with the laptop 'as shipped' or with intermediate stacks as bios/firmware/software updates installed per the HP Support utility.

The retailer technical support team went through their standard diagnostics (including a clean reinstall of the system) and agreed that there was a fault versus the claimed specification , they exchanged the laptop but the replacement still fails.

Have tried uninstalling all the USB hubs (the hidden one's as well), disabling any power saving on the USB (and graphics).  

In all cases the external monitor has no signal on the displayport connection and the laptop doesn't detect the attached monitor.

When either cable is plugged in, the 'USB connected' beep occurs and a warning message flashes up saying the USB connection may be limited (this doesn't happen when connected to the Dell).

There is a difference in the connected USB devices (in Device Manager)

For one of the cables there is a USB Device  - USB 2.0 billboard, for the other it is called DisplayPort Alternate

It looks like the cables are being recognised (at some level) but there is no signal being sent/received along the wire.

Suggestions please

[Echo_Lake]

@Old_Col
Welcome to HP Forums,  

This is a great place to get support, find answers and tips,
Thank you for posting your query, I'll be more than glad to help you out 🙂

I see that USB-Type C Displayport not working correctly, I appreciate your efforts to try and resolve the issue.

After reading your post, I did go through the Product specifications of your product and found that you have 1 USB 3.1 Type-C™ Gen 1 (Data Transfer up to 5 Gb/s, Power Delivery, DisplayPort™ 1.2, HP Sleep and Charge) 

The USB Type-C ports support adapters that can output different types of video such as HDMI, VGA, and DisplayPort, all from one USB Type-C port on your computer or device. 

• When was the last time it worked fine? 
• ​​​​​Did this happen after a recent window or software update?

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix:

Let's update the system software and  drivers using HP support assistance: 

Firstly, go to Download HP Support Assistant to install the tool.

Next,

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.

6. Perform any other update management actions as needed.

Hope this helps! Keep me posted for further assistance.

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

[Old_Col]

Hi Echo_Lake - thanks for getting involved.

To clarify ,  the displayport funstion has never worked on both the original new laptop and the replacement provided by the retailer after trying to disgose the problem.

I have already used the HP Support Assistant to install all updates (on both machines) , checking between installs to see if the function worked.  I also went to the  online HP Support site for the laptop , which actually has a different set of 'latest' updates for the specific model (https://support.hp.com/gb-en/drivers/selfservice/hp-pavilion-14-ce0000-laptop-pc/20283999/model/2274...  - selecting the Kaby Lake drivers for windows 10 V1803.  Even on this different version of the stack the displayport didn't work.

(as an aside it looked like the HP Support Assistant might be trying to install the Windows 10 V1809 level of updates even though the laptop was at W10 V1803 - is this because Microsoft has paused the roll-out of 1809?)

Currently the replacement laptop has all updates from the HP Support Assistant and the displayport function is still not working.

[Echo_Lake]

@Old_Col

Thank you for posting back. 

I understand you are in need of support, apologies for the inconvenience.

And to help you out, I'm sending out a Private message to assist you with the next course of action.

Please check your Private message icon on the upper right corner of your HP Forums profile

Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/help/faqpage/title/PrivateMessage_Question3

[Paul1234567]

Hi Old_Col, where you ever able to get video out of your usb-c port?

[Old_Col]

No - never got it working - gave up and accepted the slower refresh rate of the hdmi connection