USB-C Dock 5G external monitors not starting

[srmastergrm]

My USB-C Dock 5G and Laptop have all the current drivers. Dock is on, external monitors are on, dock is plugged into electric and laptop. I start laptop and it receives power from dock and LAN from dock so Dock is working. Display Port External Monitors do not connect. If I eject the dock from laptop and then plug the dock back into laptop, Display Port EXTERNAL MONITORS are recognized! Does anyone know what the problem might be? 

[Irfan_06]

Hi @srmastergrm,

Welcome to the HP Support Community.

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

It sounds like you're experiencing a common issue with USB-C docks and external monitors. Here are some troubleshooting steps you can try to resolve the problem:

Check Display Settings: After starting the laptop, right-click on the desktop and select "Display settings." Make sure the external monitors are detected and set to extend or duplicate the display as needed.

Update Firmware: Ensure that the USB-C dock itself has the latest firmware installed. Manufacturers often release updates to improve compatibility and performance.

Check Cables: Inspect the DisplayPort cables for any damage. Try using different cables to see if that resolves the issue.

Change Ports: If the dock has multiple DisplayPort outputs, try connecting the monitors to different ports on the dock to see if that makes a difference.

Power Cycle the Dock: Unplug the dock from the power source and the laptop, then reconnect everything. Sometimes a fresh start can resolve connectivity issues.

Laptop Settings: In some cases, there may be settings in your laptop's BIOS or power management settings that affect how external displays are recognized. Check for any relevant options.

Test Monitors Individually: If possible, test each monitor individually to ensure they're functioning properly and the issue isn't with one of the monitors.

Windows Update: Ensure your operating system is up to date, as updates can fix compatibility issues.

Use a Different Laptop: If you have access to another laptop, test the dock with it to see if the issue persists. This can help identify if the problem is with the dock or the original laptop.

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

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[srmastergrm]

Thanks!  I have already completed most of your suggestions. The one I need to try is remove power to the G5 and power cycle.  Everything works fine but I have to eject and remove the G5 from the laptop then plug back into the USB-C on laptop. At that point the monitors are recognized and work perfect.  It is only the monitors. On windows startup, the power, LAN, and USB ports on the G5 all work. IT IS ONLY THE MONITORS. It just starting doing this. Up to a couple of weeks ago, there were no problems.

[Irfan_06]

Hi @srmastergrm,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

As you have exhausted most of the troubleshooting steps to fix it.

Request you to try connecting the USB dock and the monitors to another device to confirm the functionality.

Update the drivers for your laptop as well to make sure it is up to date and not blocking the use of docking station with the monitors.

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

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[srmastergrm]

None of your suggestions fixed the problem. The only solution that works is: 1) Start the laptop on battery. 2) Plug the G5 into the USB-C slot. 3) Everything starts as should be.   There is still something wrong because with the G5 plugged in before I start the laptop, the monitors do not work.  I don't know if it is windows, graphic card, or G5 but........it worked fine and now it doesn't.  Thanks for attempting to help me solve this problem but your solutions did not work. 

[Irfan_06]

Hi @srmastergrm,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

It seems like an issue with the USB dock as you have exhausted all the possible troubleshooting steps to fix it. We appreciate your understanding and patience.

I've sent you a private message with the instructions to get in touch with the HP phone support to assist you further. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support