USB-C Dock G5 - Screen toggling on/off

[qootec]

System Setup

• Notebook: HP ENVY x360 Convertible 15-ed1xxx
• 5TW10AA USB-C Dock G5 with firmware version 1.0.14.0 (latest with date 2021-08-31)
• 2 external screens:
  • AOC C32G1, 1920x1080 via HDMI to the dock
  • AOC CQ32G2, 2560x1440 via DP to the dock
• Windows 10 configured with extended desktop, so 3 screens with individual content.

Symptoms

• Randomly, the 2560x1440 screen goes black
• The image returns after some time, varying between 1 second up to about 20 seconds

Already tried

• I tried exchanging the screens (keeping the cables): the problem moves with the screen.
• I tried reducing the refresh rate on the screen: subjectively reduces the occurrence, but not significantly.
• I connected the screen directly to the HDMI of the notebook: no problem ever - fully functional.

Any ideas?

Thanks,

Johan

[banhien]

@qootec 

What is your HP ENVY x360 Convertible 15-ed1xxx ? It may have same ports as the following machine

                 HP ENVY x360 Convert 15-ed1055wm

Page 5 of the following document gives you options to connect 2 or more monitors

              https://www8.hp.com/h20195/v2/getpdf.aspx/c04168358

In your case, that should work with 1 FHD monitor on HDMI and one 2.5K monitor on DP port. My suggestion is to change the DP cable.

Note: I only have 5 FHD monitors, no plan to buy more monitor now, any of them fails, I will buy 4K monitor. I tested my HP USB-C Gen 5 dock with my notebooks which are HP Envy 15-0047nr, HP Elitebook 840 G5 and Dell Inspiron 13 7000, they all worked with 3 FHD monitors.

Regards.
 

[qootec]

Dear BH,

Thanks for your suggestions.

• The notebook's product number is 2Q0Y9EA, being a 15-ed1000nb
• I followed your suggestion to replace the DP cable, but this makes no difference.
  That complies to the fact that we also already switched the screens and the problem seemed to follow the screen, not the cable. This essentially switched that screen from DP to HDMI, so using a different technology & cable, but still failing on the same screen, the 2,5K one.
• We also tried to connect the 2,5K screen directly to the notebook through HDMI, keeping the other screen connected through the docking's HDMI. That seems to work fine, but of course, that defeats the purpose of the docking.

Is there anything else you would feel useful to try?

Johan

[banhien]

@qootec 

As mentioned above, currently I do not have a 2.5K monitor to test my dock therefore I can't say more.

Regards.