USB C to VGA connection to external monitor not working

[Strowz]

Hi All,

I recently purchased this laptop and then also bought two HP 24w monitors for a dual monitor set up. The laptop has one HDMI port, and one USB C, which I am attempting to connect to one of the external monitors via a USB C to VGA adaptor (the other being HDMI which works). This exact set up works perfectly with my (work) Dell laptop so I'm struggling to figure out why there is a problem when attempting the same with this HP laptop.

I've noted on this page: https://support.hp.com/gb-en/document/c06468464#AbT1 - it says "1 USB 3.1 Gen 1 Type-C™ (Data Transfer Only, 5 Gb/s signaling rate)" - is this suggesting that the USB C port is for data transfer only and can't be used for a video signal? If that is the case then I guess the product has been mis-sold to me.

I thought the issue may be driver-related, but all seem to be up to date. I installed some kind of driver I found online and since then when I plug in the USB C adapter it pops up with a message about Display Port/MHL (which I am not using) and directs me to this link: https://support.microsoft.com/en-gb/help/4012609/windows-10-fix-usb-c-problems#connectionlimited 

Any help and advice would be greatly appreciated!

[banhien]

---

@Strowz wrote:

...  is this suggesting that the USB C port is for data transfer only and can't be used for a video signal? If that is the case then I guess the product has been mis-sold to me.

---

@Strowz 

That is TRUE.

No, its specs CLEARLY says that, No miss-sold.

Regards.

[Strowz]

@Banhien

Thanks for confirming. Just to clarify, I'm not suggesting that HP themselves have mis-sold it to me. I bought it here: https://www.currys.co.uk/gbuk/computing/laptops/laptops/hp-pavilion-14-ce3501sa-14-laptop-intel-core...

Although the information seems to have been supplied by HP so perhaps they are to blame? It says under product information:

USB-CTM

Power your device or connect to an external display from just one USB-CTM port with 5 Gb/s signaling rate. And it's reversible, so you never have to worry about plugging in upside down.

Under specification it just says "USB Type-C x 1" - so with the information above I would expect to be able to connect to an external monitor with the USB C on this laptop.

Aside from the above could you advise if there is any method of connecting this laptop to 2 external monitors? If that's not possible then I will likely return it unfortunately!

Many thanks

Edit: I've noticed that I actually placed an order for a 14-ce3501sa which I previously linked to (https://www8.hp.com/h20195/v2/GetPDF.aspx/c06440280.pdf) but have been delivered the 14-ce3501na model (https://www8.hp.com/h20195/v2/GetPDF.aspx/c06437681.pdf). The specs seem to be nearly identical with possibly the only difference being the network adapter (AC 9560 vs AX 201). The USB C seems to be the same "data transfer only" version, however if you click on the pdf for the "sa" model, and go to the last page, one of the recommend accessories is:

"HP USB-C to HDMI/ USB
3.0/ USB-C
1BG94AA "

It is not a recommend accessory on the "na" model pdf. So either the sa version would support video via a USB C to HDMI adapter or HP have misleadingly recommended a product for that laptop which would simply not work.

Obviously I'm disappointed that the store I bought the laptop from has misleading information and has also delivered me a slightly different model, but I am also surprised that a laptop that retails for £650 could only be connected to one external monitor via HDMI. Much older and cheaper laptops have both an HDMI and VGA port, which whilst being older tech would completely solve the problem I'm now experiencing!

Hopefully someone can suggest an alternative solution to returning this laptop which I am happy with aside from the above. Any help is much appreciated!

[SMoroney]

Did you ever get an answer to this?  I have exactly the same problem with this laptop - the spiel from HP that came with the laptop (and is also on the website) says the USB C port supports video but the reality is it doesn't.   Also, like you, I thought I was buying the sa version from Curry's but got the na.  Don't know if that makes a difference.

[Echo_Lake]

@SMoroney
Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824 (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).
• Did you make any changes to the settings of your PC prior to the issue?

To get the answer to this question, the USB Type-C port Connects a USB device, such as a cell phone, camera, activity tracker, or smartwatch, and provides data transfer. NOTE: Cables and/or adapters (purchased separately) may be required.

Your only way to get a second monitor is with a USB 3.0 port replicator or adapter that has video ports on it. 

• Use a USB-C to USB-C cable to connect directly to a USB-C port on a monitor
• Use a USB-C to HDMI cable to connect to an HDMI port on an external display
• Use a USB-C to DisplayPort adapter to connect from a USB-C port on the notebook to a display port on an external display

NOTE: If your PC only has DVI and your TV does not have a DVI port, you can use a special adapter or converter cable.

Click here:  https://support.hp.com/lt-en/document/c04641829 to more about Using Two or More Monitors with One Computer (Windows 10, 😎

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Strowz]

I would recommend formally complaining (sending an email to the CEO got a quick response). They agreed the info was misleading so effectively mis-sold and have given compensation. For some reason they've still not changed the info on the website so obviously a few people like us will be inconvenienced.

The only potential solution I found was an adapter/docking station with displaylink technology - https://www.displaylink.com/

If you don't want to mess around with that I'd suggest you return the laptop for a refund or exchange. Currys should accept this as aside from anything they have delivered a different "na" model. And to confirm the difference in specs  are not relevant for connecting to a monitor via USB C however so that would not have solved our problem. They appear to have a couple of different parts but nothing significant and not related to the USB C port carrying a video signal.