dock g5 usb-c docking station problem

[Rogerok]

We have many Dock G5 USB-C docking stations that are working fine.

However, one unit started having issues last week and stopped passing the image from the laptop to the external monitor.

Troubleshooting steps already performed:

• I used a test laptop and tried it with other docking stations, and it works fine.

• I installed clean drivers, from the oldest to the newest versions.

• I unplugged all connections and plugged them back in.

• I discharged the dock.

• In Device Manager there are no visible errors.

One strange thing is that with older drivers the dock can charge the laptop, but with the most recent drivers it cannot.

I also received a Windows pop-up about fixing USB-C problems that links to this webpage: Corrigir problemas de USB-C no Windows - Suporte da Microsoft

i have run out of ideias.

[Deep_World]

Hi @Rogerok,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I Understand your concern about   docking station suddenly stop working while the rest are fine, don’t worry let me help you with this.

To better understand the issue, could you please provide a few more details?

• The exact model of the Dock G5 (sometimes there are slight variations).
• The laptop model(s) you tested with.
• Whether the external monitor works when connected directly to the laptop’s USB-C or HDMI port (without the dock).
• If the dock shows any LED indicators when connected, and whether they behave differently compared to your working docks.

A few additional steps you might try:

• Test with different cables: Swap out the USB-C cable between the dock and laptop, as well as the monitor cable. A faulty cable can mimic dock issues.
• Check firmware updates: HP Dock G5 units often require firmware updates in addition to driver updates. You can find these on HP’s support website https://support.hp.com/ .
• Try another monitor: Just to rule out compatibility with a specific display.
• USB-C port inspection: Look closely at the dock’s USB-C connector for bent pins or debris.
• Power cycle with monitor disconnected: Disconnect everything, plug in only power, wait a minute, then reconnect the laptop and monitor.

I hope this helps.

If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Deep_World