USB-C Dock - Screen keeps disconnecting

[Nigeldb]

Hi, I use the USB-C dock (Product number Y0K80AA) to drive two additional screens, one via HDMI and the other via Display port.  In the past 2 days, the third screen has simply gone dark (disconnected) 4 times and I've had to unplug the cable from the dock and plug it back in again to get the screen back online.

How do I fix this? 

Thanks

Nigel db

[Nigeldb]

Hi, I've noticed that when I turn on the laptop I get a lot of static feedback through the speakers connected to the dock as well. 

Are there any diagnostics I can run on the USB-C dock?

Thanks 

[The_Fossette]

@Nigeldb

I reviewed your post and I understand that the display keeps disconnecting and you are getting static noise from the speakers connected to the dock.

Don’t worry, I assure you I will try my best to get this sorted.

There is no hardware diagnostics for the docking station. I recommend you update the graphics driver on your computer and check if it helps.

For the sound issue, run the audio troubleshooter and check if it helps.

Here is how it is done.

  - Launch Troubleshooting by typing and clicking “Troubleshooting” in Windows search.

  - Click on "Playing Audio".

  - Follow the on-screen instructions.

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[Nigeldb]

Thank you @The-Fossette. Yes, and they are both intermittent problems, the worst type to have.  

1. Screen 3 keeps disconnecting:

How do I check the graphic driver on the laptop?  The HP Support Assistant says everything is up to date. By the way, the laptop is 1 month old. 

2. Static noise from speaker 

I've run through the troubleshooter and it cannot detect any problems for the speakers via the dock.

What's next?

Nigel db

[The_Fossette]

@Nigeldb

I recommend you update the BIOS and the graphics driver from the below and check if it helps.

https://support.hp.com/in-en/drivers

Let me know how it goes.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[Nigeldb]

@The_Fossette, many thanks, nice simple instructions. Appreciate it. Also, was not expecting a response on a Sunday!

How are you, your colleagues and your loved ones. Hope you are not badly affected and keeping well? 

As suggested, I've run the diagnostic for my laptop and it looks like a lot of drivers need to be updated, so apologies, two dumb questions before I start updating things. 

Q1. These were just the BIOS (1), Driver -Audio (3) and Driver - Graphic (4) driver updates that came up. Please can you confirm I need to download all of them? 

Q2. The Diagnostic tool also came up with a lot more. Should I update all of these drivers as just simply good maintenance?

Thanks and very much appreciate your help. 

Nigel db

[The_Fossette]

@Nigeldb

Thank you so much for checking and I am doing fine and wish the same for you.

Yes, install all the drivers and tests.

Let me know how it goes.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[Nigeldb]

Hi @The_Fossette,

A bit of feedback and a question re HP Support Assistant

1. The assistant downloaded the updates but did not automatically install them. It stated there would be a slight delay and that installs would be in a separate window but nothing happened for 10 mins so I ma restarting and installing each one manually. Wish me luck.

2. Why did the support assistant say everything was up to date (see image) but the site you sent me to https://support.hp.com/in-en/drivers said I needed to install multiple drivers.  One of them has to be incorrectly reporting?

 

[Nigeldb]

Hi @The_Fossette, apologies but now I'm really confused.

1. I ran the Install wizard which downloaded but didn't install (see previous message)

2. I manually installed the drivers but at least three of the recommended drivers came back with an error message "Driver not supported" (see image below)

3. I reran the driver check under the site you gave me and it lists exactly the same drivers updates as being required so has nothing been installed? I know the whole BOIS update was installed as the laptop went through the BIOS update warning screens and restarted.  

4. When I go to HP Support Assistant, it still says all drivers are up to date, even when I do a refresh on "Software and Drivers". It says everyhthing is fine. and up to date

Apologies @The_Fossett, I now have no idea whether the drivers are up to date? Hoping you can help.

 

[KrazyToad]

@Nigeldb

This only means this particular driver package is not supported on your Windows 10 Version

HP Support Assistant will automatically update all drivers that are compatible and will leave out the non compatible drivers ( Drivers that are for other Windows 10 Version )