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HP Recommended
Microsoft Windows 10 (64-bit)

I have 6 of these docks that are displaying the same behavior - two external HD monitors are connected to an USB-C Dock G4 docking station, one via DisplayPort, one via HDMI

When the USB C cable is connected to the HP 850 G2 laptop, the screen freezes. If I unplug the cable, computer comes back. One other bit of information, the LAN port is also not working.

 

If there is no monitor connected to the docking station, then the laptop works fine. I have 50+ other docks of the same model, etc. that work fine with the laptop. I have successfully updated firmware on those docks.

 

I tried to do a firmware update on the malfunctioning docking stations, but the screen freezes the same way, when the process is started.

In the log file of firmware update tool, I saw the following:

 

HP USB-C Dock G4 Firmware Update
====================================
Thu Jun 11 14:42:18 2020
====================================
Graphics adapter initialization:
Auto scan graphics adapter (DDC2bi addr: 0x60)...
NVidia: Library not found!
AMD: Loading DLL... failed!
Intel [Intel(R) UHD Graphics 620]: Init done
Device GUID: 0x1000 [Local FP]... N/A
Device ID: 0x0C: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0D: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0E: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0F: Query Error! (7) by DDC Addr (0x60)
==> No available port!
.....................................
Graphics adapter initialization:
Auto scan graphics adapter (DDC2bi addr: 0x60)...
NVidia: Library not found!
AMD: Loading DLL... failed!
Intel [Intel(R) UHD Graphics 620]: Init done
Device GUID: 0x1000 [Local FP]... N/A
Device ID: 0x0C: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0D: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0E: Query Error! (7) by DDC Addr (0x60)
Device ID: 0x0F: Query Error! (7) by DDC Addr (0x60)
==> No available port!
.....................................
Current on-board info:
<Host > Connection failed! (Error (7): ExecuteRegisterRead: Reading data failed!)

<Port#1> Connection failed! (Error (11): SendIspDdcCmd: No ACK!)

<Port#2> Connection failed! (Error (11): SendIspDdcCmd: No ACK!)

 

There was another posting in June with almost the exact same problem - hoping someone can help this time. Really want to get these docks back in service.

Who Me Too'd this topic
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.