Business Notebooks

- Customer has multiple HP ProBook 450 G10 laptops using HP Thunderbolt Dock W120 G4. Purchased at the same time.
- Starting mid January, they started experiencing a problem.

- If you restart the laptop while it is NOT connected to the dock, the laptop restarts properly.
- If you try to restart the laptop while connected to the Thunderbolt, the laptop would shutdown, start up, but then hang at the HP Wolf Security screen. We have let it sit at that screen for hours and it doesn't progress.
- They have to force the power down by holding the laptop power button. Wait 10-20 seconds, then start the laptop.  Then the laptop boots properly and lets the user to sign in to Windows.
- Ran through the steps below on all three machines.  Two of them worked properly for a week or two, but the issue returned.  The third is still working OK so far, but on the second week.

STEPS:
- Download HP Image Assistant (not crumby Support Assistant), extracted, and analyzed computer.
- Installed firmware update for Thunderbolt and laptop.
- Installed driver updates (e.g. Intel video, Intel WLAN, and Realtek HD Audio)

- Techs before me had manually installed the drivers from the Thunderbolt website.

https://support.hp.com/ie-en/drivers/thunderbolt-docking/model/2101085539
- Dism /Online /Cleanup-Image /RestoreHealth completes with no issues.
- SFC /scannow finds no problems.

- Also went through these steps on the computers that started having the issue again.
https://h30434.www3.hp.com/t5/Business-Notebooks/HP-ProBook-450-G10-not-powering-up-when-connected-t...

- Earlier this week, on a machine where the issue returned, we went through the following.  Laptop restarted properly each time and can now restart while connected to the dock.  But who knows for how long.  😞

Always get a good restart of the laptop before troubleshooting:
1) Unplug laptop from computer
2) Restart computer
Process of elimination:
3) Unplug everything from the dock except power. Might want to take a picture or take notes as to where everything is plugged in.
4) Plug dock into computer.
5) Restart computer.
- If the computer fails to restart while connected to the dock, and the dock is only connected to power and the computer, then it's likely the dock that's causing the issue.
- If computer restarts successfully, restart it again just to be sure it works.
- If laptop restarts successfully while connected to the dock, and the dock is only connected to power and the computer, maybe something we are connecting to the dock is causing the issue.
6) Plug one item back into the dock, wait about 10 seconds, then restart the computer.
7) If computer hangs, go through our normal steps to get the computer running again. Then unplug the item that was just plugged into the dock. Restart the computer to see if it restarts OK.
- If computer restarts while connected to the dock, with nothing plugged in. But computer doesn't restart with the most recent item plugged in, then that item may be the culprit.
😎 Repeat steps 6 and 7 until we find something plugged into the dock results in the computer not restarting.

Laptops and docks are outside of warranty, so can't **bleep**.

Any help on this would be greatly appreciated.