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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c07026212

Version: 1

HP EliteBook 7x5 G5, G6, ProBook 445 G6 Notebook PCs - 4k Resolution @60hz Is Unavailable When Computer is Docked With 4K Monitor Attached

Notice: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 11-Feb-2021

Last updated : 11-Feb-2021

DESCRIPTION
The computer may not obtain 4k resolution at 60hz when connected to the Thunderbolt Dock 120W G2 or Thunderbolt Dock 230W G2.

SCOPE
The information in this document applies to the following:
Computers:
  • HP EliteBook 735 G5 Notebook PC
  • HP EliteBook 735 G6 Notebook PC
  • HP EliteBook 745 G5 Notebook PC
  • HP EliteBook 745 G6 Notebook PC
  • HP EliteBook 755 G5 Notebook PC
  • HP ProBook 445 G6 Notebook PC
  • HP ProBook 445R G6 Notebook PC
Docks:
  • HP Thunderbolt Dock 120W G2
  • HP Thunderbolt Dock 230W G2
Operating Systems:
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 RS4 (Version 1803)
  • Microsoft Windows 10 RS3 (Version 1709)
  • Microsoft Windows 10 19H1 (Version 1903)
RESOLUTION
To resolve this issue, perform the following procedure for the appropriate computer:
  1. Download and install Softpaq SP99824 or later then enable Hi-Resolution.
Computers Affected
Softpaq Description
Release Notes
Download SoftPaq
HP EliteBook 735 G5 Notebook PC
HP EliteBook 745 G5 Notebook PC
HP EliteBook 755 G5 Notebook PC
HP Firmware Pack (Q81)
Version: 01.09.01
REV: A
SP99824 release notes
SP99824 file download
NOTE: A more recent version of this software may be available. Check for updated drivers and software for your computer at http://www.hp.com/drivers.
  1. After the completion of updating the BIOS, restart the computer to enter HP Setup (F10).
  2. Select Advanced, then System Options.
  3. Select Enable High Resolution mode when connected to a USB-C alt mode dock option.
  4. Save settings by pressing the F10 key.
Enable High Resolution mode for the following computers:
  • HP EliteBook 735 G6 Notebook PC
  • HP EliteBook 745 G6 Notebook PC
  • HP ProBook 445 G6 Notebook PC
  • HP ProBook 445R G6 Notebook PC
  1. Restart the computer to enter HP Setup (F10).
  2. Select Advanced, then System Options.
  3. Select Enable High Resolution mode when connected to a USB-C alt mode dock option.
  4. Save settings by pressing the F10 key.

Hardware platforms affected : HP EliteBook 735 G5 Notebook PC, HP EliteBook 735 G6 Notebook PC, HP EliteBook 745 G5 Notebook PC, HP EliteBook 745 G6 Notebook PC, HP EliteBook 755 G5 Notebook PC, HP ProBook 445 G6 Notebook PC, HP ProBook 445R G6 Notebook PC, HP ProBook 455 G6 Notebook PC, HP ProBook 455R G6 Notebook PC, HP Thunderbolt Dock 120W G2, HP Thunderbolt Dock 230W G2

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA07026212

© Copyright 2023 HP Development Company, L.P.
HP Inc. shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.

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