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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06177199

Version: 1

HP Thunderbolt Dock G2, HP USB-C to HDMI 2.0 - External Display Shows Corruption After Hot Plugging the Dock

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 : 31-Oct-2018

Last updated : 31-Oct-2018

DESCRIPTION
Certain external displays may exhibit corruption or distortion after hot-plugging them into the an HP Thunderbolt dock or after hot-plugging the dock into the computer.
The issue is intermittent and only occurs if using an HP USB-C to HDMI 2.0 adapter to connect the monitor to the dock.
 Hot-plugging into USB-C port C may cause corruption
Hot plugging causes display distortion.
Corrupted display

SCOPE
Information in this document applies to the following:
Configuration:
  • Connecting certain monitors to port C of the dock, using the HP USB-C to HDMI 2.0 adapter.
Docks:
  • HP Thunderbolt Dock 120W G2
  • HP Thunderbolt Dock 120W G2 with Audio
  • HP Thunderbolt Dock 230W G2
  • HP Thunderbolt Dock G2 with Combo Cable
Adapters:
  • HP USB-C to HDMI 2.0 adapter (HP part 1WC36AA)
Displays:
  • HP DreamColor Z24x Display
  • HP DreamColor Z27x G2 Studio Display
  • HP EliteDisplay E243i 24-inch Monitor
RESOLUTION
Recover the display by unplugging the adapter from the dock and then plugging it back in.
The issue occurs, intermittently, only when hot-plugging the HP USB-C to HDMI 2.0 adapter into USB-C port C. Avoid the issue using one of the following options.
Option 1: If hot-plugging and using the HP USB-C to HDMI 2.0 adapter, connect the adapter to USB-C port B (thunderbolt port) instead of port C.
Proper connection
Option 2: Avoid hot-plugging into USB-C port C. Instead, plug in the HP USB-C to HDMI 2.0 adapter and monitor into the dock, then connect the dock to the computer while the computer is powered off.
NOTE: The issue does not occur when using any other USB-C to HDMI adapter or when plugging directly into any of the video ports on the dock.
Proper connection

Hardware platforms affected : HP DreamColor Z24x Display, HP DreamColor Z24x Display, HP DreamColor Z27x G2 Studio Display, HP DreamColor Z27x G2 Studio Display, HP Elite x2 1013 G3 Tablet, HP Elite x2 1013 G3 Tablet with Keyboard, HP EliteBook 1040 G4 Notebook PC, HP EliteBook 1040 G4 Notebook PC (ENERGY STAR), HP EliteBook 1040 G4 Notebook PC Bundle, HP EliteBook 840 G4 Notebook PC, HP EliteBook 840 G4 Notebook PC (ENERGY STAR), HP EliteBook 850 G4 Notebook PC, HP EliteBook 850 G4 Notebook PC (ENERGY STAR), HP EliteBook 850 G4 Notebook PC (ENERGY STAR) Bundle, HP EliteBook Folio 1020 G2 Special Edition Notebook PC, HP EliteBook Folio 1020 G2 Special Edition Notebook PC (ENERGY STAR), HP EliteBook x360 1020 G2, HP EliteBook x360 1020 G2 Bundle, HP EliteBook x360 1030 G2, HP EliteBook x360 1030 G2 (ENERGY STAR), HP EliteBook x360 1030 G2 Bundle, HP EliteBook x360 1030 G3 Notebook PC, HP EliteDisplay E243i 24-inch Monitor, HP EliteDisplay E243i 24-inch Monitor, HP Pavilion USB-C™ to HDMI 2.0 Adapter, HP Thunderbolt Dock 120W G2, HP Thunderbolt Dock 120W G2 with Audio, HP Thunderbolt Dock 230W G2, HP Thunderbolt Dock G2 Combo Cable, HP Thunderbolt Dock G2 with Combo Cable, HP USB-C to HDMI 2.0

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06177199

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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