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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06575423

Version: 1

HP USB-C Dock G4, G5 - Resolution Issues on External Monitor(s) While Docked

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 : 20-Feb-2020

Last updated : 20-Feb-2020

DESCRIPTION
The external monitor(s) connected to the dock may exhibit reduced resolution. This issue occurs when the maximum USB-C video throughput has been reached with the BIOS default settings.

SCOPE
Information in this document applies to the following:
Docking Stations:
  • HP USB-C Dock G3
  • HP USB-C Dock G4
  • HP USB-C Dock G5
Computers:
  • HP Elite x2 1012 G2
  • HP Elite x2 1013 G3
  • HP EliteBook x360 1030 G2 Notebook PC
  • HP EliteBook x360 1020 G2 Notebook PC
  • HP ZBook x2 G4 Detachable Workstation
  • HP EliteBook 1050 G1 Notebook PC
  • HP EliteBook x360 1040 G5 Notebook PC
  • HP EliteBook x360 1030 G3 Notebook PC
  • HP EliteBook 840 G5 Notebook PC
  • HP EliteBook 850 G5 Notebook PC
  • HP EliteBook 830 G5 Notebook PC
  • HP EliteBook 840r G4 Notebook PC
  • HP EliteBook 755 G5 Notebook PC
  • HP EliteBook 745 G5 Notebook PC
  • HP EliteBook 745 G6 Notebook PC
  • HP ProBook 650 G4 Hex Core Notebook PC
  • HP ProBook 650 G4 Notebook PC
  • HP ProBook 640 G4 Notebook PC
  • HP ProBook 645 G4 Notebook PC
  • HP ProBook 470 G5 Notebook PC
  • HP ProBook 450 G5 Notebook PC
  • HP ProBook 430 G5 Notebook PC
  • HP ProBook x360 440 G1 Notebook PC
  • HP ZBook 17 G5 Mobile Workstation
  • HP ZBook 15 G5 Mobile Workstation
  • HP ZBook 14u G5 Mobile Workstation
  • HP ZBook 14u G5 Mobile Workstation
  • HP ZBook Studio G5 Mobile Workstation
  • HP ZBook 17 G6 Mobile Workstation
  • HP ZBook 15 G6 Mobile Workstation
  • HP EliteBook x360 1040 G6 Notebook PC
  • HP Elite Dragonfly Notebook PC
  • HP EliteBook x360 1030 G4 Notebook PC
  • HP Elite x2 G4
  • HP EliteBook 850 G6 Notebook PC
  • HP EliteBook 840 G6 Notebook PC
  • HP Zbook Studio 15u G6 Mobile Workstation
  • HP Zbook Studio 14u G6 Mobile Workstation
  • HP EliteBook 840 G6 Healthcare Edition Notebook PC
  • HP EliteBook 830 G6 Notebook PC
  • HP EliteBook x360 830 G5 Notebook PC
  • HP EliteBook x360 830 G6 Notebook PC
  • HP ProBook 735 G5 Notebook PC
  • HP ProBook 735 G6 Notebook PC
  • HP ProBook 650 G5 Notebook PC
  • HP ProBook 640 G5 Notebook PC
  • HP ProBook 445R G6 Notebook PC
  • HP ProBook 455R G6 Notebook PC
  • HP ProBook 445R G6 Notebook PC
  • HP ProBook 455R G6 Notebook PC
Operating Systems:
  • Microsoft Windows 10 TH2 (Version 1511)
  • Microsoft Windows 10 TH1 (Version 1507)
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 RS4 (Version 1803)
  • Microsoft Windows 10 RS3 (Version 1709)
  • Microsoft Windows 10 RS2 (Version 1703)
  • Microsoft Windows 10 RS1 (Version 1607)
  • Microsoft Windows 10 Mobile
  • Microsoft Windows 10 IoT RS1 (Version 1607)
  • Microsoft Windows 10 IoT (64-bit)
  • Microsoft Windows 10 China Government Edition
  • Microsoft Windows 10 19H2 (Version 1909)
  • Microsoft Windows 10 19H1 (Version 1903)
RESOLUTION
To resolve this issue, perform the following steps:
Enable High Resolution mode when connected to a USB-C DP alt mode dock option.
  1. Start or restart the computer and enter HP Computer Setup.

    note:
    This can be performed by pressing the F10 key while the computer is restarting.


  2. Select Advanced > System Options.
  3. Check Enable High Resolution mode when connected to a USB-C DP a lot mode dock.
note:
  • Selecting this option will reduce the USB 3.0 speeds to USB 2.0 speed.
  • This solution does NOT apply to Chrome OS.

Hardware platforms affected : HP Elite Dragonfly Notebook PC, HP Elite USB-C Dock G3, HP Elite x2 1012 G2, HP Elite x2 1013 G3, HP Elite x2 G4, HP EliteBook 1050 G1 Notebook PC, 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 EliteBook 830 G5 Notebook PC, HP EliteBook 830 G6 Notebook PC, HP EliteBook 840 G5 Healthcare Edition Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 840 G6 Healthcare Edition Notebook PC, HP EliteBook 840 G6 Notebook PC, HP EliteBook 840r G4 Notebook PC, HP EliteBook 850 G5 Notebook PC, HP EliteBook 850 G6 Notebook PC, HP EliteBook x360 1020 G2 Notebook PC, HP EliteBook x360 1030 G2 Notebook PC, HP EliteBook x360 1030 G3 Notebook PC, HP EliteBook x360 1030 G4 Notebook PC, HP EliteBook x360 1040 G5 Notebook PC, HP EliteBook x360 1040 G6 Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP EliteBook x360 830 G6 Notebook PC, HP ProBook 430 G5 Notebook PC, HP ProBook 440 G5 Notebook PC, HP ProBook 445R G6 Notebook PC, HP ProBook 450 G5 Notebook PC, HP ProBook 455R G6 Notebook PC, HP ProBook 470 G5 Notebook PC, HP ProBook 640 G4 Notebook PC, HP ProBook 640 G5 Notebook PC, HP ProBook 645 G4 Notebook PC, HP ProBook 650 G4 Hex Core Notebook PC, HP ProBook 650 G4 Notebook PC, HP ProBook 650 G5 Notebook PC, HP ProBook x360 440 G1 Notebook PC, HP USB-C Dock G4, HP USB-C Dock G5, HP ZBook 14u G5 Mobile Workstation, HP ZBook 14u G6 Mobile Workstation, HP ZBook 15 G5 Mobile Workstation, HP ZBook 15 G6 Mobile Workstation, HP ZBook 15u G5 Mobile Workstation, HP ZBook 15u G6 Mobile Workstation, HP ZBook 17 G5 Mobile Workstation, HP ZBook 17 G6 Mobile Workstation, HP ZBook Studio G5 Mobile Workstation, HP ZBook x2 G4 Detachable Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06575423

© 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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