The sound may stop working on one monitor when two (or more) monitors are connected to the dock. The audio icon status indicates the sound on the monitor is not working. This occurs on computers configured with NVIDIA Graphics Processing Units (GPU).
SUPPORT COMMUNICATION- CUSTOMER ADVISORY
Document ID: c06954150
Version: 1
HP ZBook Create G7, Firefly G7, ZBook Fury 15, 17 G7, Studio G7 Mobile Workstation PCs - Audio Stops Working on One Monitor When Two Are Connected
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 : 29-Oct-2020
Last updated : 29-Oct-2020
The information in this document applies to the following:
Docks:
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HP Thunderbolt Dock G2 with Combo Cable
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HP USB-C Dock G5
Computers:
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HP ZBook Create G7 Notebook PC
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HP ZBook Firefly 14 G7 Mobile Workstation
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HP ZBook Firefly 15 G7 Mobile Workstation
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HP ZBook Fury 15 G7 Mobile Workstation
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HP ZBook Fury 17 G7 Mobile Workstation
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HP ZBook Studio G7 Mobile Workstation
Operating Systems:
Microsoft Windows 10 20H1 (Version 2004)
To recover from this issue, reconnect the monitor to the dock. The audio will be restored.
To resolve this issue, refer to the following link to download and install the
September 3, 2020—KB4571744 (OS Build 19041.488) update. Refer to the following link for more details.
September 3, 2020 KB4571744 (OS Build 19041.488)
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Select Settings.
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Select Update & Security > Windows Update. In the Optional updates available area, you have to find the link to download and install the update.
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If KB4571744 is not listed, click Check for updates. Windows Update will download and install the updates automatically (a restart may be required).
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After the updates are complete, go back to Windows Updates and select Update history.
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Confirm update KB4571744 is installed.
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Close the Settings screen.
Hardware platforms affected :
HP Thunderbolt Dock G2 with Combo Cable, HP USB-C Dock G5, HP ZBook Create G7 Notebook PC, HP ZBook Firefly 14 G7 Mobile Workstation, HP ZBook Firefly 15 G7 Mobile Workstation, HP ZBook Fury 15 G7 Mobile Workstation IDS Base Model, HP ZBook Fury 17 G7 Mobile Workstation RCTO Base Model, HP ZBook Studio G7 Mobile Workstation
Operating systems affected : Not applicable
Software affected : Not applicable
Support Communication Cross Reference ID : IA06954150
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