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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05930153

Version: 1

Advisory: HP Dock and Elite 90W Thunderbolt 3 Docking Stations - Device Manager Displays Several Hardware Issues When Computer is Docked and Undocked Rapidly

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 : 13-Feb-2018

Last updated : 14-Sep-2018

DESCRIPTION
Device Manager displays hardware with exclamation marks (yellow bang) indicating a problem with several hardware devices.
All devices attached to the dock do not function after the PC resumes from system shutdown and standby states (S3/S4) (with the exception of the external monitor).
This is exhibited when the computer is docked then undocked rapidly (when the USB-C cable is repeatedly connected and disconnected from the dock). This issue occurs because the Thunderbolt controller is inaccessible at the time the driver attempts to access it.
  • Thunderbolt (TM) controller 15D9.
  • Intel(R) USB 3.1 eXtensible Host Controller - 1.10 (Microsoft).
  • USB Root Hub (USB 3.0).
  • 12C HID Device.
Figure 1. Thunderbolt 15D9 and Intel 3.1 controllers.
Figure 2. USB Root Hub (USB 3.0).
Figure 3. 12C HID Device.

SCOPE
The information in this document applies to the following:
Docks:
  • HP Elite 90W Thunderbolt 3 Dock
  • HP Docking Station
RESOLUTION
To recover from this issue, undock the computer then reconnect it to the dock again. The drivers will have time to access the Thunderbolt controller, then Device Manger will refresh and display the devices correctly.
NOTE: Microsoft has released the following article to explain the dock limitations and how to recover from this issue. Refer to the following documentation for additional information.

Hardware platforms affected : HP Docking Station, HP Elite 90W Thunderbolt 3 Dock, HP EliteBook 840 G5 Healthcare Edition Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 846 G5 Notebook PC, HP EliteBook 850 G5 Notebook PC, HP ZBook 14u G5 Mobile Workstation, HP ZBook 15 G5 Mobile Workstation, HP ZBook 15u G5 Mobile Workstation, HP ZBook 17 G5 Mobile Workstation, HP ZBook Studio G5 Mobile Workstation, HP ZBook Studio x360 G5 Convertible Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05930153

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 restorationThe 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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