The USB ports on the dock station do not work while the computer is docked. This is caused by a disconnection between the Thunderbolt software and the dock station.
SUPPORT COMMUNICATION- CUSTOMER ADVISORY
Document ID: c06175560
Version: 2
HP Notebooks PCs - USB Ports On The Dock Do Not Work While Computer is 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 : 29-Oct-2018
Last updated : 29-Oct-2018
The information in this document applies to the following:
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
Computers:
- HP Elite x2 1012 G2 Tablet
- HP Elite x2 1013 G3 Tablet
- HP EliteBook 830 G5 Notebook PC
- HP EliteBook 840 G5 Notebook PC
- HP EliteBook 850 G5 Notebook PC
- HP EliteBook x360 1020 G2
- HP EliteBook x360 1030 G2
- HP EliteBook x360 1030 G3 Notebook PC
- HP EliteBook x360 1040 G5 Notebook PC
- HP EliteBook x360 830 G5 Notebook PC
- HP Pro x2 612 G2
- HP ProBook 640 G4 Notebook PC
- HP ProBook 650 G4 Notebook PC
- HP ZBook 14u G5 Mobile Workstation
- HP ZBook 15 G3 Mobile Workstation
- HP ZBook 15 G4 Mobile Workstation
- HP ZBook 15 G5 Mobile Workstation
- HP ZBook 15u G3 Mobile Workstation
- HP ZBook 15u G5 Mobile Workstation
- HP ZBook 15v G5 Mobile Workstation
- HP ZBook 17 G3 Mobile Workstation
- HP ZBook 17 G4 Mobile Workstation
- HP ZBook 17 G5 Mobile Workstation
- HP ZBook Studio G3 Mobile Workstation
- HP ZBook Studio G4 Mobile Workstation
- HP ZBook x2 G4 Detachable Workstation
Operating Systems:
- Microsoft Windows 7 Ultimate (64-bit)
- Microsoft Windows 7 Ultimate (32-bit)
- Microsoft Windows 7 Starter (32-bit)
- Microsoft Windows 7 Professional (64-bit)
- Microsoft Windows 7 Professional (32-bit)
- Microsoft Windows 7 Home Premium (64-bit)
- Microsoft Windows 7 Home Premium (32-bit)
- Microsoft Windows 7 Home Basic (64-bit)
- Microsoft Windows 7 Home Basic (32-bit)
- Microsoft Windows 7 Enterprise (64-bit)
- Microsoft Windows 7 Enterprise (32-bit)
- Microsoft Windows 7 (64-bit)
- Microsoft Windows 7 (32-bit)
- 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)
To resolve the issue, perform the following options:
Option 1: If Connection Status settings not connected (Disabled):
- Click Start
- Locate and open the Thunderbolt Software application.
- Click on Not Connected.
- Locate Select the devices you wish to connect.
- Select Always Connect from the drop down menu.
- Click OK.
Figure 1. Thunderbolt Software Settings
Figure 2. Approve Thunderbolt Devices - Select the devices you wish to connect, by selecting the appropriate option from the drop-down menu.
Option 2. If the Connection Status is “Connected” and the issue still exists, download and install the following SoftPaq to update the dock firmware:
|
SoftPaq Description
|
Release Notes
|
Download SoftPaq
|
|
Intel Thunderbolt 3 Secure Connect for 2018
Version: 17.4.77.400
Revision: A |
NOTE: A more recent version of this software may be available. Check for newer versions at:
http://www.hp.com/drivers
Hardware platforms affected :
HP Elite x2 1012 G2 Tablet, HP Elite x2 1013 G3 Tablet, HP EliteBook 830 G5 Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 850 G5 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 1040 G5 Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP Pro x2 612 G2, HP ProBook 640 G4 Notebook PC, HP ProBook 650 G4 Notebook PC, HP Thunderbolt Dock 120W G2, HP Thunderbolt Dock 120W G2 with Audio, HP Thunderbolt Dock 230W G2, HP Thunderbolt Dock G2 with Combo Cable, HP ZBook 14u G5 Mobile Workstation, HP ZBook 15 G3 Mobile Workstation, HP ZBook 15 G4 Mobile Workstation, HP ZBook 15 G5 Mobile Workstation, HP ZBook 15u G3 Mobile Workstation, HP ZBook 15u G5 Mobile Workstation, HP ZBook 15v G5 Mobile Workstation, HP ZBook 17 G3 Mobile Workstation, HP ZBook 17 G4 Mobile Workstation, HP ZBook 17 G5 Mobile Workstation, HP ZBook Studio G3 Mobile Workstation, HP ZBook Studio G4 Mobile Workstation, HP ZBook x2 G4 Detachable Workstation
Operating systems affected :
Microsoft Windows 7 (32-bit) (deleted)
Microsoft Windows 7 (64-bit) (deleted)
Microsoft Windows 7 Enterprise (32-bit) (deleted)
Microsoft Windows 7 Enterprise (64-bit) (deleted)
Microsoft Windows 7 Home Basic (32-bit) (deleted)
Microsoft Windows 7 Home Basic (64-bit) (deleted)
Microsoft Windows 7 Home Premium (32-bit) (deleted)
Microsoft Windows 7 Home Premium (64-bit) (deleted)
Microsoft Windows 7 Professional (32-bit) (deleted)
Microsoft Windows 7 Professional (64-bit) (deleted)
Microsoft Windows 7 Starter (32-bit) (deleted)
Microsoft Windows 7 Ultimate (32-bit) (deleted)
Microsoft Windows 7 Ultimate (64-bit) (deleted)
Software affected : Not applicable
Support Communication Cross Reference ID : IA06175560
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