iDock C10 HP Elitebook 1040 G10 Laptop Dual Monitor Intermittent Disconnect and/or Screen Flickering

Support
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1

Hello,

I am currently utilizing a HP Elitebook 1040 14-inch G10 laptop that was provided by my work and I am having trouble keeping connection to my two MSI OPTIX MAG273R2 1920 x 1080p monitors at 165hz from laptop source. No issues from desktop source.

I have two main issues:

  1. I am unable to receive output from both monitors (either through extended or mirrored view) at the same time despite both monitors being recognized in the display settings, although it does not detect them intermittently as well.
  2. While connected to either monitor, the output would intermittently disconnect/ go black for periods of time (anywhere from 2 - 60 secs).

I have tried the following to try and address the issue:

  1. Lowering resolution and/or refresh rate within the advanced display settings.
  2. Replacing the HDMI 2.1 output cables with new ones.
  3. Replacing iDock C10 provided USB-C cable with alternative Thunderbolt 4 cable.
  4. Changing USB-C ports.

My iDock C10 info can be found below:

Serial # A24H0152
Firmware version 4.0.0
Order # 114-9604506-2543447 (Amazon)

Please let me know a if a solution is available and if any additional info is needed.

Thank you.

2

Hi Wei,

Thanks for reaching us and so sorryf or the issue.
When the two monitors connected to the iDock C10 and what are their output resolution and refresh rate?
When connected only one monitor and what is the output resolution and refresh rate?
Could you try ask your company IT guy help to check are there have new graphics card driver for your laptop and update to have a check.

3

Hi Kevin,

When I am connected to my laptop, I try to have the monitors at 1920 x 1080 resolution at 165hz refresh rate, whether it be for one or both monitors. As stated above, I have already attempted to lower both of these settings and the problem has persisted. As for the graphics drivers, I am utilizing the latest release allowed by our administrators, which is the Intel Iris Xe Graphics Driver Version 32.0.101.5763, dated for 07/08/2024.

4

I will note as well, when plugging the HDMI cable to each individual monitor from the laptop directly instead of the iDock C10, I do not have an output issue with either monitor. Because I only have a single HDMI port on my laptop, I am unable to test for dual display, but despite that I feel like the only issue is with the iDock C10 while in laptop mode. Please let me know your thoughts.

5

Hi,

If possible let the administrators check are there have another new driver version can try have a test?
Because if you has test with other thunderbolt 4 cable and also update the new driver but still cannot fix this issue and I am afraid there wae caused by any unexpected compatibility issue between our iDock C10 and your work laptop and we cannot solve it for you in a short time, then you can ask return the item and get refund.
Truly sorry for the inconvenience with you.

6

Hi Kevin,

After working with my administrators to the best of our abilities, we were unfortunately unable to resolve the issue, so I have elected to return the product and get a refund. Thank you for trying and providing your suggestions.