KD-E20 not working with HP Elitebook 830 G11

Support
1

Hi Support team,

I have a KD-E20 and Love it! Really nice work on this unit. Very solid construction and the functionality is just what I have been looking for. Your design team did a super job.

It works perfectly with an HP Elitebook G6 (Win 10) and a Lenovo L13 G4 (Win 11). Both are Laptops. I am sharing a single Pavilion HP 34" 2K monitor HDMI 1.3. I am using two Ivanky Thunderbolt 4 cables 4.9’ long and a single HDMI to HDMI cable.

My problem is a HP 830 Elitebook G11 Win 11 laptop I just bought. When I first plugged it in - it worked perfectly and extended the display across the laptop monitor and external monitor. Then on later connections - I don’t get the external monitor. The 830 G11 has 2 USB4 ports that are also Thunderbolt 4 ports. I updated the System drivers, Windows 11, and Intel video drivers all to the latest versions and it worked again (like new) - however after the first connection when I tried to switch again it couldn’t display video output. I have tried a thunderbolt cable as short as 8 inches and I have tried a 3.3’ USB C cable - all in both USB C ports and nothing works.

Windows says the “display is not active”. I tried going into the Intel graphics command center and “enabling” the monitor - but it won’t enable.

If I switch the cable positions of the two laptops (830 G6 with 830 G11) the problem follows the G11 between inputs 1 & 2 on the KVM.

If I bypass the KVM switch to a HDMI to HDMI from the PC to monitor - that works fine on the G11 and I can drive the video monitor.

I drug out an ancient 1080P monitor and same issue (only the G11 can’t see video).

To help troubleshoot - I have ordered:

  1. top quality Thunderbolt 4 cable 3.3’
  2. top quality USB 4 cable 3.3’
  3. better HDMI cable
  4. HDMI EDID 2K passthrough dongle
  5. A Thunderbolt 3/4 cable to HDMI adapter

I will try them all out by Thursday of this coming week when they arrive and update this thread.

I can try reverting to Windows 10 on the G11? This should tell us if it is a Windows 11 issue. If Windows 10 doesn’t work I can start hammering HP for an updated system driver.

I think the KD-E20 is a relatively new product. Is there newer firmware?

Should I try a newer HDMI monitor?

I am happy to poke around in Windows Registry Keys if that would help you to troubleshoot

I also have program to dump out the EDID data if that would help you troubleshoot (MonitorInfoView.exe).

Any Ideas would be greatly appreciated as I love the product!

Thanks!

2

Hello Blake,

Thanks for reaching us and we are truly sorry for the issue.

  1. Have you tried the laptop directly connect to the power and not charging thru the KD-E20?
  2. When the first setup and the monitor work with this HP 830 G11 laptop, what is the output resolution and refresh rate on this monitor? Actually, our device can only support work to 60Hz if the monitor is 3440x1440 resolution.
  3. Have you tried unplug and replug the USB-C cable to have a check when the monitor not work after you switching again?
  4. Please try test the two new USB-C cables you ordered and check if they are helpful or not?
  5. You also can try test with another HDMI monitor if you have another monitor now.

Best Regards,

3

Hi Kevin,

New data point: I tried a Lenovo USB C docking station from work (single USB C cable for charging and data). It worked perfectly and I was able to get video over USB C with the G11. I will bring home the work docking station cable and try both the cable and a 34" Acer monitor that works at 2K@59.95Hz.

Tonight I will try a direct connect on the G11 without charging.

My HP Monitor I have been testing on runs at 2560 x 1440 @ 60 Hz - but over the dock it chooses a strange 59.95Hz as the refresh rate.

I’ll check a plug/unplug of the cable.

I’ll let you know end of the week my cable results (or whenever Amazon delivers them). I will also try the EDID passthrough dongle on the HDMI cable.

Thanks for the help!

Best Regards,

Blake

4

Hi Kevin,

Success! It is the USB C power supply going to the G11 that is causing the problem.

Apparently the G11 is more sensitive to EMI than the 830 G6 or the Lenovo L13 G5!

Since the G11 has two USB C ports I can have one charging and the other a data port going to your KVM. This configuration is tested and working.

This is not ideal - so if you come up with a software fix - OR you are able to recommend a quiet USB C power supply - I am open to trying it.

Also - I am an electrical engineer. If your team wants to send me a modified main board with a fix I will be happy to test it for you and report back if it is fixed. On the HP forums, the G11 is having a number of problems with KVM switches and now we know why. So obviously part of the problem is HP’s. If their system were less electrical noise sensitive - it wouldn’t be a problem for your KD-E20. However if you can make it work with the G11 that would be ideal.

I went back to the original cables and monitor and everything works with the USB C power supply unplugged to the #1 channel on the KVM (Channel #2 is plugged up to an Anker 735).

Tested:
Anker 735 Nano II 65W - Failed
Anker Prime 65W - Failed
Anker Charging Station 100W - Failed
Lenovo SA10R16866 45W - Failed
Aukey PA-B2 - Failed

I will try an Apple USB C charger and an HP USB C charger and report Back. I will also try some Ferrite Beads on the outside of the USB C cable to see if they help.

Have you ever tried a product from iFi called the Isilencer Max (on Amazon)? It claims to clean up the USB C PD cable signals with active noise suppression and rebalancing. Looks like it might be a cure.

Thanks for the excellent troubleshooting.

Best Regards,

Blake

5

Hi Blake,

Appreciate for your update, and has trnasferred to our engineer team.
Kindly please help use another USB-C DC power adapter less than 1m/3.3ft connect to E20 and charging for your G11 laptop then check does it still work fine and not have the issue.
And from laptop to KD-E20 is reccommend to use the 1m/3.3ft cable.
Appreciate for your time.
Best Regards,

6

Thanks for your help Kevin.

I would love to help engineering.

I will talk to iFi and see if they see a possibility their filter unit would help.

Ultimately - it is likely the problem lies with the HP G11, but your engineering might be able to filter the signal / power lines before they leave your unit.

I will try the highest quality shortest cable I can find & also some clamp on Ferrite beads around the cables.

Have a great day!

Blake