Using the HP PC Docks and Displays Diagnostics App
The HP PC Dock and Displays Diagnostics Windows app
is designed to diagnose common problems associated with
supported HP docks and displays in a Windows-based environment.
The HP PC Dock and Displays Diagnostics Windows app
is available for download
from the HP PC Diagnostics home page.
You can use the app to troubleshoot situations
such as when your computer wakes from sleep
and it is connected to the dock,
your monitor does not turn on.
Running a diagnostic test via the app
might enable you to fix this and similar device issues.
To do this, in the Search field,
type HP PC Docks and Displays Diagnostics Windows.
Then, select the application of the same name that displays.
The app automatically runs a basic system and device scan,
and discovery checks on the connected dock and monitor.
When the detection process is complete
it provides a graphical interface with clickable icons
to indicate what devices are
connected to the computer and to the dock.
If no alerts display next to the clickable icon
for the external monitor,
then the monitor is not the cause of the problem.
An alert displaying next to the connected dock icon
indicates that the device could be the cause of the issue.
Click the HP Thunderbolt 3
Dock G2 icon for more information.
The app provides tabs to check for any error reports,
troubleshooting options, or available updates.
The Info tab displays by default
and provides product and status information.
In this case it also displays an error report for the dock.
Select the Troubleshooting tab
to check for troubleshooting checks
and information to diagnose and solve the problem.
The Troubleshooting tab offers options to
disable or enable the device,
run a health scan,
or access service advisories
associated with the device error.
If an issue persists after running diagnostic tests,
you might need to run a firmware update on the device.
The Updates tab displays only
if a firmware update is available for the device
and this is the case here.
Select the Updates tab.
Click the Dock Firmware Update button.
Note the information about the flash tool window location
and click OK to continue.
Note the update warning
and then click OK to start the firmware update process.
The app searches for available firmware updates for the connected devices.
If an update is available,
the app will provide a link to access the
required firmware .exe for the device.
Download the executable file and run it on the system.
Then restart the computer and check the device in the app.
If the issue is solved after running a firmware update,
the clickable icon for the device
will no longer display an alert.
Now, when the computer wakes from the Sleep mode the monitor should turn on.
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