​​Fixing common issues with docks and screens​

This article provides a initial guide to identifying and preventing common issues with screens and docks, and instructions on how to fix them. If this guide does not solve your issue, please escalate your problem to the IT team through the Helpdesk.

NOTE: On first connection (or before connecting), some laptops may need a driver (small app) installing to get the screens recognised. It can be downloaded and run from  the Synaptics website. The docks will work for USB-connected devices like keyboards and mice right out of the box, and the screens may work too. Installing the driver helps make sure it works as smoothly s possible, as does running a Windows Update.

1. Check all cables inserted to the dock are attached properly, on both ends.

Cables that have not been inserted properly or knocked out after movement is the most common reason for monitors not displaying. Check if your dock power cable at the back right is properly connected and that the power cable is connected to a suitable power source. If the white light on the front of the dock is lit up, the dock has power and is turned. If not, the dock may not have power or needs to be switched on by hitting the button next to the light.

Dock power switch and white indicator light

2. Check that screens are powered and turned on.

For most screens at DA, if the screen is powered and turned on, there will be a small white or blue light just to the right of the power symbol  . If this light is not visible, ensure that the screen is turned on by clicking the small button directly below the power symbol  . If the light is still not visible, then there is likely a problem with the screens power cable.

3. Ensure the screen has an active power supply.

Check that the power cable (indicated in the image below) is securely inserted to the screen and the other end of the cable is connected properly to an active power supply. This cable may vary in appearance for different screens, but will always have the opposite end terminate in a power plug.

Power cable insert

Power cable plug

4. Restart the dock

Restart the dock by unplugging and leaving the dock without power for 10 seconds before reinserting the power cable. The dock can be considered a "mini computer" and can be restarted to solve simple issues in the same way as a regular computer. To restart the dock, pull out the power cable at the back, circled in the picture below. Generally, this cable will be the last cable on the right of the dock. Leave the cable unplugged for about 10-15 seconds so the internal circuits completely shut down and ensure a full reset.

5. Restart laptop

If the above cable connections and dock reset steps have been completed and the screens are still not connecting, the issue may be caused by the laptop and not the dock or screens. Disconnect your laptop USB-C cable from the dock, shut down your laptop, wait 10 seconds then reconnect it and turn it back on.

6. Submit a Helpdesk ticket

If you have tried the above steps and your dock/screens are still not working, please submit a ticket to the Helpdesk for assistance from IT.

USB-A vs USB-C

For your general IT equipment learning, the cables used to connect laptops to docks use USB-C, but have a USB-A adapter, attached to the cable by a plastic string, to enable connection to laptops that don't have USB-C. All HP laptops given to staff will be able to use the USB-C and will not require you to use the adapter. In the image below, the USB-C cable has been circled in green and the USB-A adapter is in red. When connecting to the dock please insert the green cable and leave the red adapter unattached.

If you do need to use an older USB-A style of port on an older computer, plug the pictured USB-C connector in green into the back end of the USB-A adapter in red, then connect that USB-A plug into the laptop.