TBT4-UDZ USB Ports Not Working on HP Win10 Thunderbolt 3 Laptop

I have an HP Z-Book running Win10 with Thunderbolt 4 and everything works fine, so the TBT4-UDZ and cables are all good. I also have an older HP Elitebook x360 1030 G2 laptop running Win10. I think it has a TB3 port.

When I plug in the x360, only the displays work. None of the USB-connected devices are recognized.


Thank you for contacting Plugable support! Sorry to hear about this issue. I’d be more than happy to assist you.

Most likely the older x360 will need various driver and or firmware updates from HP to offer better compatibility with this new dock. I suspect the Thunderbolt drivers are likely the primary cause here.

To find out what updates may be needed for certain in this case, we have a troubleshooting tool that helps us find out what is going on in situations like this. If able, please plug the dock with your devices attached to it into your computer, then go to this page and follow the instructions there:


Please note, when emailing the diagnostics results please mention ticket 398082 in the email subject line, don’t post the diagnostics here!

I can then take a look and offer possible suggestions to help resolve this USB port issue with the x360.

Please don’t hesitate to let us know of other questions.

Thanks again for contacting Plugable support and best wishes!

Joshua Henry
Senior Engineer | Product Owner
Plugable Technologies

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This is Bob jumping in for Josh, and I just wanted to provide a quick update to this thread for the benefit of any others following this topic.

In this specific case, the source of the problem was that a driver for the computer’s built-in Thunderbolt host controller was not installed. Once the necessary driver was installed, then everything worked as expected.

Please note that each support case is unique, and the solution in this case may not be applicable to others.

Should anyone else encounter unexpected behavior while using their TBT4-UDZ, the best practice is to reach out to us directly via support@plugable.com with the Amazon Order ID number for their purchase and a PlugDebug file → https://plugable.com/pages/plugdebug from their computer. That information will help us to determine the next steps.

*** Note - please don’t post that information here in our public forum ***

Thank you,

Plugable Technologies