Why my USB-C external monitor does not work

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September 18, 2018

Last modified: 09/03/2023, 6:16 pm

Knowledge Base Article Troubleshooting Display HP Anyware

Description:

  • MacBook Pro 13 and 15 inch 2016 and later models have the latest display technology of using USB-C port to connect to external monitors.
  • Note: USB-C ports are the only ones available on MacBook 2016+.
  • macOS Sierra 10.12.6
  • Connect to an external monitor using the USB-C to HDMI or DVI adapter.
  • Establish a PCoIP Session using HP Anyware Software Client for macOS.

Major symptoms:

  1. When the client attempts to go full screen, it emits periodic chimes and then after a minute, quits with error. 
  2. In some cases, the display resolution falls to an incorrect one that is different than the native resolution of the monitor.

Root cause:

  • In macOS Sierra 10.12.6, the OS returns incorrect origin of the external monitor to the client, resulting in a corrupted topology that is not supported by the client.

Solution:

  • Upgrading to the latest macOS High Sierra 10.13.6 or later would resolve the issue.