HP Spectre x360 touchscreen dead - early failure

[quda]

Hi,

I recenlty purchased a HP Spectre x360 13-4100nn and after two days the touchscreen stopped functioning.

I already tryied all the recommended fixes:

- drivers, BIOS, OS updates

- System recovery + factory reset (http://h20564.www2.hp.com/hpsc/doc/public/display?docId=emr_na-c02638587)

- BIOS restore (https://support.hp.com/us-en/document/ish_3932413-2337994-16)

No effect ! 

Moreover, the touchscreen doesn't work in BIOS, it doesn't show up in Windows Device Manager, and the HP PC Hardware Diagnostics (UEFI) doesn't detect any "touchscreen" to diagnose, then it is unrelated to the OS.

So I suppose it's an "early failure".

I also mention that during the drivers update (with HP Assistant) at a certain point a black (text mode) window appeared and tried to update some firmware. It gave a series of errors (something like "step 1... error, step 2... error, step 3 ... error...") at the end the text became all red and "update FAILED ... press ENTER". Unfortunatelly this happened very quick, in a few seconds, and I didn't have time to learn what component/driver had tried to update. I suppose that it tried to update the display with a wrong firmware (?!?). This failed update happened some time before I detected that the touchscreen is not working, that's why I THINK they might be related.

What can I do ? 

Is it possible to restore the initial firmware of the display ? Or it is case of real hardware failure ? 

I hope a support technician will contact me on private. :smileyembarrassed:

Thanks in advance. 

[Riddle_Decipher]

@quda,

The Riddle_Decipher is at your service!

Thank you for the detailed post, that's quite impressive the way you've diagnosed the issue and I'm sorry to be the bearer of bad news but I'm afraid this is a hardware malfunction if it doesn't respond on the BIOS either, please click here to contact the HP Phone Support for a free repair (if the computer is within the HP warranty).

Keep me posted!

Regards,

[Riddle_Decipher · Accepted solution]

@quda,

keep me posted if you need any other assistance!
 

If my post was helpful to you, please click on "Accepted as Solution" to make this solution helpful to others who could be looking to resolve similar issues, I doubt everyone can be as precise as you have been but you'll never know 😉
 

Have a good day!
Regards,
 

[quda]

Hi Riddle_Decipher,

And thanks.

I already contacted HP Support in my country and they will pick up the device tomorrow for mainenance.

Regards,

Q.T.

LE: I didn't understand why they don't want to replace it. This would be normal... the laptop is only a few days "old". Maybe because this is the "law" in the EU.  

[quda]

Latest news: The Spectre came back from maintenance yesterday: they replaced the screen.  Now it works fines, the touchscreen is superb!

What concerns me is that HP Support claims that the warranty for my notebook is 1 year.  Instead, on the seller's paper is written 2 years... moreover the law in EU states that the standard warranty for such devices is 2 years!