Touchscreen not working after updates?

[JGates01]

Less than a month ago I purchased a touch screen HP Notebook with WIndows 10 Home 64-bit

My touchscreen worked just fine the other day.  When I shut it down it did some updates.  Today is my first time using it since the updates and my touchscreen isnt responsive.  No matter where I touch the screen, nothing happens.  I have restarted the computer, cleaned the screen- neither work.

I do not have any options to calibrate my touchscreen settings like my computer has suggested.

I really do not want to have to make phone calls or send in the laptop, I am looking for a solution I can fix on my own. 

What should I do??

[DavidSMP · Accepted solution]

Hi @JGates01,

Good Day! Thanks for taking an interest in the HP Support Forums! I read your post about touchscreen issues with the notebook after some updates were run.I will be delighted to assist you with this. 🙂

Fabulous diagnosis and superb analysis of the issue before posting.  Kudos to you on that score. It is always a privilege to work with technical specialists like you. 🙂

You are a valued HP customer and it is paramount to assist you here. We greatly appreciate you for doing business with HP.

For better clarity, I would require more information regarding this.

• Are these windows updates or other software updates?
• Did you try to update the bios by any chance do you remember?
• Please let me know the complete model# of the unit.

For now please try a system restore to a previous good known working date before the issue started and before the updates happened from this link: http://support.hp.com/us-en/document/c03327545

Please follow the option “Restore your computer when Windows starts normally” and run the system restore. Then check if it works correctly.

If it does not, we need to isolate the issue to being hardware or software related.

 Please run system diagnostics on the touchscreen to check if it works outside of windows which would determine if the issue is hardware or software related. Please visit this link for running diagnostics: http://support.hp.com/in-en/document/c03467259

Please follow the option “Running the UEFI Component Tests” then run diagnostics on the video option and the touchscreen option. If it fails please make a note of the failure code.

 If the touchscreen diagnostics do not get listed, you could try to check if the touchscreen works in recovery manager.

Steps:

• Then as soon as you power up the unit, keep tapping the “ESC” key gently several times.
• It takes you to the startup menu. Here press F11 to go to recovery manager.
• Check if the touchscreen works here. If it does not work,
• Then it is a hardware issue with the unit and it needs to be serviced.

If it works please backup your files and run complete system recovery to factory settings from this link: http://support.hp.com/in-en/document/c04758961

Please follow the option “Recovery when Windows 10 does not start correctly”

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[JGates01]

Thanks, @DavidSMP
I did the restore and the touchscreen works now!

Except we have a new problem: I cannot open either of my Web browsers 😞 I have Microsoft Edge and Google Chrome and neither will open. My internet is connected, and working just fine (I updated my drivers with a program which worked perfectly) but the Web browsers won't open. I have tried side and double clicking, waited several minutes, attempted searching the Internet with the search bar on my task bar, and have restarted the notebook.

What do you suggest I do to fix this?

[DavidSMP]

Hi @JGates01,

I reviewed the post comprehensively. Please try another system restore to an earlier time to correct the browser issues from the same link: http://support.hp.com/us-en/document/c03327545 and chose a different date to restore by trying this option “Restore your computer when Windows starts normally”

If this does not work, please try these steps:

Open command prompt in elevated mode (administrator mode)

Steps to do it:

. Open the Win+X menu, and click/tap on Command Prompt (Admin)

Then try these steps:

ipconfig /flushdns

nbtstat -R

nbtstat -RR

netsh int reset resetlog.txt

netsh int ip reset

netsh winsock reset

Now type exit and hit return.  Reboot your computer and see if this has worked.

It has been a fabulous experience working with you. 🙂 I thank you greatly for accepting this as a solution. 🙂 You've been simply amazing with your technical expertise and thanks again for giving me the privilege to share this platform with you. 🙂

I hope the unit works great and stays healthy for a long time. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

You take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂