HP Support Forums
Join in the conversation.
03-28-2010 10:25 AM
Just got my tablet and am very happy with it. However, though it worked initially, I am having trouble with the pen and touchscreen, which do not respond when I try to use them.
When I checked the device manager I saw one "!" warning for Universal Serial Bus Controllers, for an "unknown device". The message when I click on it reads "Windows has stopped this device because it has reported problems. (Code 43)". Since it is the only trouble spot on a new computer, I'm hoping one has to do with the other.
I have downloaded what I think is the latest driver (sp47422.exe), but it doesn't seem to help.
Any tips on what else I can check? Thanks for whatever help you can provice.
Solved! Go to Solution.
03-29-2010 06:12 PM
I have the exact same problem and am at the point of sending it back b/c I've spent over 3 hours on the phone w/ HP to no avail. Please let me know an update on your situation.
03-30-2010 10:42 PM
I tried a brand new installation with the recovery disks but to no avail. The computer's not seeing it the touchscreen itself when I try to open a program requring a pen. Hopefully I can get them to fix it.
Good luck as well.
03-31-2010 07:33 PM
Since the reinstall didn't work I e-mailed them. They soon replied with shipping information, and after I replied with that via e-mail they replied they are going to send me a pre-paid box to ship it in and repair it for free. So it looks like in a couple weeks I'll be back in business. I just wish I hadn't already recycled my old desktop... heh.
Anyway if I understand your post, despite the time you spent on the phone they haven't offered to repair it yet. I am not particularly fond of anyone's customer service; luckily in 20 years of using HP products I've never has problems until now.
I would use the e-mail system, but just be very specific. I went to the customer support site, let it scan my computer, and went to the e-mail support page:
I pointed out there was trouble with an item in my device manager and the error code if gave me. For troubleshooting, I made sure I mention every little thing I did-- I uninstalled the suspect driver, downloaded the new driver, reinstalled it, attempted to get the computer to recognize the touchscreen, and completed the system restoration. When they asked in the form, I also pointed out this didn't happen until after I installed all of my hardware and software.
Hope this helps.
05-27-2010 12:39 AM
I have the exact same problem and followed the same steps.
Unfortunately, I am in Australia so it looks like I need to ship to the US to get the problem fixed!!
01-25-2011 11:20 AM
Same problem with me. I bought the touchsmart in October and I was very happy with it until I got this error. Im really good with computers myself and wasn't able to solve the problem on my own so I had it sent to HP since it was under warranty. So, I got it back and they said they replaced the hard drive. But the issue was fixed...for about 2 weeks. Then the same thing happened. Sent it in a SECOND time. Got it back with MORE ERRORS and they DIDNT EVEN FIX IT!
Needless to say, my blood was boiling - how are you gonna send it out for the same issue and they didnt even attempt to fix it!? I wanted a refund but it was past the return policy. So I told them I want a replacement.
I got it escalated to the managers - they told me it has to be sent in 3 times before they can replace it. I told him No, I would understand if the issue was fixed upon its return back to me the second time around, but it wasn't and I was PISSED. But he told me he could request for a replacement but it has to be approved. So, thats what Im waiting on right now.
Very unpleased with this. NEVER EVER EVER buying hp again. (Toshiba 4lyfe)
anyways, I just want this to be fixed - since I cant get my money back. and neither Hp or I can figure it out.
01-25-2011 07:17 PM - edited 01-25-2011 07:20 PM
Thank you! I sent in my computer in back in September, and got it back in November. So needless to say, the repair service was not back. A couple weeks later the tablet stopped working again. Since I am a student it is very difficult for me to be without a laptop for long, it is much faster to type notes for me than it is to write them. Plus I like windows 7 over the windows XP I have on my desktop. I have been hesitant to send in my laptop again, but since you were brave enough to complain to get a replacement I may do so also. I asked them at the microsoft store (which sells this laptop) and they said they would have replaced after once. For sure, next time I buy I will not buy first generation, or online. I am not fully against HP... yet.
Note also: The touchscreen has worked on 3 instances over the last 4 weeks (with daily use), and as soon as I changed it from laptop mode to tablet mode it stopped working (as in I turned the screen). I literally held the pen so there was a crusior as I twisted it on the last instance. So I think it may have something to do with the wiring also.
12-07-2011 07:23 PM
I have the same exact issue: trouble with the pen and touchscreen, which do not respond when I try to use them and the associated usb (code 43). The problem, for me, occurs at random when waking up the computer from sleep. Called HP and explained how it works one day and then the next it won't... and they ordered it to be picked up... They sent it back "repaired". Pc was working fine lil more than one week. Randomly I Wake the PC from sleep and the same recurring problem. So I'm on the phone again and the tech rep reinstalls the drivers, does a restore and no help from that. They are gonna pick it up a second time.
When I checked the device manager I saw one "!" warning for Universal Serial Bus Controllers, for an "unknown device". The message when I click on it reads "Windows has stopped this device because it has reported problems. (Code 43)". Also in device manager, under HID (Human interface Devices), The wacom drivers do NOT show a complete list. The following 2 pics show the PC in a malfunctioning state (shorter list of drivers and USB unknown device) and then working state(Drivers appear normal and touch interface works normal).
HP asks that you don't ship the PC with the battery... so I took it out in preparation for shipment... then I remembered to get a copy of a file I needed before it was shipped... I booted it back up and to my surprise the touchscreen was working normal and device manager showed no errors...
I was able to get a temporary fix 3 different times just by removing the battery for a few moments... The fix last several days... or hours...
So the reason HP sends it back "repaired" is because they recieve the unit without the battery and it appears to be in perfect working condition when it arrives... they may run diagnostics... but didnt really see what was the issue... soooo. My unit came back un-repaired.
Maybe they will overlook the problem a third time and be obligated to ship me a brand-new unit.