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veeneck
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Loss of split screen function in Word, loss of desktop access.

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HP Pavilion All-in-One - 27-a027c
Microsoft Windows 10 (64-bit)

Greetings,

 

I bought a logitech wireless keyboard and mouse set, and it worked fine with my Pavilion computer for about a month. Then it stopped working, and on the same day, I lost the ability to open more than one file at a time on Word for Windows. I had two home screens when I originally bought the computer and I could toggle between the two, but after the keyboard debacle, the home screen where I kept my personal files has disappeared. The files themselves are still in a folder labeled "Desktop" but the desktop itself is gone. From the remaining desktop, I can open Word, but again I cannot open more than one Word file at a time. 

 

I am using my old keyboard now. I have tried to reestablish bluetooth for the new keyboard, it says it's connected but it still does not work. 

 

The touchscreen function does not work either.

 

Any help appreciated.

 

Victoria

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Flower_Bud
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@veeneck

Thank you for posting on HP Forums,

Flower_Bud is at your service.

 

As I understand, you're having Bluetooth connectivity, Touchscreen issue on your PC,

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution:

Are you able to connect to other Bluetooth devices? 

 

Let's perform a system restore to resolve the issue: 

  • Turn off the computer and wait at least 5 seconds with the computer in a full off state.
  • Turn on the computer and repeatedly press the F11 key, about once every second, until you see the Windows loading screen.
  • If a language selection screen opens, select the language you want to use to continue.
  • On the Choose your keyboard layout screen, select the keyboard layout that matches your keyboard type.
  • On the Choose an option screen, click Troubleshoot.
  • On the Troubleshoot screen, click Advanced Options
  • On the Advanced options screen, click System Restore.
  • Click Windows 8, click Windows 8.1, or click Windows 10 as the target operating system.
  • The System Restore window opens.
  • Click Next.
  • Click the restore point that you want to use, and then click next.
  • The Confirm Restore Point window opens.
  • Click Finish to restore your computer to a previous point.
  • Do not interrupt System Restore when it starts. Doing so can corrupt your hard drive and create more problems. Click yes in the warning that appears.
  • System Restore returns the computer configuration to a previous point in time and restarts.

I recommend checking if the Touch is working on BIOS (Accessed by tapping on F10 while restarting the computer). 

If it works on bios, it's a software issue, update the drivers from the HP Website

 

Attempt to run a test using the HP hardware diagnostic tool

 

Let me know how this goes,

Cheers 🙂

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VK64
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Hi, I tried everything that was listed on your reply, but none of it worked, unfortunately. Part of the problem may be that when I did a System Restore, the restoration dates that came up were all after the adverse changes took place. I would need to go back to the middle of June since I have been struggling with these problems since then. I could not see any option to use an earlier restore date.

 

Other devices, including a mouse, work on Bluetooth. It is only my new wireless keyboard that stopped working. Going into system settings and changing to tablet mode does not work.

 

Thanks for any help,

 

Victoria

 

 

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DavidSMP
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@VK64,

 

 

I have reviewed the post comprehensively. It is splendid to hear from you again. Your efforts and patience are appreciated. Your immaculate attitude, terrific temperament coupled with profound technical skills are commendable. Kudos to you for that. 🙂

 

  • Did you run the extensive hardware diagnostics on the computer with the external wired USB keyboard connected? 

For now, try these steps:

  • Connect the USB wired external keyboard and run diagnostics on the computer from this link:https://hp.care/2uoegKc  Please follow instructions from the section "Run the Extensive Test (2 hours or more)"
  • If diagnostics pass, then try to backup your important data if possible. Then perform a Microsoft push-button reset to factory settings from this link: https://hp.care/2uiBZLS If the correct on-screen instructions are selected then there should be no data loss. However, any third party apps that you have downloaded and installed (from a disc or online) should be reinstalled.

 

Then connect the Bluetooth keyboard and mouse to the computer and it should work. Reinstalling MS Office back again should do the trick for you as far as MS Word issues are concerned.

This should do the trick for you.

 

If diagnostics fail, please make a note of the failure code for the failed component. I will send you a private message to assist you with the next course of action. Please check your forum private message box next to the bell notification icon on the upper right-hand corner for a private message from me for further assistance.

 

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response. Please remember that we are not overloading you with a lot of troubleshooting steps. Instead, we are as eager as you are to get the situation corrected.

 

Let me know how it goes and you have a great day!

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 and have a blessed week ahead. 🙂

 

DavidSMP
I am an HP Employee

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