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ChrisJC1
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Message 1 of 17
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All-in-One lost touchscreen ability and camera

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HP All-In-One - 24-G224
Microsoft Windows 10 (32-bit)

This computer recently lost it's touchscreen ability as well as it's video camera functionality. I've run through every type of virtual assistant and help process available. I believe the problem is that a Windows update started using a Generic PnP driver for the monitor. In the Device Manager there is no entry for a Touchscreen under the HID section, nor is there a Camera section listed. It is impossible to reach anyone at HP for support. Anybody have any suggestions?

 

**This is a continuation of my original thread (https://h30434.www3.hp.com/t5/Desktop-Video-Display-and-Touch/Wrong-driver-being-used-for-monitor-on...) which I had been unable to get back to for several months. None of the responses provided by the tech were helpful.

16 REPLIES 16
The_Fossette
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Message 2 of 17
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@ChrisJC1

 

I reviewed your post and I understand that the touchscreen and the camera are not working on the computer.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you perform a test on the webcam and the touchscreen following the steps in the below article to make sure whether it is a hardware or a software issue.

 

https://support.hp.com/in-en/document/c03467259

 

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

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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ChrisJC1
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Message 3 of 17
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Hello,

 

I ran both the standard test and the extended test and they both passed.

 

Now what?

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Echo_Lake
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Message 4 of 17
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@ChrisJC1

Thank you for posting back. 

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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ChrisJC1
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Message 5 of 17
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If you read the thread that was linked in the first post you would see that someone already recommended trying the updates. It didn't work. The problem is that the wrong drivers are loaded and updates do not fix the problem. Why can't anyone understand this?

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The_Fossette
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Message 6 of 17
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@ChrisJC1

 

I recommend you perform a system restore back to the date when everything was working fine on the computer.

 

Refer to the below article for detailed steps.

 

https://support.hp.com/in-en/document/c03327545

 

Let me know how it goes.

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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ChrisJC1
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Message 7 of 17
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There are no restore points from before the issue started. Why can't someone just tell me how to install the correct HP drivers that were overwritten by a poorly tested Windows update.

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The_Fossette
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Message 8 of 17
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@ChrisJC1

 

The touchscreen uses the Windows built-in drivers. I recommend an HP cloud recovery following the steps in the below article and check if it helps.

 

https://support.hp.com/us-en/document/c06162205

 

Let me know how it goes.

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

 

 

The_Fossette
I am an HP Employee

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ChrisJC1
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Message 9 of 17
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I was trying to avoid wiping the drive. If I do need to do that why would I spend hours upon hours downloading the recovery software onto a usb drive instead of using the built-in recovery partition?

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The_Fossette
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@ChrisJC1

 

You can also go ahead and use the recovery partition available on the computer to reinstall the operating system on the computer.

 

Let me know how it goes.

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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