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Rich2557
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Bluetooth device driver and touch screen driver missing from Device manager

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HP Pavillion All in one model 24 b010
Microsoft Windows 10 (64-bit)

Quick specs: Windows 10 ver 1909,  Processor AMD A9-9410 Radeon R5, 5 Compute Cores 2C +3G 2.90 GHz, 8 GB, 64-bit operating system, x64-based processor. About screen also states "No pen or touch input is available for this display"

 

Issues: When originally purchased, the touch screen on this computer worked perfectly fine. Now the touch screen function does not work at all.  Additionally, when first purchased, the Bluetooth drivers worked fine, allowing me to add items such as a keyboard and printer.  I cannot now add any additional Bluetooth items (headphones). When I try to add an item I receive the message "Please turn on Bluetooth". But it's on.  My HP wireless keyboard works.  When I ran the troubleshooting report for the Bluetooth it was detected (with yellow triangle trouble symbol) and the message stating this "System is not capable of using Bluetooth" But again, my wireless keyboard works. This issue was unresolved and then my hard drive crashed (5 years old it just wore out). The Geek Squad restored the computer and installed a new hard drive.  They said they could not get the touch screen to work stating they believe a capacitor went bad.  I find this hard to believe since the computer still functions for everything else except touch screen and (I guess partial?) Bluetooth.  I went to look at the drivers in my system.  On-line web advice says to uninstall and reinstall drivers. However I do NOT have device drivers listed for either Bluetooth or Touchscreen (which should be listed under the Human Interface section). I tried to select to view hidden files -- no luck they're not there. I am curious if the fact that I am operating under a 64-bit OS versus 32 could be a factor. In any case how does one install a Bluetooth device driver and the touch screen driver when I can't seem to get around the instructions directing me to uninstall the old drivers first?  Or is my machine really defective in some way? This is very puzzling.

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TEJ1602
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Message 2 of 6
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@Rich2557, Welcome to HP Support Community!

 

Does the touch screen work in BIOS mode?

 

Perform an extensive system test to isolate the issue further. Here is how you do it-

 

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second.

When the menu appears, press the F2 key.

3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

4. Click the Extensive Test.

5. Click Run once, or Loop until error.

While the test is running, the time remaining and test result for each component are

shown on the screen.

6. If a component fails a test, write down the failure ID (24-digit code) so you have it

available when you contact HP Customer Support. The information is also available in

Test Logs on the main menu.

 

Keep me posted. 

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

TEJ1602
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Rich2557
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Sorry, I did not see the fine print on your e-mail and tried to reply to that directly via e-mail and not the community.

I did as you suggested however I could only get into bios mode by selecting the power off and restart option under settings. Simply hitting the off switch, restarting and pressing escape repeatedly did not work. I also could not find a systems test function after pressing f2. I have version 1.24.0.0 bios. Only options are memory test, hard drive test, language or exit.  Touch did not work in bios.

I went back to bios several times and took a picture of the bios screen. I'll include that but I don't seem to be able to do as you suggest. Maybe I have the wrong bios? Don't know how that would happen. This is the first time I've looked at the bios.

 I took pictures of the bios info and the F2 screen but cannot attach them (already tried and seem to have lost earlier message).

 Bios screen info follows: 

Manufacturer  HP

Product name 24-bo10

SKU number V8P37AA#ABA

Serial Number 8CC6520BNV

Born On Date 03/15/2017

System Board ID 81B9

System Board CT Number PFPRDOA8J570TT

Bios Revision 81B9

Bios Date 05/22/2019

Processor Type  AMDA9-9410 Radeon R5,5 Compute Cores 2C+3G

Processor Speed 2900MHz

Memory Size  8192 MB DDR4/ 1866 MHz / Single Channel

  I am concerned that the Bios date is 2 years later than the born on date. I have never played around with the bios.

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TEJ1602
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 @Rich2557

 

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, if the issue persists: please reinstall windows using the recovery partition or the recovery media to fix the issue

 

Also, you can attempt to run a test using the HP hardware diagnostic tool,

 

Keep me posted for further assistance. 

TEJ1602
I am an HP Employee

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Rich2557
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I have done the things you recommended. Touch screen does not work in the bios mode either.  I  then downloaded both drivers for Bluetooth and touch screen from the HP support website via the HP support assistant.  I ran the install on Bluetooth ( I used the INTEL Bluetooth driver). Then I went to the device manager but did not see the driver listed there. I assume it should appear in device manager automatically.  Then I tried installing the touch screen driver.  There were two and I used the one for HP Pavilion 27. When I tried to install that an error message occurred stating something to the effect that the driver was for an ILTEK not IC (sorry I didn't write that down exactly as it appeared).  Likewise that driver did not appear when I went to device manager.  As far as I can tell, the issue I have comes from either having a later updated version of bios installed (it is 2 years older than my computer's born on date -- and I did not install it) or the Geek Squad guys are correct in that somehow my computer burnt out a capacitor in the motherboard on or about August of last year and will no longer function for bluetooth or touch screen input. I have a USB "dongle" inserted in my system that was for the mouse. But my HP Bluetooth keyboard still works. I just cannot add additional Bluetooth accessories. Scratch part of this...my keyboard is an HP KG-1450. Just looked it up. It may be wireless, not Bluetooth? Does this information help? 

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TEJ1602
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@Rich2557

 

Try updating the computer - 

 

Step 1 Windows Updates - 

1) In the search box, type, and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer. 

 

Step 2 HP Support Assistant Updates - 

1) In the search box, type, and open HP Support Assistant. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer. 

 

If the issue persists, please reach out to the HP Support in your region regarding the service options for your computer.

 

Hope this helps!

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

TEJ1602
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