Flashing Circles and erratic mouse all over the screen on Hp Envy touch 17"

[MicheleMA]

I received the Envy for Christmas and it started right out of the box.  I don't see the HID Compliant Touchscreen driver mentioned above, so can't delete that.. any other suggestions.  It doesn't seem support has been helpful for those that have called.  I hope they release a patch for this at some point.  I have to 2 "orbs" in the upper and lower right corners of the screen.  Then there is a flashing one that overlaps the lower right "orb." Sometimes my cursor will lock on one of the orbs/circles. Everything else about the Envy I adore, but these circles are annoying.  😕

[MKazi]

@MicheleMA

Happy New Year to you! Thanks for reaching out to us on HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have a new HP Envy touch 17" laptop and it has 2 "orbs" (a spherical image) in the upper and lower right corners of the screen. One of the flashes and overlaps the other. Also, sometimes the cursor will lock on one of the orbs/circles. Thank you for describing the issue in such detail. I appreciate that.

I suggest you to check if by moving the screen lid back and forth if the orbs disappear. Also, could you look out for any damages, please?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix.

Let us run the hardware test on the touchpad and the touchscreen:

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

• Turn on the computer and immediately press the F2 key repeatedly, about once every second.

• The HP PC Hardware Diagnostics (UEFI) main menu is displayed.

Figure: HP PC Hardware Diagnostics (UEFI) main menu

• Select Component Tests.

Figure: Component Tests options

• Mouse/Touchpad - There are 2 mouse tests to determine if the mouse is functioning correctly - the Pointer Test and the Drag and Drop Test. Click Mouse/Touchpad, then select the test you want to run and follow the instructions.
• Touch Screen - Quick interactive test to determine if the touchscreen is functioning correctly. Click Touch Screen, then Run once.

Also, please let me know if the orbs are visible on the screen while you run the tests. I will wait for your response. Cheers! 🙂

[JohnReed1]

I have a similar issue now with my HP ENVY 27-p014 (27" Touchscreen all-in-one).

I thought I may have been hit with a virus or something but I have MacAfee running and it shows no errors and I ran MalwareBytes scanning and it didn't find anything.

The cursor jumps over to the left-hand side of my screen and it seems that either a single click or touch or a double-click or right-click seems to be happening in rapid succession.

As a result, a number of applications that may have icons on my desktop end up getting opened or other system applications are opened.

If I have an application open on the screen already, such as MS Outlook, the jumping around ends up opening up several emails in rapid succession.

Trying to move the mouse around to stop it is almost impossible. The cursor keeps getting jerked back to the left side of the screen and the mouse cursor disappears until I try to move my mouse somewhere else.

I have Windows 10 but I did run the UEFI Diagnostics (mine is v5.9.1.0) as suggested and the cursor jumping happens during this as well.

I tried to run the touchscreen test a couple of times.  I was not able to turn on/off a  large number of squares (70+) towards the top and middle part of my screen.  The sporadic jumping even touched a couple of the squares by itself.

The let the test run out of time and it said it was cancelled instead of showing an error code.

I was able to disable the touch-screen driver in Windows temporarily and the sporadic jumping seemed to go away but once i rebooted the drive must have re-installed and the jumping is back and I haven't even logged back into Windows yet.

Do I have a bad screen? 

And how can I turn it off/disable it permanently so I can use my computer?

I imagine it would be expensive to replace the screen as I'm out of warranty. any idea on the cost?

Thank you,

John

[MKazi]

@JohnReed1

Welcome to HP Support Forums. 🙂 I came across your post and would like to help.

I understand that you have an HP ENVY All-in-One - 27-p014 PC and the cursor jumps over to the left-hand side of the screen and it seems that either a single click or touch or a double-click or right-click seems to be happening. Due to this a number of icons/application open up. I read that yo performed a touchscreen test from the UEFI menu and it did not complete successfully as you were unable to move a large number of squares (70+) towards the top and middle part of the screen. You've done a remarkable job performing the steps. 

Disabling the touchscreen helps until the PC is restarted. Post a restart, the touch screen drivers get reinstalled and the issue persists. Fabulous analysis. Spectacular diagnosis of the issue before posting. Kudos to you for that.

The touchscreen drivers will be installed upon restart because there are a few drivers inbuilt into the Windows operating system and upon a restart, it automatically installs the missing drivers. 

I suggest you to get the screen replaced because it indicates towards a touchscreen failure. You may reach out to our HP phone support to explore the hardware service options available and how much it would cost. Alternately, you could visit the HP PartSurfer website to check part availability and their cost. Please select your region in the part surfer website and enter in the search box the PC model no: M9Z75AA.

I hope this information helps. Feel free to let me know if you have any questions. Cheers! 🙂

[JohnReed1]

I tried the HP PartSurfer website but the touchscreen is not an option I can select to purchase or even price.

[DavidSMP]

Hi @JohnReed1,

I reviewed the post and your response comprehensively. Support effort, brilliant troubleshooting and commendable resilience displayed to try and get the issue resolved. Kudos to you on that score. 🙂

As @MKazi is out of office, I am jumping in to respond here. As you could not find the touchscreen as a part to order from the part store, I request you to contact HP phone support to get the computer serviced via this link: http://hp.com/contacthp Please select the country and enter the product# of the computer. Then follow the on-screen instructions to reach Hp phone support.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

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 superb week ahead. 🙂

[CMcNeely13]

John Reed:
Did you ever get a permanent resolution to this? My HP Envy all in one is doing the same thing. Driving me crazy. 

I've turned the touchscreen off, but didn't know if you came up with a more permanent solution, aside from replacing the screen. I'm also out of warranty. 😞

Thanks in advance,

Cindy

[JohnReed1]

No permanent fix except for replacing the screen/computer. Every time we reboot the computer the touchscreen re-enables itself and we have to fight with it until we can disable the screen again. It can be very infuriating and is almost impossible to get it disabled at times.
I’m extremely disappointed with the HP quality as it seems the touchscreens all have the same flaw meant to kick in after the warranty expires. $1K computers should last longer than that.

[CMcNeely13]

I agree. My husband got mine in December of 2015 as a Christmas gift for me and this problem started consistenly in January of this year. For now, I mostly just put my computer to sleep at night, so it doesn't re-enable the touchscreen. Hopefully when I do have to shut it down, I won't have a huge problem fighting through disabling it again. I wonder if there is a way to "quick program" a certain key on the keyboard to disable the touchscreen without too much hassle? BTW, my touchscreen test failed 113 out of the 165 squares. Also, as a tip, before I found this thread, I was keeping a blank notepad open in the bottom right hand corner (where my random clicking and mouse jumping was happening) while having my other open windows minimized a bit so that notepad was always just there for it to jump to. At least that way when it jumped away from me, it wasn't opening things at rapid speed that I didn't intend to open. I guess with my next computer, I'll be sure it isn't a touchscreen. I didn't use it that much anyway. Just one more thing to fail. Good luck to you and thanks for asking the questions I needed answered. 

~Cindy

[Lighto]

Right click Windows Icon in left bottom corner, and go to Device Manager. In the tab Human Interface Device, find the one that says something about touch screen. Right click and deactive it. 😃