HP ENVY 27-p014 touchscreen not responding in various areas

[trexas_mom]

I purchased my All-In-One PC around 2/2016. About 4 or 5 months ago I noticed the touch screen was not functioning in certain areas of the screen. I changed my password (since I was using a photo, no big deal). I decided to play a game using touch screen, this is when I first began troubleshooting. I have not seen any solutions that seem to work. I have grown extremely agitated with HP since I have read that this issue has been going on for a while and no one has taken the time to correctly identify the problem. NO I do not wish to invest several hours of my time reading hundreds of posts that do not apply to my situation. I have tried to remove the Human Interface Device/HID-compliant touch screen. I have tried update drivers. I have tried to recalibrate my touch screen (and for the record, it does no good to calibrate only the corners)... I have rebooted, unplugged the device from the wall/chord, etc... None of these things has helped me. I was about to update the BIOS, but the instructions did not match my operating system, so that was no good!!! WHAT IS WRONG WITH MY BELOVED COMPUTER AND WHY IS THIS PROBLEM NOT BEING RESOLVED???? I am a die-hard HP consumer! I will only buy HP products, i.e. laptops, printers, desktops, monitors, mouse, keyboards, speakers,cd/dvr device, jump drive,  the list goes on and on with me!! What I do not appreciate is the device not performing and no one from HP helping the thousands of loyal consumers. This is not just my problem... trust me I have been reading post after post of disappointed consumers! When will someone in technical support help us???

[DavidSMP]

Hi @trexas_mom,

Good Day. Thank you for taking an interest in the HP community. I understand that you require assistance regarding touchscreen issues on your computer. I will be really glad to assist you here. 🙂

Fabulous description and superb diagnosis of the issue before posting. Kudos to you for that. )

For better clarity and to assist you better I would require more information regarding this:

• Did this happen after a recent software or Windows update?
• Did it occur after a power outage or surge? Do you remember?

For now please try these steps:

• Reset all power plans to factory defaults and then select high-performance option power from power options from this link: http://hp.care/2rUUbXB
• Right-Click on start button> click device manager> expand display adapters>then select the display drivers that are listed and right-click on it and uninstall the drivers.
• Check the box that states delete the software for this device.
• Then restart the computer and update the bios and graphic drivers from this link: http://hp.care/2yqyK6m and follow the on-screen instructions.
• The bios listed is for Windows 10 although it states that it is from 2015. It has been tested by HP several times successfully before being uploaded to the HP support site.
• Then check if the issue gets fixed. If it does not, please run the touchscreen diagnostics from http://hp.care/2wr1AAN and check if it passes. Follow the option under Component tests.

• Although these diagnostics are for a notebook, the steps are valid even for an AIO desktop.
• Please check if the touchscreen tests get listed and run them. If it fails, it will display a failure code. Make a note of it.
• This will clearly isolate the issue to being hardware or software related.
• If the touchscreen diagnostics pass, Please perform a Microsoft push button reset on the computer from http://hp.care/2toQrBj   and this should fix the issue for you. This does not cause data loss.
• For further assistance, please follow the relevant steps from this link: http://hp.care/2f1FyjA that best match your current situation.
• Then check if the issue gets resolved. If the computer has no hardware issues, it should get resolved.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

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. 🙂

[trexas_mom]

David, Thank you for so diligently offering help. However, every single thing that I did (and I did do everything you suggested, which was time number 100, or it felt like because I was trying to exhaust ever avenue before I contacted customer support... I attempted to take a photo for you so that you could see the area that is affected... No luck there. I am also not given a "failure ID" when I attempt to complete the component tests. Time simply runs out and I am left still trying to slide the pieces around or trying to swipe my finger across or tap the block away. This is so incredibly sad. I am a Cyber Security Major working on my masters. The very idea that I buy a high dollar tool that does not function properly sickens me... Let me know when you come up with a more definitive solution... PS all the hard resets and uninstall of drivers, audio and bios is not fixing this... What I find strange is that the HID-Compliant Touch Screen driver is said to be working perfectly, but it is not. Also, when calibrating a screen, why would one focus on the inner and outer corners of a screen and think this would suffice? Just things that make one go, HMMMMMMMM.

Regards,

Toni

and I hope to hear from you very soon!

[DavidSMP]

Hi @trexas_mom,

I read this quick response completely. You've done fabulously well displaying great credentials and a superlative tech-savvy person. You've also displayed immaculate patience and perseverance to try and resolve the issue. Kudos to you for a job well done. 🙂

There is more to it than meets the eye. The computer's touchscreen might have an issue here as the tests also don't complete correctly. All these steps point towards a hardware issue with the touchscreen.  It is best that you contact HP phone support to send the computer for service where a complete quality check is done and the situation corrected by competent HP technicians.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

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 it goes. 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. 🙂

Cheers!

[trexas_mom]

David, 

While I appreciate your help, this does not really help my current situation. I am not in the position to pay to ship the device back to HP. From all that I have been reading, this is not a single incident. I am working on my master's in cyber security. There is no way that I can take a break from my school life to return a device that HP knows has a "known" issue. I am giving you Kudos in this email... your efforts were outstanding but the solution you provided me with is not so much so... I do hope you understand.

-t 

[DavidSMP]

Hi @trexas_mom,

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any. 
You should be contacted within 4 business days (Excluding holidays & Weekends). 

Response times may vary by region. 
Please send a Private Message, if you aren’t contacted within 4-5 business days.

Take care and have a blessed weekend ahead. 

[sunshineschool]

Hi all, have you found a solution to the ghost touch issue?  We have 25 of these HP Envy 27-p014 in our classrooms and about 10 of them are having this issue.  Tried updating HP drivers and reinstalled the latest Windows 10 fall release but nothing helped.  would you please share with us your fixes if you have one? thanks in advance.

[trexas_mom]

Hi SunshineSchool,

I am sorry to hear that 10 of your PC's are having issues. I did everything on my part to correct the and I am sad to say it is a hardware matter. This is a known issue and HP was kind in helping me. They were really great. They sent me a box to return the item and I got it back within about 7 or 8 business days. The rep that contacted me initially called me to followup with me that everything was working the way it should after I received the device from them.  I will always purchase HP products. They monitor these message boards so contact the person that worked with me and maybe he can expedite your case to get them repaired. Good Luck!

-T

[trexas_mom · Accepted solution]

HP Envy AIO 27-p014 with touchscreen issues may require service. There is a known hardware issue that causes the touchscreen to malfunction. Updating drivers may fix issue, if not contact support. They are aware of the issue and work diligently to resolve issues.

[ajlowe]

This post just solved the problem for me.

https://h30434.www3.hp.com/t5/Desktop-Hardware-and-Upgrade-Questions/How-to-permanently-disable-touc...

I forced the driver for the touch screen to map to an audio driver. The breaks the touch screen but makes the PC usable again.