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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎10-13-2020 04:22 PM

HP Recommended
Product: Envy
Operating System: Microsoft Windows 10 (64-bit)

Hardware Support is the answer but here's what we did. This may require paid support. YMMV


I2C code 10 error & watermark issue. No touchscreen in Windows and none in BIOS. Reset Bios with Software Tech earlier did nothing.
Software tech suggested reinstall Windows. No. Next tech suggested paying for remote support. No. Transferred to HW instead of warranty.


This is a hardware support call. Touchscreen not working. Large Grey Camera like Water mark on center screen.

Removing Device Manager I2C HID error code 10 or trying driver updates fails. This has happened to 2 new Envy Laptops slightly different models.

1st time it went to HW land for repair.

After the 1st was put back up the 2nd failed after being offline for 2 days.

No Touchscreen (BIOS also) 2" Water mark on Center screen overlaying anything.

Normal support (Paid for extra 3 years) fails. Just wanted to reinstall OS.

Transferred to HP HW Tech:
Turn off. Unplug power and all USB connected devices. Wait 15 seconds.
Hold these keys for 15 seconds to discharge non removeable battery.
F5+Power

Press F2 on restart and go to diagnostic check for touchscreen and perform test. Touchscreen was working.

Test result: Success. wrote down code.
Restarted. Touch screen worked. No more watermark.

System Normal again.

 

Always ask for HW support if a part of the system fails. They are on it.

 

Normal Support in general is juvenile - most of my calls.

Ship back/forth repair warranty takes 3-6 days Fed Ex

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