Problems with touch screen

[papatuzz]

The touch on this All-in-One just quit working. This is my 87 year old mothers computer. She uses it VERY sparingly. It's a Pavilion 21-h013w. We gave it to her for Christmas in 2014. It came with Windows 8.1 and I upgraded it to Windows 10. It still worked after the upgrade. In system it shows Touch Support with 5 touch points.

I am disabled and fix computers and phones etc to supplement my (sic) income. My mother hates to bother me when I have business so this problem went unknown to me for several months. She just recently told me because it's hard for her to use the mouse. I've been messing with it for a couple of days and still can't get it to work.

F2

I've hit F2 and ran the tests. The touch will not work. No errors or anything. It will not respond. All the other components passed.

DEVICE MANAGER

I went into Device Manager and under "Human Interface Devices" it shows:

HID-complient mouse

HID-complient mouse

I was expecting to find one mouse and...something else. Such as TouchSmart or whatever. I uninstalled the first one and the mouse stopped working. I had to force off the computer to get the mouse reinsatlled. The I uninstalled the second 'mouse' and nothing happened. I rebooted and everything was still the same.

I searched and entered "Tablet PC Settings". HP said to click "Setup". I did that and in the next step you're supposed to select either Pen or Touch Input. That page didn't appear. It went straight to a full white page and said to tap the screen if it was the touch screen or press some key if it wasn't. I tapped the screen but nothing happened. Still no response.

I've gone through the driver options for this computer but there aren't any for the touch screen under Windows 10 or 8.1.

I wnet to HP's trouble shooting page and started following all the steps. I tried to update the BIOS but was told it wasn't for her computer. That may be because I upgraded to Windows 10 but it seems to me that shouldn't matter.

I used the recovery drive I made and restored it to factory and it still did not work so I opened it up. I didn't see anything that looked loose or anything. I'm at my wits end with this but I need to get it fixed for my mother. I know on a tablet there's a ribbon cable from the digitizer to the motherboard. My mom was going to be going to bed soon so I had to get it put back together so she could use it for a while. Is there a cable for this screen? Any help anyone can give me will be greatly appreciated. My mother needs your help. PLEASE!!!

[Riddle_Decipher]

@papatuzz

Thank you for joining HP Forums.}

I'll be glad to help you 🙂

I understand the touchscreen isn't responding though you've already reinstalled the OS among the other steps you've so brilliantly performed,

And I respect you for going through all this trouble for you mom, being a momma's boy myself I know what its like and I'll be glad to help you out,

To ensure I'm on the same page as yours, did you reinstall the OS using an HP Supplied OS or a retail version from the store?

That said, the best way to identify a touchscreen failure and confirm if its either a hardware or a software issue is to:

Check 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: please reinstall windows using the recovery partition or the recovery media to fix the issue

If it doesn't work on BIOS either, it's a hardware failure and you may need to contact HP to set up a hardware repair service.

Keep me posted,

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, 

Mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[papatuzz]

Hi Riddle_Decipher. Thank you for your quick respose.

In answer to your question, I used the recovery drive I made when I first set up the computer to restore it to factory specs.

I went into the BIOS and the touch doesn't work there either, so it's got to be a hardware failure. That's very disappointing considering how little she uses it. On phones and tablets you just need to replace the digitizer when this happens to them, is this the same thing?

[Riddle_Decipher]

@papatuzz

You've done a remarkable job performing the steps suggested earlier, great work 🙂 

And don't worry, as we should be able to fix this up with a few more steps and I'll be with you until we ensure this issue is fixed.

If the computer is within the warranty period of either the factory or any extended warranties you've purchased, there would be no charges to have the parts repaired or replaced,

However, you are right as you could always replace the part on your own (if the product is no longer covered by any HP warranty) and you could get both the display assembly and the digitizer replaced via the HP Parts store after looking up the part numbers using the HP Parts Surfer.

You may also take the computer down to a local store and have them have a look at the parts that requires a replacement if you wish to confirm or compare the prices.

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

Regards,

[papatuzz]

I just went through the parts list and I couldn't find the digitizer. You said I could get the display assembly and digitizer on that page. The display is fine, it's just the touch that's no good. On phones and tablets, the LCD and Digitizer are separate entities. Is that not the same on this All-in-One? The parts list lists this part:

-N/A-

778578-002 TPK with SIBU touch, BOE panel, Lugano Interface Board -N/A- COMPLY_2.04

-N/A-

This looks like a circuit borad having to do with touch. Am I incorrect? Is this the digitizer? The parts descriptions are a bit confusing. That part is listed under SPARE BOM. Under OEM the closest thing I find is this:

704885-001 21.5- WVA,AG,WLED,250nits,LG,NZBD,RVS 1

The OEM appears to be the screen. Is the digitizer and screen one in the same. I obviously don't want to just start ordering parts. I'd like to get it correct the first time. I do appreciate your fast responses and time.

[Riddle_Decipher · Accepted solution]

@papatuzz

Thank you for the update,

I appreciate your time and efforts,

The part numbers you've posted both seem to come with the digitizer as most of the touchscreen replacements do,

That said, I found this part number using the parts surfer, matching the description of your product and this should fit in: 751675-001(Touch Panel Kit - 21.5" NZBD LG, Lugo)

Also, it seems quite expensive to go through the route of replacing the parts on your own,

as you would be making a better choice investing on a new HP computer instead, considering the various offers available these days.

It's your call and I'll be happy to help you either way.

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

Regards,

[papatuzz]

The parts I listed were not meant to mean those were what I needed. I was just saying those were what I found associated with the screen. The panel is fine as we can see everything just fine. The small logice board I pointed out and the one you pointed out could be the culprit.

On a phone and tablet, the screen has a cable attached that connects to the motherboard. I guess on these computers, they connect to a board which then connects to the mainboard. Gees.

I appreciate your time. Mom likes this computer and is used to using the mouse now, so if the parts are too expensive, she won't go that route. Maybe when the parts come down later, we'll invest some more. I'm still very disappointed in the quality of the computer seeing as she barely uses it. Some days she doesn't use it at all. It seems it should have lasted much longer because of the amount she uses it. That's not your fault. It's Hewlett Packards fault.

Thanks for your time and I'll close this now.

[Riddle_Decipher]

@papatuzz

Thank you for replying,

Considering the comments about the product quality, I have brought your issue to the attention of an appropriate team within HP. 

They will contact you shortly and likely request information from you in order to look up your case details or product serial number. 

Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

If you wish to show appreciation for my efforts to help you out,
click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[papatuzz]

I'll do that. Thanks again.