Touchscreen not showing in Human Interface Device, but should be!

[obiwan44]

Had my All in One PC for some months now but I only came to try and use touchscreen recently to find it didn't work. Checked the specification on the HP website and my model says it has touchscreen, but if I look on Human Interface Device, it doesn't show as an option.

Also, if I look in windows at "view pen and touch" it says no pen or touch is available for this display. I'm not 100% sure it's ever worked but I knew when I bought it touchscreen was a feature of this PC so believed it was there if I ever needed it.

Hardware fault?

Any clues anyone? Thanks

[Echo_Lake]

@obiwan44

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?
• Did you make any changes on the settings of your PC prior to the issue?
• When was the last time it worked fine?

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

BIOS default:

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer. 

If the issue persists, follow next steps.

1. In Windows, search for and open Device Manager.

2. Click Action on the top of the Windows.

3. Select Scan for hardware change.

4. The system should reinstall the HID-compliant touch screen under Human Interface Devices

5. Restart the laptop.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[obiwan44]

Hi.

Thanks for your reply. The answer to your initial questions:-

• Did this happen after a recent window or software update? - NO
• Have you made any hardware/software changes? - NO
• Did you make any changes on the settings of your PC prior to the issue? - NO
• When was the last time it worked fine? - It has never worked as far as I am aware

I've also tried the BIOS method and that didn't work (but I'll have another go anyway right now!) and I regret to say the method of scanning for hardware changes in Device Manager hasn't worked either. Any other suggestions would be much appreciated.

Thanks

[Echo_Lake]

@obiwan44

Thank you for posting back. 

Let's perform Microsoft System Restore returns your computer to the files and settings from the restore point. Your personal files and documents are not affected.

You can also undo a System Restore if the restore does not resolve the issue or if the issue becomes worse.

Click here: https://support.hp.com/in-en/document/c03327545

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[obiwan44]

Hi Echo_Lake

I've just completed the System Restore as you suggested and I'm afraid that's had no affect at all. Checked Human Interface Devices under Device Manager and Touchscreen is still not showing as an option. 

Any other suggestions? 

Thanks for your ongoing assistance.

Greg

[Echo_Lake]

@obiwan44

Thank you for posting back. 

Not to worry, I've got a few more steps to isolate the issue. 
Perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[obiwan44]

Hi Echo-Lake

Ok, so I did everything you said, which included numerous new updates for Windows 10, but still no luck. I've checked Device Manager and there's still no sign of the TouchScreen option showing under Human Interface Devices. 

You must be running out of ideas! 

Thanks

[Echo_Lake]

@obiwan44

Thank you for posting back.

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows)You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[obiwan44]

Hi Echo-Lake

Well I've done a full system reset and still no joy. It is obvious that there is a problem with this PC so I guess I'll have to progress a warranty claim.

Tha 

[Echo_Lake]

@obiwan44

Thank you for posting back. 

Since you have already tried most of the troubleshooting steps to resolve this issue,

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.