Touchscreen on brand-New HP envy x360 is not working

[jmarkfoleyjr]

I just bought a new HP Envy x360 from BestBuy. Out of the box, the touchscreen is not working. All I've done is Windows Updates (Windows 10). I've tried the steps listed in the solution. In my Device Manager, there is no "HID-compliant touch screen" listed. In Device Manager > Display Adapters > Intel UHD Graphics 620 > Update driver, it says, "The best drivers for your device are already installed."

Advice?

[sandytechy20 · Accepted solution]

@jmarkfoleyjr

Welcome to HP support community.

Provide the complete model number or the product number.

Check if the touchscreen is working in BIOS page.

• Turn off the computer, press the power button, and then repeatedly press the Esc key until the Startup Menu opens. Press F10 to enter the BIOS Setup Utility.

If that does not in BIOS , then this could be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[jmarkfoleyjr]

I followed your advice and contacted HP support/Chat. The technician seemed quite familiar with this problem and had my touchscreen working in no time. He had me boot to the HP recovery screen (which did work with the touchscreen), then he downloaded and installed a new BIOS. Solved!

[sandytechy20]

@jmarkfoleyjr

Good to know that issue is resolved.

Feel free to contact us in future if you need any assistance.

Cheers.

[jmarkfoleyjr]

Actually, not resolved. 😞 yesterday the touchscreen stopped working. All I did was transport the laptop from home to office and no touchscreen. I did more experimentation including following the same steps as the HP chat agent used. No go. I did more experimentation and finally when I got into the boot diagnostics (F2) and ran the touchscreen tests it started working again. However, this morning after doing nothing at all except shutting down it's back to no touchscreen.

My solution will be to return this laptop to BestBuy and get another one. If the new one does not have the problem (or if it does) I'll post back.

[sandytechy20]

@jmarkfoleyjr

You can update BIOS, chipset and graphics driver using HP support assistant.

Refer this HP document to know how to use HPSA:- Click here

Cheers.