Wrong driver being used for monitor on All In One

[ChrisJC1]

This computer recently lost it's touchscreen ability as well as it's video camera functionality. I've run through every type of virtual assistant and help process available. I believe the problem is that a Windows update started using a Generic PnP driver for the monitor. In the Device Manager there is no entry for a Touchscreen under the HID section, nor is there a Camera section listed. It is impossible to reach anyone at HP for support. Anybody have any suggestions?

Thank You.

[praveen196]

@ChrisJC1 Welcome to HP Community!

I understand that the wrong driver being used to monitor for HP All-In-One - 24-G224.

Please perform the below steps and check.

Use the following steps to add or update the monitor driver files for Windows:

1. Use an installation disc:

   • If your HP or Compaq monitor came with an installation disc, insert the disc and follow the on-screen instructions. You are done.

   • If you do not have an installation disc, continue to the next step.

2. Check HP Customer Care to see if a driver is available for your HP or Compaq monitor:

   1. Go to the Get software and drivers - Select your operating system page.

      NOTE: 

      If the main Get software and drivers page opens, type the exact model name of your HP or Compaq monitor in the field provided, and click Next.

   2. Click the name of the operating system on the computer.

      If the operating system is not listed, a driver is not available. Skip to Step 3.

   3. Look through the list of available software updates and do one of the following:

      • If a monitor driver is available from the list, download and install the driver. You are done.

      • If a monitor driver is not available, download and install HP My Display or HP Display Assistant. You are done.

      • If a driver, HP My Display software, or HP Display Assistant software is not available, continue to the next step.

3. Open Device Manager:

   • In Windows 7 and Vista, click Start , type Device Manager in the search box, and select Device Manager from the menu.

     If prompted with a User Account Control message, click Continue.

   • In Windows XP, click Start, right-click My Computer, click Properties, click the Hardware tab, and then click Device Manager.

4. Click the plus sign (+) next to Monitors, and then double-click the name for the monitor (Generic PnP Monitor or similar).

   Figure : Generic PnP Monitor listing in Device Manager

   

5. Click the Driver tab, and then click the Update Driver button.

6. Select Search automatically for updated driver software to have Windows search the computer and the Internet for the latest driver software,

    or 

   If you have a driver disc, select Browse my computer for driver software.

   NOTE: 

   If you are using a non-HP monitor and it came with software, install the driver that came with your monitor.

   A window with a Browse button opens.

   1. Click Let me pick from a list of device drivers on my computer.

      An Install From Disk window opens.

   2. Insert the disc into the removable media drive.

   3. Type the drive letter in the Copy manufacturer's files from field.

   4. Click the Browse button.

   5. In the Local File window, double-click the folder name that contains the monitor driver.

   6. Click the Open button.

7. Click Next, and then click Finish to change the driver.

   The monitor driver is installed.

Please refer to the following link.

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[ChrisJC1]

Hello Praveen196,

Your reply did not help. For number 1 - I  do not have an installation disc. HP didn't provide one with the computer. For number 2 - the link you provided is dead. Is this an old generic response?? For number 3 - I had already tried that. First of all, the computer should not be using a Generic PnP monitor driver for the display because it is an all-in-one. It should be using an HID driver that for some reason has disappeared. If I update the Generic PnP monitor, it tells me I have the latest. 

Somehow this computer lost the driver necessary for it's own built-in monitor. I believe it was due to HP not providing Windows with the proper code for them to use in a Windows update and as a result after an update the driver disappeared and the touchscreen and camera stopped working. There must be a way to get the original drivers back for this computer.

[praveen196]

@ChrisJC1

Thank you for the update.

Try updating the computer, this will install the latest updates -

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

Step 2 Install updates using HP Support Assistant

1. In the search box, type, and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

If the issue still persists, please perform the system reset.

Have a nice day!!

[ChrisJC1]

Hello Praveen196,

I ran Windows update. There was one recent update available. I installed that and restarted and the problem remained.

I used HP Support Assistant to check for updates and there were none available.

I don't really want to do a reset as that seems like a drastic step to take. I do see that the HID driver for the touchscreen has returned, but it is invisible. It's properties show that the 'device is not connected to the computer'!! How can that be? It is an all-in-one. The same situation exists for the built-in camera. See the attached screenshot. Is there any way to correct this without a reset?

[praveen196]

@ChrisJC1

Thank you for the update.

Please follow these steps to see if you can enable the Touchscreen: 

• Open up the Device Manager
• Find “Human Interface Devices”
• Expand “Human Interface Devices”
• Right-click on “HD-compliant touch screen.”
• Click “Enable" (if available)
• Restart your Notebook PC. 

If this does not seem to change anything, please use the System Restore feature and pick a date that was before the issues started. 

To use System Restore in Windows 10:

• Go to the Search
• Type Control Panel
• Click Control Panel
• Click System
• Click System Protection
• Click System Protection Tab
• Click System Restore
• Click Next
• Choose "Choose a different Restore point"
• Click Next
• A box that says "Restore your computer to the state it was in before the selected event" will pop up
• Choose the event
• Click Next
• Click Finish
• Click Yes to Confirm

When the System Restore is finished, you will get a pop up that says it has been completed.

If the issue still persists, Please rollback the drivers and check for the issue.

Have a nice day!!