Click pad gets "stuck" when my new ENVY X360 is not on an even hard surface

[TalalATL]

since I got this new ENVY X360 (bought through the HP website), the Click pad (touch pad)  malfunctions whenever the notebook is not on a flat hard surface like a table or desk. In that case, The pad seems to have the left click stuck, as if there is no room under it to be pushed down when I want to do the physical click, also tapping on it doesn't release the left click either; and the left click continues to be activated until the position of the notebook is adjusted.

This problem occurs if I hold the notebook in my hand, if I put it in my lap or even if it's on a table and there is a pen or a cord under one of its sides.

I called Hp smart fried and the agent spent over an hour remotely checking and updating everything including:

- Install a different more updated new drivers for mouse pad

- confirmed that the BIOS is up to date

- updated windows to the current version Update

- download the more recent Intel drivers from the Intel website

I have had the same problem with a previous SPECTRE x360 and exchanged it for the ENVY but it seems to be worse with the new one. 

Has anyone encountered a similar issue? any input is appreciated.

[Echo_Lake]

@TalalATL

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help,

I appreciate your efforts to try and resolve the issue. this sounds like hardware related issue with the touchpad and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

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.

[TalalATL]

Thank you for your comment, I was told by Hp customer service and smart friend associates that this is a hardware issue, and that the notebook will need to be serviced.

However,  my concern is if this is a common issue with ENVY and SPECTRE products. For me, this is the second notebook I’m having to send for service in a 3 months period, if I’m likely to have the same issue with my next HP computer, I’d rather get a DELL or Lenovo which I haven’t heard people had to return two of these laptops in such a short period of time. 

I need my laptop for work, I’m a physician specialized in epilepsy, and I monitor patients for seizures remotely so I need a reliable laptop to do my job and not compromise patient care. 

So if anyone can help with input about this it would be great. 

[Echo_Lake]

@TalalATL
Thank you for posting back.

I have brought your issue to the attention of an appropriate team within HP. They will 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 (serial numbers and case details).

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