Ghost Touch only when AC Adapter plug in

[Profesore8]

We bought for our company 4 pieces of HP Spectre 13 AE013 (2019) laptop.

Unfortunately there is the same problem with each of them: when laptops are plugged in and we touch a display with a finger, ‘ghost touch’ appears and several points are simultaneously touched on a screen.

What is interesting, when second hand touches a case or a palm-rest, the problem stops. 

This problem does NOT appear when operating on a battery only (AC adapter not plugged in).

We have observed exactly the same problem with each of the laptops. 

This issue appears both when using Windows and when entering Factory Diagnostics Mode (BIOS).

Can anyone help us solve this? We don’t want to send them to warranty service as we really need them.

[Raj1788]

@Profesore8

Welcome to the HP Community

Could you please help me with the exact product number of the laptop

I suggest you update the BIOS and Graphics driver using the below link.

Click here: https://support.hp.com/us-en/drivers

If the issue persists, Delete the HID from the device manager.

1. Start Control Panel, click Hardware and Sound, and then click Device Manager.  

2. Expand the node that represents the type of device that you want to uninstall, right-click the device entry, and click Uninstall.  

3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.  

4. When the uninstall process is complete, remove the device. 

5. Restart the computer.  

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[Profesore8]

Hi Ray1788, 

Thank you for your interest in the topic. Our technicians started with updating BIOS, Firmware and adrivers. But ... 

1) The problem occurs on various operating systems ( Win / Ubuntu ) 

2) The problem occurs in factory diagnostics 

3) The problem only occurs on the power supply (the device works correctly on the battery) 

On the forum we also found the manual of a hard reset device that we made. It also did not help 😞 

[Echo_Lake]

@Profesore8
Thank you for posting back. 

I have a few troubleshooting steps, you could perform to isolate the issue:

Let's run the hardware diagnostics test on battery and Charger:

Use the following steps to open the Component Tests menu.

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
3. On the main menu, click Component Tests.
4. The Component Tests menu displays. Your Component Tests menu might be different, depending on the components installed on your computer.
5. To run both tests simultaneously, in the Component Tests menu, click Power Source, and then click Run once. Each component can also be tested individually.

AC Adapter Test:

The AC Adapter test provides an interactive test to determine if the AC power adapter is functioning properly. A good battery is required for this test. Before running the AC Adapter Test, HP recommends verifying that your computer can receive power by connecting a known working AC adapter.

Follow these steps to perform the AC Adapter Test.

• In the Component Tests menu, click Power, and then click an AC Adapter Test.
• Click Run once.
• The AC Adapter Test begins.
• When the test is complete, the results are displayed on the screen.

Battery Test:

Follow these steps to perform the Battery Test:

1. In the Component Tests menu, click Power, and then click Battery.
2. Click Run once. The Battery Test begins.
3. When the battery test is complete, the results are displayed on the screen. For additional battery information, click Battery Details.

If the test passes, continue with these steps:

1. Go to Start, search for Device Manager, and open this result.

2. Expand batteries.

3. Right-click on the ACPI option (usually the 2nd option) and select delete or uninstall. Follow the prompts.

4. Shut down the computer. 

5. Disconnect the charger.

6. Remove the battery.

7. Hold down the power button for 1 minute.

8. Insert the battery only.

9. Attempt to turn the battery on.

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.