PROBLEM: "ghost" touchscreen

[MikeVal]

To whoever it may concern,

I have a HP spectre x360, I recently updated my firmware to resolve the issue with the touchscreen-pen lag.

Since I have updated the drivers (https://support.hp.com/us-en/drivers/selfservice/hp-spectre-15-bl000-x360-convertible-pc/13823372/mo...) I have encountered a severe issue which makes me unable to use it, as it is randomly receiving inputs even if I don't touch it.

This problem is a severe show-stopper as I cannot use the touchpad/mouse to disable the touchscreen and uninstall these drivers. I believe the cause of this issue is due to some conflict with the drivers.

Is there a way to solve this issue? Anybody else has experienced it?

Anyway, can I disable the touchscreen?

Thank you in advance!!

Michele

[Flower_Bud]

Hi @MikeVal,

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand you're in need of support.

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

Did touchscreen pen lag issue is resolved after upgrading the firmware? 

When was the last time it was working fine? 

Let’s start with performing a hard reset to release any excessive static/power that could have caused the issue: 

To perform a hard reset on a computer with a removable battery, use the following steps: 

1. Turn off the computer. 

2. Remove the computer from any port replicator or docking station. 

3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 

4. Unplug the AC adapter from the computer. 

5. Remove the battery from the battery compartment. 

6. Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory. 

7. Insert the battery and plug the AC adapter back into the notebook computer, but do not connect any of the peripheral devices. 

8. Press the Power button to turn on the computer. 

9. If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key. 

10. After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to update all device drivers. 

Second, enable the touch screen driver in Device Manager: 

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

2. Expand the Human Interface Devices heading. 

3. The touch screen device is labeled HID-compliant touch screen, or similar. Right-click the touch screen device. 

4. If the option to enable the device is included in the menu, click Enable. 

If the Enable option does not appear in the menu, continue to the next step: 

1. Reinstall the touch screen driver in Device Manager 

2. Install Windows updates 

3. Update the BIOS and graphics driver 

4. Configure the touch display 

5. Perform a touch screen diagnostic test in HP Hardware Diagnostics UEFI 

6. Adjust the power management settings for your touch screen 

7. Reset your computer 

8. Perform a Microsoft System Restore 

9. Perform an HP System Recovery 

Click here to know: Follow steps mentioned below "Screen does not respond to touch, or responds intermittently"

Keep me posted!

Have a great day 🙂

[MikeVal]

Dear @Flower_Bud,

Thank you for your assistance.

Unfortunately that is not the issue I encountered.

It looks like that in the attempt of fixing the pen lag issue I installed the updated firmware for the HP Spectre x360 15 " whereas I have the 13" version and this is the cause of my problem with the touchscreen going mad.

Since it isn't compatible, it should've refused to install, but it did somehow and it wrecked my touchscreen.

I was lucky and after many (frustrating) attempts I managed to disable the touch screen, in order to even use my notebook.

I have already tried with a normal procedure such as updating the BIOS, but it didn't solve anything.

The only thing that can fix this problem is re-installing the original firmware or wait for the release of an updated one. Where can I find these files?

My 2000 USD laptop is crippled because I don't have the correct firmware, which is less than 1mb.

Thanks in advance for the help.

Best regards,

Michele

[Flower_Bud]

@MikeVal,

Thank you for replying with this detailed response 😉

I appreciate your time and efforts,

We could perform a system restore to an earlier date when your notebook was working fine. This will not affect your personal data and pictures. 

• Turn off the computer and wait at least 5 seconds with the computer in a full off state.
• Turn on the computer and repeatedly press the F11 key, about once every second, until you see the Windows loading screen.
• If a language selection screen opens, select the language you want to use to continue.
• On the Choose your keyboard layout screen, select the keyboard layout that matches your keyboard type.
• On the Choose an option screen, click Troubleshoot.
• On the Troubleshoot screen, click Advanced Options
• On the Advanced options screen, click System Restore.
• Click Windows 8, click Windows 8.1, or click Windows 10 as the target operating system.
• The System Restore window opens.
• Click Next.
• Click the restore point that you want to use, and then click next.
• The Confirm Restore Point window opens.
• Click Finish to restore your computer to a previous point.
• Do yes in the warning that appears.not interrupt System Restore when it starts. Doing so can corrupt your hard drive and create more problems. Click
• System Restore returns the computer configuration to a previous point in time and restarts.

Let me know how this goes!

Cheers 🙂

[MikeVal]

Dear @Flower_bud

I apologize for the late answer.

I have tried the solution (system restore) you suggested but it yield no results, unfortunately it didn't work and the touch screen still has the same problem.

I have also tried to re-install the os but once again it didn't work.

Is there anything else I can try to solve this issue? 

Thank you for your kind assistance and I'm looking forward to hearing from you soon.

Best regards,

Michele

[Flower_Bud]

Hi @MikeVal, 

Thank you for responding,

It's great to have you back 😉

Let's try creating a new user account following steps from the article: Click Here

Check the functionality in the new user account.

If the issue persists, I would suggest you try system recovery from HP Guided Troubleshooter.

Note: Please back up your personal data before performing a system recovery.

Let me know how this goes!

Have a great day 🙂

[MikeVal]

Dear @Flower_bud

Once again thank you for your quick answer and assistance.

Unfortunately I have already tried those options with no success. The problem is still there notwithstanding the  system recovery.

I guess to solve it I need to install the original firmware to overwrite the one I mistakenly installed. Where can I find it?

Thank you for your help!

Best regards,

Michele

[Flower_Bud · Accepted solution]

@MikeVal, 

I really apprecaite all the troubleshooting steps you have tried to resolve the issue. 

You would need HP Recovery Media to reinstall Windows on your PC. If you're from US or Canada you can order the recovery media online following steps from the link: http://hp.care/2p77SUp

Or I would suggest you contact our phone support. 

HP Support can be reached by clicking on the following link:

* Open link: www.hp.com/contacthp/

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately.

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

[MikeVal]

Dear @Flower_bud

I guess I'll have to call the HP support as any solutions I've tried didn't work out.

Luckily my notebook is still covered by the warranty so there shouldn't be any problems.

Thank you for your kind assistance and consideration! 

Best regards,

Michele

[Flower_Bud]

@MikeVal, 

Sure, you could call our phone support and get HP Recovery Media. 

I appreciate your time and efforts,

You've been great to work with and it has been a genuine pleasure interacting with you.

Take care now and do have a fabulous week ahead. 🙂