Spectre X360 2017 Touch Input Delays / Disables for 2 Seconds after Using Pen

[Anderson-T]

I downloaded this firmware (https://support.hp.com/us-en/drivers/selfservice/hp-spectre-15-bl000-x360-convertible-pc/13823372/mo...) for my HP Spectre x360 13-ac000 thinking it would be either compatible, or refuse to install. However, it installed and wrecked my touchscreen

I've spent hours online trying to find a compatible firmware for my computer with no luck.

Do you think HP will release the same firmware update for the 13-ac000 model? Do you have any suggestions on how I can fix my problem? Sending my computer for service isn't possible in my country (I bought it abroad)

[Ziflin]

We just purchased a new Spectre X360 15" today from Best Buy and it still seems to have this issue. Can you please tell me how long the delay is on yours now? Ours seems to be at least 1 second still which is quite annoying.

[Chimney_83]

Greetings @Ziflin,

Welcome to HP Forums and Thanks for the post. 

I understand that you are facing an issue with your computer where there is a delay in response of the touchscreen when you use a pen, is that right?

Not to worry, I will be glad to assist you. 

May I know the exact product number of your computer? Click here. Please do not share the serial number of your computer.

Any new computer will have a lot of updates to be installed. 

Recommend you make sure all the Windows updates are installed.

Run HP Support assistant to make sure all the updates are installed. Click here to know more. 

Let me is the issue persists after all the drivers are updated, especially BIOS and chipset. Keep me posted. 

[Ziflin]

I've installed all the updates on the new computer as well as the firmware mentioned in this post. It looks like the 'fix' basically just reduced the delay before it accepts touchscreen inputs after using the stylus from 2 seconds to 1 second. I'm not sure what else can be done as it's still a bit frustrating to use in apps like OneNote and paint programs.

[Chimney_83]

Thanks for the reply and trying the suggested steps. If you have updated the touchscreen firmware from www.hp.com/drivers it should resolve the issue you are facing.

Install the softpaq from this webpage and let me know if it helps. 

Hope this helps.

[Ziflin]

I've installed all the updates available on this machine (including the one you mentioned) and there's still a 1 second delay before it accepts touchscreen input after using the stylus. This may be better than it was before the firmware, but it's still definitely noticeable and quite annoying if you use your left hand to touch toolbars in apps while using the pen in your right hand.

[Chimney_83]

Thanks for the reply, recommend you contact our phone support for further assistance as they can take a remote of your computer and check the settings if possible to make it better. 

Keep me posted. Good Luck. 

[Anderson-T]

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@Chimney_83 wrote:

Thanks for the reply and trying the suggested steps. If you have updated the touchscreen firmware from www.hp.com/drivers it should resolve the issue you are facing.

Install the softpaq from this webpage and let me know if it helps. 

Hope this helps.

---

Hi Chimney_83,

The Spectre x360 13-ac00## has the same pen/touchscreen 2 seconds delay problem. Also, disabling the "ignore touch input when I'm using my pen" setting in Windows doens't do anything. The Spectre x360 15-bl00 has the same issues but a firmware for the touchscreen was released to reduce the delay from 2 seconds to 1 second.

When will the 13-ac00 model receive the same firmware update?

Is HP even aware of these issues in the 13-ac00 series?

How report these issues to HP? I tried to contact technical support but it was a very frustrating experience. They just don't get that it isn't a defective unit issue and ask me to go through some useless troubleshooters, and then ask me to send my computer to HP service.

[Chimney_83]

Greetings @Anderson-T, 

Thanks for the post. 

I understand that you are looking for a firmware update for the touchscreen of your computer, is that right?

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you. 

Your concern has been escalated to the concerned team within HP.
I'm awaiting their reply as the solution needs to be validated by them before I could have it sent out,
To ensure I'm providing a total fix, I would request you to wait for 72hrs while I reach out to them.
And Keep you updated about the same.
In the meantime, please be patient.
I appreciate your time.

Regards, 

[Anderson-T]

Thank you Chimney_83, for your reply!!

You're the first person at HP who seems to understand what I need right away AND be willing help me.

Yes, I'm looking for a firmware update for my touchscreen! 🙂

I desperately need it, not just to solve the issues mentioned earlier, but because I installed the 15-bl00 touchscreen firmware update on my device and it wrecked my touchscreen. Now I can't use the touchscreen or the pen. I couldn't get the original firmware back since it isn't available on my device's support page.

I described the problem in this post:

https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Spectre-x360-13-ac000-touchscreen-fir...

And I'm not the only person with a crippled touchscreen caused by a faulty firmware update. Other people have made the same mistake and are also looking for the original firmware OR an update.

So, these things would be helpful for me and other people:

- A firmware update for the touchscreen for the 13-ac00 series. If this isn't available then,

- The original firmware for the 13-ac00 so we can at least fix our computers.

- A fail-safe should be added to the 15-bl00 touchscreen firmware update to prevent it from being installed on incompatible devices to save other people from doing the same mistake.

Thank you very much for your assistance