Touch Screen not working on HP Pavilion Touch Smart 14-b120sa

[Ramrayavarapu]

Hello,

Lately I have observed that the touch screen of my laptop isn't working. Could you please advise. I tried to perform all necessary scans using the HP support application on my laptop and updated the latest driver downloaded from HP website.

Regards,

Ram

[Echo_Lake]

@Ramrayavarapu
Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Use the HP PC Hardware Diagnostics UEFI tests to detect problems with the touch screen hardware.

1. Connect the AC adapter to the computer.

2. Press the Power button for at least five seconds to turn off the computer.

3. Turn on the computer and immediately press Esc repeatedly, about once every second. When the Startup menu appears, press F2.

4. When the HP PC Hardware Diagnostics screen displays, click Component Tests.

   

5. Click Touch Screen.

6. There are two interactive touch screen hardware tests. Click Touch Pointer Test first.

   

7. Read the on-screen instructions, and then click Run once.

8. Touch each of the blocks on the screen to erase them. The test ends after you erase all the blocks or after three minutes have passed, and the results display.

   

9. Click Main menu to return to the main screen.

10. Click Component Tests, and then click Touch Screen.

11. Click Drag And Drop Test.

    

12. Read the on-screen instructions, and then click Run once.

13. Drag each orange rectangle to the box indicated by the arrows with a finger or a stylus. The test ends after you reposition all the blocks or after three minutes, and the results display.

    

• If the diagnostics tests pass but the touch screen still does not respond during regular use, continue to the next step.

• If one or both tests fail, a 24-digit code, or failure ID, displays. Contact HP and provide this code. The failure ID is also available in Test Logs on the main menu.

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.

[Ramrayavarapu]

Hello, I have tried going into diagnostics to my surprise I am not able to see the touch screen option. I am currently running on Windows 10. Is it due to the OS upgrade I am not able to find the diagnostic option for Touch screen.

[Echo_Lake]

@Ramrayavarapu

Thank you for posting back.

Perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

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.

[Ramrayavarapu]

Hello,

Thanks for the suggestion, however I am able to see any updates for my laptop. Kindly advise.

Regards,

Ram

[Echo_Lake]

@Ramrayavarapu

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

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.

[Ramrayavarapu]

Hello,

Thanks for the suggestion, I have MS Office installed on my machine and don't have the software with me handy. Could you please confirm if we backup as suggested will I be able restore MS Office or do I need to have the software copy and key.

Regards,

Ram

[Echo_Lake]

@Ramrayavarapu

Thank you for posting back. 

If you've installed retailer copy of Microsoft Office then you will need a product key to activate the office feature.