Touchscreen Firmware needed for envy x360 15 aq003ng

[Gkgotha]

Trying to get electronic pen working file sp79862.exe (firmware for spectre UHD) was and could (should not have worked but did) be installed.

Since then touchscreen no longer working and no longer shown in HID devices (also not hidden)

Updates of files from support page did not help (eg BIOS update)

Therefor please upload firmware on

https://support.hp.com/ch-de/drivers/selfservice/hp-envy-15-aq000-x360-convertible-pc/10862127/model...

as was at the end done for the same problem on the spectre x360

(https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Please-upload-a-firmware-update-on-th...)

Any help appreciated

(tekephone support said send in the notebook but no guarantee

that successful repair possible)

[The_Fossette]

Hi @Gkgotha,

Welcome to the HP Forums!

Thanks for stopping by the HP Support Forums! It's a great place to find answers.

I reviewed your post and I understand that the touchscreen is not working on your computer.

Don’t worry, we will work together to resolve this issue and It’s a pleasure to assist you in this regard.

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the computer was working fine?
• Have you made any software or hardware changes on the computer?
• Have you performed any troubleshooting steps before posting?

Meanwhile, I recommend you to follow the steps in the below article to resolve this issue.

http://hp.care/2ogsV3Z

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[Gkgotha]

Hi The_Fossette,

thank you for answering my plea for help

Concerning your questions

>In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the computer was working fine?

Up until  Sunday  (July 30) evening 7 P.M. when the file sp79862 was downloaded and installed

the touch screen worked fine.

• Have you made any software or hardware changes on the computer?

That is the unfortunate software change, that was possible, even though

sp79862.exe is for a spectre with UHD touch screen, as I later saw, after the 

touchscreen no longer worked

• Have you performed any troubleshooting steps before posting?

 Meanwhile, I recommend you to follow the steps in the below article to resolve this issue.

 http://hp.care/2ogsV3Z

Yes. I tried all the steps including installing the BIOS update

from

https://support.hp.com/ch-de/drivers/selfservice/hp-envy-15-aq000-x360-convertible-pc/10862127/model/11896516?sku=X3N25EA 

After reboot, no touchscreen is shown under HID devices.

From the other thread (https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Please-upload-a-firmware-update-on-th...) I saw that there only a firmware upgrade  for the  touchscreen could resolve the

problem.

I also found that a lot of spectres have firmware updates for the touchscreen, but unfortunately

not the 15 aq003ng

Thank you for your support

Sincerely

Gunter

[Riddle_Decipher]

@Gkgotha

It looks like you were interacting with @The_Fossette, but he is out for the day & I'll be glad to help you out, 

I'm the Riddle_Decipher & I'm at your service. 

I have reviewed your concern and I appreciate the details provided so far,

Looked around and finally found the firmware for your touchscreen: Click here to download

If this doesn't work, I recommend you check if the touch screen works on the BIOS screen (Accessed by tapping F10 during a restart)

If the issue doesn't occur on the BIOS but appears on Windows, I recommend you create a new user account and check if that works, However, if the issue persists on the BIOS as well, it could be a hardware failure and I recommend you Contact HP to have the touchscreen repaired/replaced:

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

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.

If I have helped you resolve the issue, 

Feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon 

Followed by clicking on 'Accepted as Solution' 

And Have a great day ahead!

[Gkgotha]

Hello Riddle_Decipher

thank you for your message.

Unfortunately, the file you linked to, for downloading, ftp://ftp.hp.com/pub/softpaq/sp79501-80000/sp79862.exe,

seems to be the souce of my troubles.

It is firmware for a UHD-touchscreen.

My envy x360 -15 aq003ng only has a FHD Touchscreen.

I tried the BIOS screen, but the touchscreen didnt work there either.

That`s the reason I am asking for a firmware update for this model,

envy x360 15-aq003ng, as such a firmware update seems to have helped the

user who started the other thread I mentioned in my first post.

Is it possible to get such a firmware uploaded on the support page

for the envy x360 15 aq003ng?

All other components of the system work fine.

Not beeing an expert I thought that the wrong firmware (the file

in your download link)  has disabled

the touchscreen rather thoroughly?

Thank you in advance for your further support

Sincerely

@Gkgotha

[The_Fossette]

Hi @Gkgotha,

I recommend you to contact phone support to further diagnose the issue.

Here is how you can get in touch with the phone support.

Open link: www.hp.com/contacthp/

Enter Product number or select to auto detects

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 phone number.

Take care!

Cheers!

[mdklassen]

> My envy x360 -15 aq003ng only has a FHD Touchscreen.

The following update is for a 'Spectre', not for your 'Envy'.

But, if your firmware is the problem, you have "nothing to lose" by trying this update.

From: https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-spectre-13-4100-x360-convertible-pc/84...

Description: This package provides an update to the firmware for the full high-definition (FHD) touch screen on supported models running a supported operating system.

Hyperlink: http://ftp.hp.com/pub/softpaq/sp79001-79500/sp79383.html

TITLE: HP F-HD Touchscreen Controller Firmware Update

VERSION: 1.00,A,1 REV: A PASS: 1
PURPOSE: Recommended
SOFTPAQ FILE NAME: SP79383.exe
SUPERSEDES: None
EFFECTIVE DATE: March 17, 2017
CATEGORY: Firmware

PRODUCT TYPE(S):  Notebooks

HARDWARE PRODUCT MODEL(S):
HP Spectre x360 Convertible Convertible
HP Spectre Pro x360 G1 Convertible PC
HP Spectre Pro x360 G2 Convertible PC

OPERATING SYSTEM(S):  OS Independent

FIXES: Provides the updated touchscreen firmware.

[qasim799]

Hi, i am having exactly same problem with my hp envy m6 aq003dx and discussed here https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Touchscreen-stopped-working-after-FHD...

 I requested them to provide a firmware of touch screen but they always  referred me to contact hp for assistance regarding hardware which really is not needed here.

this firmware that you provided opens a ELAN IAP tool which gives these errors in a cmd window:

[WARNING] Connection retry ...
[WARNING] Connection retry ...
[WARNING] Connection retry ...
[WARNING] Connection retry ...
[WARNING] Connection retry ...
[WARNING] Connection retry ...
[WARNING] Connection retry ...
[WARNING] Connection retry ...
[WARNING] Connection retry ...
[WARNING] Connection retry ...
Get PID Failed (err= -3)
Press any key to continue . . .

 In device manager, the HID-complaint Touch screen under human interface devices is replaced by I2C HID device and it seems like this package looks for hid complaint TS to connect with and flash the firmware.

[jakehero]

I have the exact same problem here on a spectre and have not been able to get a working touchscreen driver

[mdklassen]

---

I have the exact same problem here on a spectre and have not been able to get a working touchscreen driver

---

Did you read the posting, above, dated "‎11-23-2017 01:34 AM" ?

Did installing that download fix your problem?

If not, please tell us what error-messages were produced.