HP Envy x360 13 ay

zkatt999 · ‎08-26-2025

The touch pad and touch screen on my HP laptop are not working - I have updated the windows, drivers but its still not working.

When I run diagnostic in safe mode it works, but not in normal mode.

I have run out of options. Please help.

Hawks_Eye · ‎08-28-2025

Hi @zkatt999

Welcome to the HP Support Community! We're here to help you get back up and running.

That kind of issue—where both the touchpad and touchscreen work in Safe Mode but fail in normal mode—can feel incredibly defeating, especially after you've already updated Windows and drivers. The fact that they function in Safe Mode strongly suggests a software conflict or service-level interference in your standard boot environment.

Let’s walk through a structured recovery approach to restore full functionality.

Step-by-Step Troubleshooting

1. Check for Disabled Devices in Device Manager

Sometimes drivers are present but disabled:

Press Win + X → Select Device Manager
Expand Human Interface Devices and Mice and other pointing devices
Look for:
- HID-compliant touch screen
- Synaptics Precision Touchpad or similar
If either is greyed out, right-click → Enable device

2. Run HP Hardware Diagnostics (Offline)

HP’s built-in diagnostics can confirm hardware integrity:

Power off the laptop
Press Esc repeatedly during startup → Select F2 for diagnostics
Run Component Tests for Touchpad and Touchscreen

If both pass, the issue is almost certainly software-related.

3. Perform a Clean Boot

This disables third-party services that may be interfering:

Press Win + R → Type msconfig → Enter
Go to Services tab → Check Hide all Microsoft services → Click Disable all
Go to Startup tab → Open Task Manager → Disable all startup items
Restart your PC

If the touchpad and touchscreen work after this, a third-party app or driver is causing the conflict.

4. Reinstall Touchpad and Touchscreen Drivers Manually

Use another device to download the correct drivers:

Visit HP Envy x360 13-ay Driver Page
Download and install:
- Synaptics Touchpad Driver
- Intel/AMD Chipset Driver
- HID Touchscreen Driver (if listed)

Install each manually and restart after each one.

5. Check for Conflicting Software

Some third-party utilities (e.g., gesture control apps, antivirus suites) can interfere with input devices. If you’ve installed any recently, consider uninstalling them temporarily to test.

You’ve done everything right so far—let’s make sure your system responds the way it should.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards,

Hawks_Eye

I'm an HP Employee.

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Zkatt99 · ‎09-04-2025

Tried steps 1 - 3 it did not work

My laptop is HP Envy x360 Model 13 -ay1001ne

What can I do next?

Hawks_Eye · ‎09-04-2025

We sincerely thank you for your patience and co-operation during this troubleshooting process.

If after following these steps you still face issues, consider reaching out to our customer support over the phone for further assistance.

This might require one-on-one interaction via remote assistance to fix the issue.

I'm sending you a private message to guide you on the next steps.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!