Pen is not working properly

[Aciano]

I contacted HP tech support two days ago in order to solve my problem with my pen and they were unable to solve my issue. I'm a student who takes notes on my Spectre 15-Bl075NR using a Microsoft pen and lately I have had issues with the pen recognition on the screen. In fact, it seems that, time to time, the pen is not recognized by the laptop and I am unable to use it until I restart the laptop. Initially, I thought that this was a OneNote problem (I'm using OneNote to take my notes in class) but I realize that even on other software that generally supports the pen, my pen was still not working. I have to mention that my pen was perfectly working at the beginning on my screen.

What I did:

-Update my Microsoft Office ;

-Update my Win 10 update center ;

-Try to update my HP drivers, but as usual, they don't want to install on my machine. And when I ask the tech to solve my issue, he deleted them!!! and told me that these shouldn't be installed because they cause problems with the OS.

What would be the next step?

I'm kind of desperate...

[Riddle_Decipher]

@Aciano

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 the pen is not working properly,

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

Have you ensured the stylus/Pen is compatible with your product?

(Click here to verify the same)

While you check that out, here's what you need to know:

This is the device compatible with your device:

• HP Pen (Microsoft)
• 1CP24AV / Y0C43AV
• SPS: 920241-001 (Dark Ash Silver) / 910942-001 (Natural Silver)

If this is what you have and yet, it isn't working at times, here's what you need to check: CLICK HERE

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[Aciano]

I do have a Microsoft pen (active using N trig technology) that is compatible with my computer. Also, my issue is not listed on the referenced web site. In fact, the problem is that I can’t use to write on my screen, let’s say 3 hours, without any lagging / not working anymore… As I initially said, I thought that it was a software problem, but I don’t seem. Also, it seems that there is no reproducible pattern (it can work for 5 hours straight and then in the next hour stop working 3 times (I must restart my computer in order, hopefully, to regain my pen control. Sometimes, it doesn’t work, and I must redo it…)). In fact, even if I want to press on the Win button on the screen with my pen, it is not working… Note that in most of the case, there is only OneNote (my prime software to take notes) open on my computer (i7 and 16 gb ram).

Hope is more clear,

[Riddle_Decipher]

@Aciano

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts,

The best way to identify if this is either a software or a hardware malfunction issue,

Is to create a new user account and check if it works on it, also try reinstalling the Microsoft One Note to resolve issues within the same.

If the issue persists, on the new profile as well, please go ahead and perform a push button reset: Click here for details.

Let me know how that pans out

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

followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge,

And Have a great day Ahead!

[Aciano]

I must mention that I did a push button reset about 10 days ago and that I have already installed, uninstalled Microsoft Office at least 3 times in this frame, while also running many updates in the meantime. My Win 10 software is updated, and I guess that my HP drivers are!

In my own opinion, there was an HP update named: “HP pen control” that should have been installed while I contact the tech, but he deleted it… and event in the history, it is now grayed. Initially, I call the tech support to get help to install those updates because they couldn’t be installed on my computer. Here are the updates deleted:

[Riddle_Decipher]

@Aciano

Thank you for responding,

It's great to have you back 😉

I had a check with the image and the details you've provided and I was wondering if you've attempted to manually install the HP PEN CONTROL?

If not, Click here to download the same, you could also search and install the latest drivers for touchscreen and BIOS from this link: Click here

Do get back to me as I have a few more tricks up my sleeve, 

That said, 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!

[Aciano]

I’m back…

My problem is not solved. For the last two days, it was OK, but then today, my pen stop working twice. I have to mention that this time, the eraser was working but not the tip. Also, if I was right clicking on the pen button, my screen would recognize the pen, but not if I released the button (I’m using the pen on the default setting!). 

To get rid of it, I restarted the computer and removed the battery of the pen, and everything have been fine afterward. 

Does this problem sound familiar?

[Aciano]

Also, I can't install the HP consumer Desktop / Notebook PC ME firmware Update, would it be possible to get the download link or solve my installation problem? It fails when it creates a restoration point and I get the failed error message ...

[DavidSMP]

Hi @Aciano,

I reviewed the post. It is great to have you back. Your time and efforts are greatly appreciated. As @Riddle_Decipher is out for the day, I am responding on his behalf.

As you've tried the suggested steps and the issue persists, please contact HP phone support for further assistance in this regard as an interaction with them in real time will help you a great deal. They might be able to take control of your machine to assist you correctly in real time.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• 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.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get 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, the manufacturer’s warranty should take care of it for you.

Hope this helps. Let me know how it goes. 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 and have a blessed week ahead. 🙂

Cheers!