Did a firmware update killed my touch screen?

[CarlosEnriq]

My laptop model: HP Pavilion x360 14-cd1021la

Hi, I recently bought replacement batteries for my HP Pen model: 905512-001 (HP SPARE: 910942-001) that came bundled with my laptop.

When I installed the new battery the pencil did not work, so I decided to reinstall the latest driver published on the official support page for my laptop model which is:
HP Tilt Pen Driver (Windows 10 V1903)
Version: 1.0.0.8 Rev.D (Release date: Nov 27 2019).

Curiously this did not work since an error window was shown telling me that the latest version of Windows 10 does not support this driver.

Then I proceeded to format my PC using an official microsoft ISO and re-install windows 10 V1903), When reinstalling and downloading all the drivers requested by Windows Update and the HP support app, it did not solve the problem of the Pencil, but the screen touch was working properly. (Curiously, the APP HP CONTROL PEN was shown as Not compatible with my device although before formatting it already had it installed).

Seeing this, I reformatted my PC, but this time I did not connect my Laptop to the internet and proceeded to install the drivers suggested by the official site (This did not solve the problem either).

It should be noted that between each installed driver I restarted the laptop and did tests to see if the touch screen and the pencil worked.

Finally get to the "Firmware" section
There are 3 different updates, the first is:

"HP Touchscreen Firmware Update"
Version: F6122T00W01 Rev. A
Date: Nov 5, 2018
Description: "This package contains a tool to update the firmware for the HP Touchscreen on supported HP Pavilion x360 models that are running a supported operating system.
Fix and enhancements: - Enables the pen control function "

I proceeded with the installation, at the end a CMD window opened with the text:
"Chewbacca_Recovery
---
Star FW update Procedure
ConsoleIAP ver. 1.43.1.59B6.
Update Chip I ...
Update Chip 0 ... 4/34.

At the end of the process, the same CMD window called "ELAN IAP Tool" pops up with the text:
"NO MATCH IAP section in ini File."
And finally it closed

After this I restarted the laptop and the touch screen stopped working completely.

I write this because I do not know what else to do, I have already done all the processes suggested in the official HP sites that I have seen, I have already uninstalled, restarted and updated the driver from device management, I have also disabled and re-enabled it.

I made the HP UEFI diagnosis suggested by the official site but curiously from the Firmware UPDATE mentioned above, here it seems strange to me that the options only had "Memory Test", "Hard Drive Test" and "Exit" available, when It should appear among the options "TouchScreen test" according to what I have been able to read, another fact to mention is that my touch screen does not work either to control the bios (Before it worked perfectly with the keyboard on the screen).

I hope someone can help me, my laptop is out of warranty for 3 months and I live in the third world, it has 1 year and a little more bought, these things are overpriced here and are difficult to get

[The_Fossette]

@CarlosEnriq

I reviewed your post and I understand you are facing issues with the touchscreen.

Don’t worry, I assure you I will try my best to get this sorted.

I see that you have already followed all the relevant troubleshooting steps and I recommend you contact support and they will assist you in this regard.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

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

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

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