Driver Update Issue

[SKCulver5]

I have a Spectre 2-in-1.  I've been researching phantom mouse movements as I am having these and started looking at updating drivers.  I used the support assistant that said I had a BIOS update, which I accepted.  The same issue persists.  So I started looking at driver updates online for my computer and there are many (side note:  I don't see the corresponding updates in HP Support Assistant and the native Windows update says I don't have any updates needed).

Doing my research, some suggested it could be a touchscreen issue.  There was a touchscreen update available on the HP site for my computer.  I don't see where this update was ever installed, so I updated the driver.  After rebooting, I get an error that my HP Pen is not supported on this device (it is obviously).  I would like to get a resolution to having my pen be supported again. (final side note:  I am unsure if this update helped with the phantom mouse movements - it's inconsistent when it happens and time will tell).

[Raj_05]

Hi @SKCulver5,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you’re dealing with a few interrelated issues with your HP Spectre x360. Let’s break this down.

HP Pen Error:

Reinstall the Pen Driver:

• Go to Device Manager (right-click the Start button and select it).
• Expand the Human Interface Devices section.
• Locate your HP Pen (it might be listed under HID-compliant touch screen or similar).
• Right-click it and select Uninstall device.
• Restart your computer.
• The system should reinstall the driver automatically upon restart.

Check HP Support Assistant:

• Ensure HP Support Assistant is updated to the latest version.
• Check for any updates specific to the HP Pen or touchscreen that might not have been automatically applied.

Update BIOS and Drivers:

• Verify you have the latest BIOS version installed.
• Download the latest drivers from HP’s support website for your specific model.
• Manually install drivers for the touchscreen and any other related hardware components.

Check Pen Compatibility:

• Ensure that your HP Pen is the correct model for your Spectre x360. Sometimes, model-specific pens might not be fully compatible.

Phantom Mouse Movements:

Touchscreen Calibration:

• Sometimes phantom movements can be caused by touchscreen calibration issues.
• Search for Calibrate the screen for pen or touch input in the Start menu and follow the instructions to recalibrate.

Disable Touchscreen Temporarily:

• To check if the issue is related to the touchscreen, you can temporarily disable it.
• In Device Manager, right-click HID-compliant touch screen under Human Interface Devices and select Disable device.
• Observe if the phantom movements stop. If they do, it indicates a problem with the touchscreen.

[Raj_05]

Check for Interference:

• Ensure there are no objects or fingers inadvertently touching the screen or causing interference.

Perform a Clean Boot:

• This can help determine if the issue is caused by third-party software.
• Type msconfig in the Start menu search box, press Enter, go to the Services tab, and check Hide all Microsoft services. Click Disable all, then go to the Startup tab and click Open Task Manager. Disable all startup items. Restart your computer and see if the issue persists.

Note:

Run HP Hardware Diagnostics: Check if there are any hardware issues detected by running HP’s built-in diagnostics. You can usually find this in the HP Support Assistant or by pressing Esc during startup and selecting Diagnostics.

Check Windows Updates: Although you mentioned that Windows Update didn’t find anything, it’s worth periodically checking for updates.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[SKCulver5]

Hello.  Thanks for reaching out.  I tried uninstalling the Pen (with the restart) and I still get the Pen Not Supported error on restart.

I have the updated version of HP Support Assistant (version 9.37....)

While attempting to update BIOS and drivers from the website, the website was asking for the version of Windows 11 I have.  In the dropdown it has 21H2 and 22H2 (along with a generic Windows 11).  When I run WinVer, I see I have version 23H2.  I went ahead and chose 22H2 since I think my computer was just recently updated (in the last few days). I let the website detect what needed to be updated based on detecting my computer model.  The only thing that needed updating was the diagnostics UEFI interface.

As for the Pen, the Pen came with the computer.  I have no idea what model the Pen is and no way to figure it out.

When I typed Calibrate the screen for pen or touch - nothing came up other than web search results.  No apps are available on my computer to do this.

[Raj_05]

Hi @SKCulver5,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support