02-02-2017 12:37 PM - edited 02-02-2017 12:38 PM
Last week (after a Windows update?) my Envy touch screen stopped working.
I've read the instructions to uninstall / reinstall the drivers; however, in my list of "Human Interface Drivers" there are no drivers related to the touch screen (the only two are HID-compliant wireless radio and wireless button driver, nothing else).
So my question - where do I go to FIND and INSTALL the correct driver for the touch screen? I assume that the missing drivers are the problem. Searching for my laptop model and going to the available drivers, there is nothing there for a touch screen (?).
I also tried to perform the UEFI Hardware Diagnostics tests to detect problems with the touch screen hardware -- looking under "Component Tests" there isn't even an entry for "Touch Screen".
Help! I love having a touch screen and since it stopped working, I am no longer using my personal laptop.
Thank you :)
02-03-2017 09:17 AM
Thanks for stopping by the HP Support Forums! :) Good day. I read your post about touchscreen issues on the computer. I will be delighted to assist you here. :)
Stupendous diagnosis and spectacular analysis of the issue before posting. Kudos to you on that score. It is always a privilege to work with technical specialists like you. :)
We greatly value your relationship with HP. You are a valued HP customer and we appreciate you greatly for doing business with HP. I take it as a privilege to share this platform with you.:)
For better clarity and to assist you better, I would require more information regarding this:
- When did it stop working?
- Did a software or windows update cause this? Do you remember?
- Did you check in bios or recovery if the touchscreen works?
First off we need to isolate the issue to being hardware or software related.
Please follow the steps from this link: http://support.hp.com/us-en/product/HP-ENVY-4-Sleekbook/5296620/model/5312197/document/c03488148/ and follow the option “Screen does not respond to touch, or responds intermittently”
If this does not help, check if the touchscreen works in the diagnostics page according to instructions that are given in the link to isolate the issue further.
If this does not help, then please update the bios, chipset and graphic drivers from this link:
Please select the correct operating system and follow the on-screen instructions.
If this does not fix the issue, Please check in recovery manager if the touchscreen functions. If it does not then the issue is hardware related and the unit needs to be serviced by contacting HP phone support.
Steps to go to recovery manager:
- Power down the unit. When you power it back up, immediately tap the F11 key gently several times.
- It takes you to recovery manager. Here please select the option “Troubleshoot”. Then please select “Advanced options “
- If F11 does not take you to recovery manager, please keep tapping the “ESC” gently several times the instant you power on the unit. It takes you to the startup menu and you could press F11 from there to go to recovery manager.
- Now once you are in advanced options, Please do not run the recovery. navigate around to check if the touchscreen works here. If it does not, then the issue is hardware related.
Steps to contact HP phone support:
Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.
They will be happy to assist you immediately.
If the unit is under warranty repair services is taken care of by the manufacturer’s warranty.
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. :) Please reach out for any issues and I'll be there to assist you. :)
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 now and have a splendid week ahead. :)
I am an HP Employee