Flash or Reinstall Touchscreen Firmware

[jennafuller]

Hello. I need some assistance on an issue which I unfortunately have not found a resolution to. Hopefully I can get some answers. So, first, a few things:

• The laptop in question is unfortunately out-of-warranty, by just 2 months (08/26/2017). 
• The laptop was completely up-to-date with Windows 10 64-bit prior to firmware upgrade, including BIOS.
• There were no other programs or apps running while it was installing.
• No firewall (other than Microsoft's built in firewall) and the AV was Avast.
• Touchscreen options, drivers and information in the about section still exist. Nothing is grayed out.
• I have done firmware and flash updates before on other types of electronics. So, I am aware of WHY this is happening and WHAT is going on.

Yesterday I was given a stylus for my laptop, compatible with the product according to the website. When I tried it out, it wouldn't work. I checked the battery for the stylus and it was fine. I googled the issue and most people claimed the problem was that the touchscreen needed a firmware update (both FHD and HD).

I downloaded the fimware updates HP FHD Touchscreen Controller Firmware Update (sp76862) and HP HD Touchscreen Controller Firmware Update (sp76647), as specified by the HP website according to my model number. I read over the instructions carefully for each update. I also made sure to "run as administrator" to make sure it had elevated access.

I first installed the FHD update with no issue, glancing at it from time to time while it was installing. The touchscreen still worked after the update. Note: I was fiddling with my phone, so I did not touch my laptop. I tested the pen and nothing happened. So, I went ahead and installed the HD update and it proceeded the same way; however, for whatever reason, I lightly brushed on my touchpad (NOT THE SCREEN) and moved the cursor.

The prompt for the update froze up, at the point in which it said something like "4304 of 5700" (not exact numbers!). I thought maybe it was stuck, so I left it alone for ten minutes or so. I looked again and it was still there. I left it alone for an hour; still, nothing. So then I moved the window (at which point, I immediately realized the touchscreen is not working) and Windows asked me to close it.

I had a feeling the firmware upgrade just failed and was only partially installed. The instructions said absolutely nothing about not touching the computer. So, I tried to install the firmware again. I restarted the computer and tried to reinstall it. The installer went along its usual process, reached the prompt, went through a few lines of commands and then closed. That was definitely not what it did before. I tried to see what would happen if I did the same on the FHD update; it did the same thing. I assumed the firmware update "assumed" it had done its job based on what I saw on the FHD update.

As reccomended by HP, I followed every precedure I could to recover the touchscreen functionality in the support documentation (https://support.hp.com/ca-en/document/c03488148). All the way down to setting it to factory settings.

Nothing has worked. Any suggestions?

I was thinking about finding firmware for a spectre product and installing it, then trying to reinstall the firmare again. I read somewhere someone installed the wrong firmware and was able to correct the issue by installing the right ones afterward. I haven't tried that considering I am not entirely sure if that would make it worse or perhaps even unsalvageable.

Thank you for any input you can provide (short of sending it to HP, that is).

[CherylG]

Not sure why you flashed with both HD and FHD firmware but the screen will probably have to be replaced. Just guessing, but I have seen others who flashed with wrong firmware and had to send it in.

Btw,which stylus do you have? There are several models that work on different machines. The one that works with your model is :

http://store.hp.com/us/en/pdp/hp-active-pen?jumpid=cs_con_ac_nm&prodsku=J4R51AA%23ABL&utm_medium=cs&...

[jennafuller]

I flashed both because in three separate articles, I read they needed both (to be fair, they all references the spectre and none on the pavilion). In only one, which I saw after the fact, did it specify a display size. Not even the support website with the drivers specified this. Unless it was in the release notes.

Regardless, the FHD didn't work. So, maybe the HD one might have?

Oh and yes, that is the one I got. I tried restarting, checked the battery, followed an online video, etc. It didnt work.

I thought it might be possible I have to replace the screen/digitizer, but I wanted to make sure there wasn't some other way. I looked around and saw that the part goes for about $80. I work at an electronics repair shop so it's not going to be a big deal for me to do it. It's just a big chunk of change for such a small and unknowable mistake.

I also wasn't entirely sure if replacing the digitizer would even fix the problem. So, that's why I initially didn't think about it. I did bring it up to one of the technicians that I work with who specializes in high-end TVs. He said that the more complicated a system the easier it is for firmware upgrades to foul up. I guess bricking a 4k television is very very easy.

Regardless, if I was **assured** that the problem would be fixed by replacing the digitizer then I would do that and have it fixed at my shop. Regardless, I will have to tell the person who bought my pen to return it because I really don't feel like dealing with that problem anymore. 😞

[jennafuller]

- Clear -

[CherylG]

@jennafuller

While I can't "assure" you that replacing the digitizer will be the solution I would certainly think so since the firmware flash disabled the working digitizer.

I have read through some other threads, mainly on Spectre- where flashing with wrong firmware did the same but some posters were able to get it working by using correct firmware. Determine which firmware is correct for your display and try once again before replacing. Specs page for your model says HD-but double check resolution because mistakes can be made.

https://support.hp.com/us-en/product/hp-pavilion-15-bk000-x360-convertible-pc/10862175/model/1192659...

FHD is 1920x1080 resolution

HD is 1366 x 768

[jennafuller]

Thank you. I guess if it can't make things any worse and I am at the point where I will probably spend the money to get a new digitizer anyway. So, I will try installing another firmware for a similar product (obviously with a different filename) and try to flash it again with the right firmware (according to resolution this time).

THIS TIME NOT TOUCHING ANYTHING. NO BREATHING, EVEN.

Otherwise, my coworker assured me that we have the tools to make the repair here. He has done it once before, but exclaimed that it's "a pain in the arse". I will also ask the manufacturer of the replacement digitizer too, if it comes to that.

I will let you know what works. Update soon!

[jennafuller]

Unfortunately, installing other firmware, even ones that are similar, did not work. In some cases it literally shows a big, red FAILURE in the prompt and in others it says there is a "connection issue".

I decided to post the text in the prompt that is shown when I do try to reinstall the firmware (in this case, the sp76647). It happens so fast (about 5 seconds) that not even PrtSc can catch it, so I had to record it with my phone and scrub through the frames in the video, then type it out. So, here it is:

Name: InfoReader.exe
Version: 0.800.0.0
Config File: inforeader.config
Location: [WITHDRAWN]\AppData\Temp\pftC0EF.tmp\InfoReader_v0.800.1.0[R][x86]\
-------------------------------------------------
[Option]
PauseAtTheEnd: false (ConfigFile)
ShowPassFailAtTheEnd: false (ConfigFile)
TreatWarningAsError: true (ConfigFile)
SilentMode: false (ConfigFile)

This device is in bootloader, all actions for UI properties are skipped
[Device]
Protocol: HID/I2C In-System

[UI Information]
PackratID: property value not retrieved
ConfigID: property value not retrieved

[BL Information]
SensorID: 0x0007

FlashEnabled: true
HIDVenderID: 1739 (0x06cb)
HIDProductID: 29953 (0x7501)
HIDRevisionID: 1 (0x0001)

This device does not match any of the classifier

Program exits with error 1013 (device property matches to a failure classifier)

[CherylG]

@jennafuller

 I do not recommend a firmware for another model. If the HD firmware from your Support page doesn't work probably only hope is replacing digitizer.

Glad you work at a shop where it can be done without so much expense...even if a pain in the arse. 

[jennafuller · Accepted solution]

So, after talking to my shop's lead electronic's technician and a computer hardware specialist I know, this is what I found:

- Replacing the digitizer will not solve a firmware problem. As with any electronics with a controller board, firmware is stored on something akin to a ROM chip on said board. When performing the firmware update, specific commands allow the OS to contact the board through the connectors from the motherboard to the controller board. This, in effect, "bricks" the board and therefor the touchscreen. In some circumstances, a new firmware update (a revision, for example) may fix the problem but only *if* was one is ever released (in my case, the model only ever had ONE firmware update).

- Controller boards are not available on their own, even as non-OEM. The entire display panel assembly must be replaced. The HP Parts catalogue lists the part as #862644-001 (Display panel assembly, includes bezel, panel, and TouchScreen board), currently $335 or $268 with returned defective unit, plus tax and shipping.

I was able to get this part for $150, including shipping. It was pulled from the exact same laptop as mine. It was actually pretty easy to install, given that I just bought the entire display with ALL compontents. I ran the correct firmware update, didn't touch anything as it installed and the touchscreen is fine.

A very expensive fix for such a simple mistake.