Ghost Touches HP Envy x360 Firmware issue

[Rishabh34]

Product: HP ENVY x360 Convertible 15m-dr0xxx

Operating System: Microsoft Windows 10 (64-Bit)

Laptop Type: HP ENVY x360 15"

Product No: 5XK97UA

Warranty: 15 days left

My laptop has been ghost touching from the last 1 month. It randomly starts ghost touching right down the center in a vertical line. This generally happens twice a day. When I disable HID-Compliant Touch Screen from device manager the problem goes away but since I bought this laptop for its touch screen feature I need it to work. I have tried almost everything from uninstalling - installing all the drivers to HP cloud recovery and everything in between like updating BIOS, reverting it to 2 generations back. I have narrowed down my problem to a touchscreen firmware issue. I have an issue similar to this although our models are different:

https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/Ghost-Touches-like-crazy-HP-Spe...

His issue was resolved when he was provided the original touchscreen firmware. I am hoping that I would be provided with the same for my specific model.

PS: I bought this laptop almost 11 months back from USA and I live in India. I talked to the Indian support team, at first they were clueless but later on I was assured that a solution would be provided, they haven't yet.

[The_Fossette]

@Rishabh34

I reviewed your post and I understand that the touchscreen is not working correctly on the computer.

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

There is no firmware available for your computer touchscreen and I see that you have already followed all the relevant steps. I recommend you contact support and check the available service options for your computer.

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!

Stay Home – Stay Safe

[Rishabh34]

I have already followed these steps. Both the phone and chat support couldn’t help me. Chat support provided generic solutions and the phone support flat out said “we can’t help you, you need to get in touch with the USA customer support and order the defective parts. “ Which doesn’t even make sense as the problem is software related. I just need the original touchscreen firmware.

[praveen196]

@Rishabh34

I understand your concerns.

In that case, I would suggets you perform the system reset.

Windows 10 has a reset feature that repairs your computer by reinstalling the operating system. This feature is recommended for recovery because it reinstalls Windows 10 while either preserving your personal data and customizations or removing all your personal data.

You have a choice of two methods to reset your computer.

• If Windows 10 loads correctly, see the section titled Perform a Windows 10 system reset in Windows in this document.

• If Windows 10 does not start correctly, see the section titled Perform a Windows 10 system reset through Windows Recovery Environment in this document.

Have a nice day!!

[Rishabh34]

As I mentioned in my original post I have tried HP cloud recovery and that included windows reset and recovery. Also I have already reset my computer two times before performing that step.

 All these are the same generic solutions provided by the chat team. All I need is the original touchscreen firmware. Please provide me with the same

[praveen196]

@Rishabh34

I understand your concerns.

In that case, I would suggets you contact our phone support and check for the option. They will help you.

Here is how you can get in touch with phone 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.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have  a nice day!!

[Rishabh34]

As I mentioned in my 1st reply I have already contacted both the phone support and chat support. I am disappointed to say that they could not provide me with a valid solution, rather they told me to contact USA support team to order the defective part which is not the problem. The actual problem is with the touchscreen firmware similar to the link mentioned in my original post.

[praveen196]

@Rishabh34

I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

Please look for a private message requesting additional information.

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

Thank you for visiting the HP Support Community.