Glithcy Touchscreen

[MongooseTom]

I bought this laptop a few days ago and I have experienced ghost touches a number of times since purchasing it. On one such occasion, the screen acted like it was being touched over and over again in the bottom left portion of the screen. Nothing could be accomplished while this was happening and I had to shut it down. On other occasions, it will only hit once but it will select something I don't want selected. For instance, if I have mulitple tabs open in a web browser, it will switch between the tabs when I haven't even done anything. It also has a habit of selecting things when I drag my finger across the screen to scroll, or it will zoom in and zoom out when I am simply scrolling on the screen, disrupting what I am working on. Does anyone know of a solution to this or do I need to submit a warranty claim? Thanks.

[The_Fossette]

Hi @MongooseTom

Welcome to the HP Forums!

Thank you for posting your query in this forum, it's a great place to find answers.

I reviewed your post and I understand that you are having issues with the touchscreen on the computer.

I’d love to help!

Follow the steps in the below link to fix this issue.

http://hp.care/2blPMa0

Let me know how it goes and you have a good day ahead.

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.

Cheers!

[MongooseTom]

So, I tried the applicable suggestions in the link  you sent. As far as the ghost touches go, that only happened once and it's been a week now and hasn't happened again. Hopefully that was just some odd, fluke one-time thing. However, I still have this effect that the screen will zoom in when I go to scroll and I don't want it to. It acts as if I have double-tapped it, but I have only put my finger on the screen to begin scrolling. I've tried all the troubleshooting things I can think of and that I have found through links in these forums but it still happens. Could this just be something as simple as a setting option somewhere I don't know about? I guess I could see how someone my like the screen to auto-zoom on whatever block of text they are about to scroll through, but I don't care for it and it is disorienting to me.

[The_Fossette]

Hi @MongooseTom

Thanks for the reply.

Follow the steps in the below link and let me know how it goes.

http://hp.care/2bW4MLL

NOTE: Instructions are same for windows 10 as well.

Keep me posted and I hope you have a good day ahead.

Take care.

Cheers!

[MongooseTom]

Thanks for trying to help but I've already tried all those things lilsted. Every other aspect of the touchscreen works except for the tendency to zoom when I simply touch it. I might just have to return it. Besides, I've been having problems with the audio as well, which I posted somewhere else and haven't had much luck with getting that working correctly either.

[DavidSMP]

Hi @MongooseTom,

I read and reviewed your interesting response. Brilliant troubleshooting. 🙂 Kudos to you for that. It would be a delight to assist you.

Please try to update the bios, chipset, and graphic drivers from this link: http://hp.com/drivers

Please select the country and type the product# of the unit. then follow the on-screen instructions to complete the driver updates and check the touchscreen again.

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. 🙂

[MongooseTom]

Hello.  Thanks for the suggestions. I updated the BIOS just now. As far as updating the chipset, there are four options. Do I just choose the one with the most recent date attached to it? Also, I had updated the graphics driver through the device manager previously when I was trying to troubleshoot; when I try to update it through the HP link you sent, it says "The computer currently contains driver versions newer than the versions you are about to install. Are you sure you want to overwrite the following drivers with the older versions?" And it lists a couple drivers. Not sure what to do there, if I should just stick with the one I downloaded through the device manager or revert to this one. I figured I'd just wait to hear from you before I proceed any further with that.

[DavidSMP]

Hi @MongooseTom,

I read and reviewed your post. I thank you for your quick response. I understand that you have concerns with the computer's audio also and have decided to return it. 

If the unit was purchased unit directly from HP, then you get a 30-day return window for it. Please use their return window to return it, if purchased from HP. 

Trust me I’ve done all I can to help you here by keeping your best interest in mind.  

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. 😉

[MongooseTom]

I am having a problem with the audio but I was still troubleshooting that in another post as well. I wasn't sure about returning it yet or not, but even if I turn it in to have repairs done on it, should I still do something with the graphics drivers as you suggested? Maybe for now I should just tell it to keep the graphics driver I downloaded through the device manager? I guess I'll do that for now and I'll see what they think I should do as far as the audio is concerned. Thanks for your help.

[DavidSMP · Accepted solution]

Hi @MongooseTom,

I read and reviewed the super quick response. If you want repairs done on the unit, you could contact hp phone support by visiting this link:http://hp.com/contacthp Please select the country and type the product# of the unit. Then follow the on-screen instructions to reach phone support. Please try all the steps suggested in my previous post. I hope that corrects the situation.

Also, back up your files and  run a complete system recovery as a last resort from this link: http://support.hp.com/in-en/document/c04758961 Please follow the option "Recovery using HP Recovery Manager" or "Recovery when Windows 10 does not start correctly"

Regarding the audio issue, I have found that post. I will be addressing that in another post in some time. The recovery to factory settings may also clear the audio issues with the unit. However, I will address still address it.

Trust me I’ve done all I can to help you here by keeping your best interest in mind

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. 🙂