HP ENVY X360 Mouse Cursor Jumps to top of the screen

[azam-basha]

Hi, 

I am hoping, someone from the community would reply to my question. 

This was my first HP laptop and I am having a very bad experience. My laptop is out of warranty. The touchpad had cracked while I was traveling. I got the touchscreen replaced from HP Authorized centre @ Bellary, Karnataka, India.  

I noticed that mouse cursors move by itself to the top center of the screen. I ignored it for a few days, now it is getting very difficult to work on the laptop. 

Troubleshooting I did and didn't solve the issue  

1. Run diagnostic tool - tests were successful. 

2. uninstalled, updated touchpad mouse drivers- didn't work. 

3. completely formatted and re-installed the OS itself, didn't work. 

Is there any other troubleshooting that you can suggest? 

it would be very helpful if someone can reply quickly. I am a very unhappy HP customer. 

[Riddle_Decipher]

@azam-basha Peace be unto you!

I recommend running a hardware test on the touchscreen to be sure if it isn't working in the BIOS(accessed by tapping F10 during a restart, please try that first),

please use the below steps to perform the test:

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

3. On the main menu, click Component Tests.

4. The Component Tests menu displays.

5. Touch Screen Test - Quick interactive test to determine if the touch screen is functioning correctly. (This test is currently not available in the Windows version of the hardware diagnostics.)

   To run the test, click Touch Screen, and then click Run once.

6. If the test fails, please capture the 24 character failure ID and revert with the details. and if it passes, we may need to check if a windows program is conflicting with the touchscreen, try checking if it works in safe mode.

Keep us posted. Although, I hope that answers your query,  

If it did, simply select "Accept as solution", to help the community grow, 

And if you wish to thank us for our efforts, click on the thumbs up for kudos.

Have a great day ahead.

[azam-basha]

Thank you for the quick reply. 

Diagnostic Tests - Mouse Passed both the tests. 

Safe Mode -  The cursor jumps in the safe mode as well. 

Please advise the next course of action.

[Riddle_Decipher]

@azam-basha Could you perform a touchscreen test as well, or is that done as well? If that's what you meant by both tests have passed, I suggest you check if the cursor jumping occurs on BIOS, restart the computer and tap on F10 during a restart to access the screen and check if it works.

If it fluctuates or jumps on BIOS as well, that would confirm a hardware malfunction,

If it doesn't happen in BIOS, this is a software malfunction and I suggest you create a backup of all the personal data and then reset the windows using the steps in this link: Click here

[azam-basha]

Thanks for the reply. 

The cursor still jumps but not to the point of the screen it generally jumps to. 

so, does this mean, its a hardware problem itself ? 

[azam-basha]

SUMMARY

Diagnostic test: touchscreen  - passed

                              Mouse - passed

OS & Driver: formatted and re-installed everything 

BIOS: Issue exists

Hardware : 

DIsammbled the laptop and detached the touchpad from the motherboard

After Detaching the touchpad, the cursor still jumps. 

This is very surprising. The device itself is disconnected and no more working. The cursor still jumps through the USB Mouse. 

[Riddle_Decipher]

@azam-basha I'm shocked just as much as you seem to be, although, it does look like a hardware malfunction on the motherboard if the part is detached and yet the issue persists (well either that or the device is possessed 😛 on a lighter note) nevertheless, I suggest you talk to HP support and discuss your options to get it repaired:

follow the below steps to get started:

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, is yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

[azam-basha]

Hi Riddle, 

I have an update. 

I had taken the laptop to the computer market. One of the computer technicians pointed out a hardware misplacement of the touchscreen during the replacement of the HP authorized service center in Bellary. 

He resolved the issue but accidentally broken the touchscreen. 

so, I am back to square one and have lost my money, I invested on the touchscreen. 

I would like to complain about the service center. Do you know a proper channel to do the same? 

[Riddle_Decipher]

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

They will likely request information from you in order to look up your case details or product serial number.

Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

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

Thank you for visiting the HP Support Community.

[azam-basha]

Thank you for your help.