HP ENVY x360 13.3 2-in-1 Laptop - Touchscreen is not working for 2 months now as on 27th Apr 24

[Pathfinder-24]

I bought a HP ENVY x360 13.3 2-in-1 Laptop in Aug'23.

The touchscreen is not working for 2 months now as on 27-Apr-2024

1. The Intel Precise Touch Stylus - Base Driver - Port # 1 is reflecting in the device manager continuously and is not going away even after uninstalling it and restarting the laptop. 

2. HID Compliant Touch Screen is missing from the Device Manager.

 

I have run all the HP PC Diagnostic tests available in the tool numerous times. But all in vain. 

Surprisingly there is no separate test for Touchscreen test under the component test in the tool. 

I have tried reaching HP support and have done complete PC reset today under the guidance and supervision of 4 different HP support people in one 5 hours long HP Assistant whatsapp chat on this process, but the touch screen is still not working.

While I will again get back to HP Assistant / Support and may visit their local service center, can anybody here help on this problem... ?

[BeemerBiker]

Windows update put in the wrong driver.

Try going back to the previous driver as explained here

How to Roll Back a Driver in Windows (lifewire.com)

Intel also has a support assistant and may have a better driver but do the roll back first

https://www.intel.com/content/www/us/en/support/intel-driver-support-assistant.html

[Pathfinder-24]

Thanks for the reply.

Rolling back option for Drivers is not active... Can't click on that option.

Will try the Intel Driver Support if that works.

[BeemerBiker]

I just went over to the software list for your system

https://support.hp.com/us-en/drivers/hp-envy-x360-13.3-inch-2-in-1-laptop-pc-13-bf0000/model/2101086...

and select win11 and looked down at touchpad stuff and there are two listing both are Aug 2023.

One is that Intel and the other is the Synaptics.  Those are two different companies that provide touch or pen devices.

Does your device manager show Synaptics in addition to Intel?

The intel precision touch driver is here

Do not install the Synaptics unless it is listed in the device manager.  You might expand the hidden device list and see if it is there.  I am guessing that the Intel is the correct company.

[Pathfinder-24]

Thanks for further help and guidance.

As my laptop is still under one year purchase warranty, I contacted HP Online support and tried resetting the laptop as per their guidance. But, it could not be resolved. Finally after 2 full days (27-04-24 and 28-04-24) of online support I was asked to do the Hard reset of my laptop by downloading HP Cloud Recovery Tool. I did that under their guidance and this recovery failed. Now the laptop has become non functional / dead. After this the online support executive said, they have escalated the case for Technician Support but till today I have received only 2 emails from their service partner in India (TVS Electronics) that a part has been ordered. Once this part will be received by then I will be contact back for further process. I have tried calling on the given number of TVS Electronics many times but nobody picks the call.  

Its been more than 10 days now and I am left with an almost dead laptop which earlier a fully functional laptop except touchscreen not working.

HP Team. Please get my under warranty product problem resolved ASAP.....