HP Envy 360 13-bf0500sa Touchscreen stopped working

[andydoku334]

HP Envy x360 2in1laptop (6M1Q0EA) running Win 23H2.

Touchscreen stopped working in Feb this year, seemingly after a Windows update, which I have since rolled back in DISM, but without success.

oem79.inf showing this device cannot start (code 10) STATUS POWER FAILURE, resulting in windows not recognising the touch screen hardware that is present on the system.

When attempting to update the driver, the system states the correct driver is already installed, however the error persists.

When attempting to update using HP site drivers, the following error occurs:

Windows found drivers for your device but encountered an error while attempting to install them:
Intel Precise Touch and Stylus Base Driver - Port #1
This device cannot start

The touchscreen is not listed in HID in Device Manager.

When attempting to search automatically for drivers, the system responds that the most appropriate drivers are already installed.

There is no BIOS update available for this model.

The touch screen does not appear in BIOS config testing screens (however was 100% working prior to Windows Update)

At the same time, the same error message Status 10: device cannot start also appears for HP IR Camera and Intel Camera Flash (LED) in Device Manager > System Devices

It seems unlikely that all 3 devices would electronically fail at the same time.

There are no touch devices displayed under Settings > Devices

The system is already up to date with all Windows updates.

Running msdt.exe, the tool sees all 3 drivers have errors but returns "Troubleshooting couldn't identify the problem"

**Nothing** has worked.

Any advice appreciated.

Thanks.

[Raj_05]

Hi @andydoku334,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Given the detailed description and troubleshooting steps you've already taken, it appears that the issue might be related to power management settings or deeper driver conflicts. Here's a structured approach to further diagnose and potentially resolve the problem.

Check Power Management Settings

1. Disable Power Management for USB Root Hubs:
   • Open Device Manager.
   • Expand Universal Serial Bus controllers.
   • Right-click on each USB Root Hub and select Properties.
   • Go to the Power Management tab and uncheck Allow the computer to turn off this device to save power.

Remove and Reinstall HID Drivers

1. Uninstall HID Drivers:
   • Open Device Manager.
   • Expand Human Interface Devices.
   • Right-click on all HID-compliant devices and select Uninstall device.
   • Restart your computer. Windows should automatically reinstall the necessary drivers.

Manually Install Drivers from HP

Download Drivers:

• Visit the HP Support website.
• Enter your laptop model and download the latest Touchscreen, Camera, and Chipset drivers.

Install in Safe Mode:

• Boot into Safe Mode.
• Install the downloaded drivers.

Check for Conflicts and Perform a Clean Boot

1. Clean Boot:
   • Press Windows + R, type msconfig, and hit Enter.
   • In the System Configuration window, go to the Services tab and check Hide all Microsoft services.
   • Click Disable all.
   • Go to the Startup tab and click Open Task Manager.
   • Disable all startup items.
   • Restart your computer.

Update Intel Management Engine Interface (MEI) Driver

1. Update MEI Driver:
   • Download the latest Intel MEI driver from the Intel Download Center.
   • Install the driver and restart your computer.

[Raj_05]

Check Windows Update Troubleshooter

1. Run Windows Update Troubleshooter:
   • Go to Settings > Update & Security > Troubleshoot.
   • Select Windows Update and run the troubleshooter.

Perform a System File Check

1. System File Check:
   • Open Command Prompt as an administrator.
   • Type sfc /scannow and press Enter.
   • Allow the scan to complete and fix any issues it finds.

Check for Hidden Devices

1. Show Hidden Devices in Device Manager:
   • Open Device Manager.
   • Click on View and select Show hidden devices.
   • Check if the touchscreen, IR camera, and LED flash are listed. If they are, try updating or uninstalling and reinstalling their drivers.

Restore BIOS Defaults

1. Restore BIOS Defaults:
   • Restart your computer and enter the BIOS/UEFI settings.
   • Restore BIOS settings to their default values.
   • Save and exit.

Perform a System Restore

1. System Restore:
   • If the issue started after a recent update, consider performing a system restore to a point before the update.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[andydoku334]

Thanks Aidan, I tried all the suggestions but nothing worked. Telephone support concluded it was a hardware issue and the unit is being shipped for repair.

[Raj_05]

Hi @andydoku334,

Thank you for your response, 

Is there anything else that I can help you with today?

Take care and have a good day.

Alden4

HP Support