HP Pavilion x360 13-U158TU touchscreen does not work (is not recognised by Windows)

[polyama]

Touschscreen does not work, it is not recognised by the system. Possibly problem with driver.

[DavidSMP]

Hi @polyama,

Hi @polyama,

Thanks for stopping by the HP Support Forums!  🙂 Good day.  I read your post about touchscreen issues on the computer. I will be delighted to assist you here. 🙂

Stupendous diagnosis and spectacular analysis of the issue before posting.  Kudos to you on that score. It is always a privilege to work with technical specialists like you. 🙂

We greatly value your relationship with HP. You are a valued HP customer and we appreciate you greatly for doing business with HP. I take it as a privilege to share this platform with you.:)

For better clarity and to assist you better, I would require more information regarding this:

• When did it stop working?
• Did a software or windows update cause this? Do you remember?

First off we need to isolate the issue to being hardware or software related.

Please follow the steps from this link: http://support.hp.com/in-en/product/HP-Pavilion-13-u100-x360-Convertible-PC/12589419/model/14163356/... and follow the option “Screen does not respond to touch, or responds intermittently”

If this does not help, check if the touchscreen works in the diagnostics page according to instructions that are given in the link to isolate the issue further.

If the touchscreen does not work in the diagnostics page then it is a hardware issue with the touch sensors and you will need to contact

HP phone support to get the unit serviced. Steps to contact HP phone support:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty repair services is taken care of by the manufacturer’s warranty.

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. 🙂

[polyama]

Thank you DavidSMP,

I'm really flattered 🙂

1 The laptop is new and touchscreen had never worked (since it was purchased)

2 There was no updates (its unlikely software was the cause, see 1)

As I wrote, the system does not see it. The problem likely with "I2C HID device" which cannot start, code 10. (see screenshots below) . I tried to uninstall and install the driver - does not help - it is current (but dated 2006).

Thank you for the link, it does not offer ny workable solution.

There is no " HID-compliant touch screen", instead several of "HID-compliant vendor defined device"  which claimed to be disconnected.

See screenshots.

I guess next step will be bring laptop back to the store.

[Chimney_83 · Accepted solution]

Thanks for the reply and providing the screenshots and trying the steps suggested in the article suggested. 

Recommend you to run HP Support Assistant to make sure all the drivers are updated, check for Windows updates as well. 

If the issue persists, boot the computer to BIOS by tapping F10 on the keyboard during Startup. 

Touch the screen in BIOS, you should hear a beep. Indicating that the touchscreen is working fine. 

If you do not hear a beep, please contact our phone support for the service options. 

Let me know if this helped. 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[polyama]

Hi Chimney_83,

No beep in BIOS mode, does this mean it's a hardware problem?

Thank you.

[Chimney_83]

Thanks for the reply, as the notebook is not beeping when you touch the screen in BIOS. It is mostly likely to be a hardware issue.

Recommend you to refer to this article HP PCs - Troubleshooting Touch Screen Issues (Windows 10, 😎

Click on Screen does not respond to touch, or responds intermittently in the article and try to  Perform a touch screen diagnostic test in HP Hardware Diagnostics UEFI as suggested in the article. 

Please contact our phone support for the service options available for the computer.

Let me know if this helped. 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[polyama]

As I wrote, a hardware problem, got laptop replaced in store

[DavidSMP]

Hi @polyama,

I am happy that  things have been taken care off.

Have a blessed week ahead. 🙂