HP Spectre x360 touchscreen problems

[DanManLDN]

Hi guys,

Since I bought this laptop in Septmber last year I have always had problems with the touchscreen.

I originally posted on here to see if anyone else had the same issues and I ended up uninstalling the driver and installing a different version, which didnt cure the problem. In the bottom left of my screen is as though someone is overiding me and holding the cursor in the same position which means I am unable to do anything at all.

After contacting HP and being told my warranty was out of date I installed another driver, which seemed to work for the last few months, but now I have the same issue again. The issue seems to stop for a while when I closed the laptop shut and re opened it again but I can't keep on like this anymore. Laptop is not even a year old and I feel like throwing it across the room!

Has anyone else had any experience like this and is there a solution?!

Thanks in advance

[MKazi]

@DanManLDN

A very warm welcome to the HP community. A very good day to you. 

I understand that you have an HP Spectre x360 - 13-4109na laptop. I read that there is a touchscreen issue. You have tried installing different drivers for the touchscreen and the issue persists. The

touchscreen works as through someone is overriding you and holding the cursor in the same position. I appreciate the steps you have performed and have certainly done a good job.

I would like to mention that the factory warranty starts from the day the laptop was purchased and is good for 1 year. 

I recommend you to perform the following steps to run a hardware test on the touchscreen:

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

• Turn on the computer and immediately press the F2 key repeatedly, about once every second.

• The HP PC Hardware Diagnostics (UEFI) main menu is displayed.

• Select Component tests.

• Please initiate a test on the Touch Screen - Quick interactive test to determine if the touch screen is functioning correctly. Click Touch Screen, then Run once.

If the test passes then please refer to this HP document which helps is fixing touchscreen related issues. 

I sincerely hope this fixes the issue. Please feel free to let me know how it goes. Cheers! 🙂

[DanManLDN]

Hi MKazi,

This did not work!

Not even one of the squares dissapeared when I touched the screen.

Looks like I need a new screen?

[Jeet_singh]

Hi @DanManLDN,

Thank you for replying,

I appreciate your time and efforts,

As I understand you tried to run the touch screen diagnostics from HP hardware diagnostics and it doesn't seem to have worked. 

I recommend checking if the touch is working on the Bios screen (Accessed by tapping F10 while restarting the computer).

If it works on bios, it's a software issue: please reinstall windows using the recovery partition or the recovery media to fix the issue

If it doesn't work on BIOS either, it's a hardware failure and you may need to contact HP to set up a hardware repair service.

Let me know if those steps worked for you.

If they did, that’s awesome!

Good Luck.

[DanManLDN]

Hi Jeet_singh,

I accessed the BIOS page and the touch screen did not work on there either.

Is there a particular setting that I would need to go in to to run a test in BIOS or should it just work?

Thanks,

Dan

[Jeet_singh]

Hi @DanManLDN,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have tried to boot the computer into the Bios and the touch screen does not work, and you would like to know if there is any particular section where you need to check? No, you should be able to check it on the Main screen itself. 

I would like to know when you ran the test on the touchscreen from F2 (interactive session) if it had not worked, there is a box which you need to click to get a failure code. I would suggest you try to run the test again and check for the failure code. 

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. 

And I Hope you have a good day, Ahead.

Regards,

[DanManLDN]

It does not provide me with a failure code as it does not recognize that the test has failed - it thinks that I cancelled the test because the time elapsed before any squares were touched.

[Jeet_singh]

Hi @DanManLDN,

Thank you for replying,

I appreciate your time and efforts,

As I understand you have followed the steps and still having the issue, I would suggest this could be a hardware failure with the PC. I would recommend you contact our HP phone support for available service related options. If your product is out of warranty, please don't forget to choose the paid options to get the tech support number.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

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 numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

Regards,

[HugoGlz]

hi, i had the same issue with my spectre x360, since the first day i bought it the screen started to fail with the exact same problem you stated. what i did after 3 months was to finally send it to warranty, they changed the screen, the sdd and put thermal past because my laptop would also heat as hell. They took almost a month to send it back and the problem is not 100% gone, sometimes my touchpad will not work as the cursor wont move or it does very laggy and clicking everywhere.

[JuanE_19]

I have the same problem.  The malfunction of the  touch screen overrides my mouse and  it works as if the screen was touched in different areas making it impossible to work. We'll differnt windows pop-up or i end up writting in other parts of the document.

Bad quality  laptop. 

 Does somebody have a solution? how do you disable the touch screen?