HP support with obvious issues that continue to frustrate the same people

[JoePaNitts]

My All-in-one computer that was purchased a few years ago and my experience with the machine has been...ehh, OK.  My experience with the ability to resolve issues, has been blah!!!!!  My ASUS that I gave my daughter for college was 5 years old and never had the issues this one has.  If I ran into an issue I could read about it and get it solved STAT.  I would love play the part of the idiot here....Help me eat crow!  Help me fix these issues.

The hp pavilion x360 - 14m-cd0001dx initially came loaded with Windows 7 but I upgraded to Windows 10 when it first came out and had absolutely no issues.  Not long after the first few updates I noticed a problem that has been written about on this message board with no answer:  My laptop keyboard would work fine with the exception for a row of keys running straight down.  Those keys are "9" , "o" , "l" , & finally the "." keys.  When the problem first started I could get the keys to work by continually tapping them, or punching out a bunch of random keys with them included. Once I noticed the "o" would begin to show up I was usually good to go for the rest of the day (or until I restarted my computer again.  Of course it would never duplicate the problem for Best Buy and I really couldn't be without a PC to send it in forever so I dealt with it.  - - Murphy's Law - - About 2 weeks after the support was up those keys would not type at all and it became necessary to use an external usb keyboard.

Another issue that I was able to solve on my own after months of experimentation (because there is no viable solution on here), was the 2 and 3 finger scroll function stopped working completely.  I had to read blogs all of the internet to solve that one because none of the solutions were viable here.

The final straw that will likely guarantee that I never buy from HP again (without a serious change):  My touch screen stopped working and there are so many people experiencing the same issue all over the internet and the troubleshooting seems to be purposely rudimentary.  So many people have stated with same issues where they have had to send in the PC to have the Touch Screen digitizer replaced and everything in my gut says that HP knows there is a problem with the hardware and the most recent builds of the bios or windows 10...I think they know there is nothing wrong with the hardware itself but they are counting on few people ever doing anything about it.

I didn't just come by this conclusion lightly.  I have done every troubleshooting test out there and here's where things are at:

My touch screen shows up in device manager as "HID-Compliant Touch Screen" & "EZTouchFilter" (both).  If I uninstall and restart, the "EZTouchFilter" shows up as "I2C Touch Screen" until the next update where it becomes the "EZTouchFilter" again.  I have installed all the original Serial IO drivers and that's when I can restart and (as long as I don't do anything else), I can press the keyboard with my finger and it will highlight the file I'm attempting to open (it won't do anything else, mind you).  I can typically get it to read the touch of my finger 1 to 3 times before it stops and won't recognize it again.

*The test for the touch screen is present in the BIOS

*Windows sees my touch screen

*My devices are enabled (uninstalled and reinstalled)

*I have run old drivers1709, old drivers of 1803, new drivers

*I have deleted USB devices and changed drivers around on there

*I have reinstalled windows multiple times

****If the hardware is known to the BIOS and the OS and will give small responses with certain old drivers, I'm sorry but replacing the digitizer is not my issue or fault.  There is no car manufacturer that could get away with this without a recall....C'mon HP, you're a tech company...be logical and reasonable.  If you knew me at all, you'd understand that for me to write this means that I am at the end of my rope and would love to extoll your virtues if you get if fixed....I am not looking for a free ride here...I want my PC to work...PLEASE!!!

[TEJ1602]

@JoePaNitts, Welcome to HP Support Community!

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 Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[JacksonLawless]

These are the system specs.  Your help would be greatly appreciated:

System Information report written at: 04/27/21 17:01:56
System Name: 
[System Summary]
Item Value
OS Name Microsoft Windows 10 Home
Version 10.0.19042 Build 19042
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name 
System Manufacturer HP
System Model HP Pavilion x360 Convertible 14m-cd0xxx
System Type x64-based PC
System SKU 4BV71UA#ABA
Processor Intel(R) Core(TM) i3-8130U CPU @ 2.20GHz, 2208 Mhz, 2 Core(s), 4 Logical Processor(s)
BIOS Version/Date Insyde F.37, 11/23/2020
SMBIOS Version 3.0
Embedded Controller Version 72.23
BIOS Mode UEFI
BaseBoard Manufacturer HP
BaseBoard Product 8486
BaseBoard Version 72.23
Platform Role Mobile
Secure Boot State On
PCR7 Configuration Elevation Required to View
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume1
Locale United States
Hardware Abstraction Layer Version = "10.0.19041.906"
User Name 
Time Zone Mountain Daylight Time
Installed Physical Memory (RAM) 8.00 GB
Total Physical Memory 7.84 GB
Available Physical Memory 671 MB
Total Virtual Memory 15.8 GB
Available Virtual Memory 3.65 GB
Page File Space 8.00 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualization-based security Not enabled
Device Encryption Support Elevation Required to View
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes

[Kumar0307]

@JacksonLawless, Welcome to the HP Support Community!

To assist you better, what is the issue you are facing with the HP computer?

Kindly elaborate.

Keep me posted for further assistance.

[JacksonLawless]

Do you not feel the initial post elaborated enough?  Is there something more specific I could say?  My touchscreen is not working and I have a strange issue with my keyboard (as stated above).  I'm not trying to be sarcastic.  I just assumed I was thorough in my initial post and you didn't notice, but maybe I'm wrong.

[Kumar0307]

@JacksonLawless

Thank you for the response. Your initial post says nothing about the issue you are facing. It only has the product specifications.

Have you tried using an external keyboard and check if that works fine?

For now, let us try these steps:

Install updates using HP Support Assistant

1. In the search box, type and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Also, check for any pending windows update. Reboot the computer. 

Let us run a test on the hardware components of the PC

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. Perform System Test > Extensive test. Share the result on your next post.

Keep me posted.