HP tilt pen not working on HP pavillion x360

[hgowhte]

I have previously asked this question but to no avail and returned my hp pen, so i decided to buy the hp tilt pen as that was the other pen that the virtual agent said was compatible, however receiving it today it has not worked again, so has the virtual agent been lying to me by saying my laptop is compatible when infact it isnt or is there an unforseen issue i am not seeing? the pen connects through bluetooth but i open microsoft whiteboard and start writing and nothing happens.

Pavilion x360 convertible 14-cd0522na 4BA14EA#ABU

HP Tilt Pen 2MY21AA#ABL

[Riddle_Decipher]

@hgowhte Technically, the virtual agent cannot lie because it's a bot, also I confirmed with the HP maintenance and service guide: click here to access and visit page. 2 Chapter 1 Product description to confirm if the device supports stylus.

That said, please try the below steps to install the latest firmware/update:

1. Go to the HP Software & Driver Downloads page.

2. Type your model number in the Enter your HP product name, product number or serial number box, for example, HP Spectre 15-bl000 x360 Convertible PC, and then click Find.

   If a list of model numbers displays, select your model number from the list.

   The Software and driver results page for your model displays.

3. Make sure the Detected operating system is correct. If necessary, click Change, select your operating system and version, and then click Change.

4. Click Firmware.

5. If a firmware update is available for the touch screen, click Download next to the update.

6. Follow the on-screen instructions to install the firmware update.

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[hgowhte]

i have tried this and when i run through the install i just get a command line window that is empty with the title

'Update multi-devices with EDID IAP tool ver 1.00'

its like if you open cmd and there is just a flashing underscore like its processing

Also i have the hp support assistant and i have checked for updates and i have none available 

[KrazyToad]

Please run an SFC Scan first and then reinstall the driver

Link: https://support.microsoft.com/en-us/windows/using-system-file-checker-in-windows-10-365e0031-36b1-60...

[hgowhte]

i have tried this and i am getting the same output as i stated in my previous post.

are you sure my laptop is compatible? i know the virtual agent cant lie but it could have an error or something.

HP Pavillion x360 14-cd0522na  4BA14EA#ABU

HP Tilt Pen 2MY21AA#ABL

[Riddle_Decipher]

@hgowhte I understand this could be frustrating, however, as I mentioned earlier, I've confirmed that it's compatible, and the fact that it isn't working though you've gone through all those suggestions, could be due to a defective stylus and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[hgowhte]

@Riddle_Decipher I understand but i have bought two of these pens now, what are the chances of two defective pens in a row? also I cannot contact HP support as it says my serial number is invalid, i bought the pen from amazon a week ago, on top of this i dont think the pen is defective due to when i press the grenade button it still opens notes, snip and sketch etc

[Riddle_Decipher]

@hgowhte The chances aren't very high, however, there's a slight chance of it being the cause of the concern, that said, I suggest you use the serial number of the computer and not the pen while attempting to contact the support team using the website I've shared.

[hgowhte]

i bought a new pen and it still doesnt work, please what is wrong i am quite frustrated now. clearly something is up and i cant even have a phone call with a real person as i bought my laptop second hand so the warranty has expired

[Riddle_Decipher]

@hgowhte In that case, If you have an HP authorized service center near by, you should be able to take it to them and have it checked,

Here is a link to HP Service Centers, by Country/Region: Click here

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.