12-04-2019 05:50 PM
This is my computer and product.
HP ENVY x m6 Convertable
I am having an issue where there are circle orbs appearing on the screen, the mouse jumping around and flickering on the screen, and I am barely able to navigate around the computer because everything is jumping around. This started right after a trip and the only thing I can think of that started it is that it may have been bumped around a bit more than usual.
I have read numerous messages on this topic and tried a number of different things to fix this. As of now, the ONLY thing that fixes the problem is for me to go to the Device Manager > Human Interface Devices > UNINSTALL HIID-Compliant Touch Screen. That solves the problem immediately. However, when I reboot my computer, the driver gets reinstalled and the problem starts again. It takes me about 15 minutes to be able to log in and get to the device manager because everything is jumping around.
Here's a list of things I tried which DID NOT fix the problem.
> Restarting the computer multiple times.
> Running the computer while not plugged in and while plugged in.
> Running the computer with an external mouse and without an external mouse.
> Moving the screen tilt to different positions.
> I checked my HP updates and Windows 10 Updates. All of them are up-to-date. The history shows that the latest updates were weeks ago and this problem just appeared about 5 days ago.
> HP Assist Network Check
> HP Assist System Check
> HP Assist Operating System Check
> All HP Assist Guided Troubleshooting related to the screen or touch pad
> I tried restarting the computer and pressing F2 every second to try to get the UEFI screen but it would not work because of the malfunctioning
> I also tried re-calibrating the touch screen but since the mouse is jumping around all over the place, this task will not work.
Based on my research, it appears that I either need a new screen or new computer. If I need a new screen, can someone tell me what part I would need and how I would get this fixed. I just need to figure out if it's worth it to replace or whether I should just get a new computer.
12-07-2019 11:48 AM
@vtkendra Welcome to HP Community!
I understand that you are looking at the part number for the touch screen.
As you have performed the all troubleshoot ing steps. I would suggest you contact phone support.
Part number: 856811-001
Part description: 15.6 INCH PANEL KIT, LCD FHD BV SLIM TS
You could purchase the part from HP, use the HP Parts surfer to identify the part: http://partsurfer.hp.com/search.aspx
And order it via the HP Parts store: https://parts.hp.com/hpparts/CountryChoice.aspx?mscssid=&ccode=ZZ&lcode=ZZ
Or alternatively, Contact HP for setting up an order/service via phone support
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