Need help replacing unresponsive touchpad

[Kei0909]

Is there any way I can get some help with replacing my touchpad which is unresponsive after 3 month of usage? My laptop is still under warranty and I had extended warranty too. Trying to contact customer support but keep taking me to find a repair center page. 

[ub6424]

Hello @Kei0909 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your current system configuration before we check the touchpad

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Start Windows <device manager>

- Expand <Mice and other pointing devices>

- Expand <Human Interface Devices>

--->>> Send screenshot

(3) Please report your results

[Kei0909]

OS Name Microsoft Windows 11 Home
Version 10.0.22000 Build 22000
System Model HP Spectre x360 2-in-1 Laptop 16-f0xxx
System SKU 39R23AV
Processor 11th Gen Intel(R) Core(TM) i7-11390H @ 3.40GHz, 3418 Mhz, 4 Core(s), 8 Logical Processor(s)
BIOS Version/Date Insyde F.08, 2022/05/05

If you need anything please let me know

[ub6424]

Hello @Kei0909 

(1) Start Windows <device manager>

- Locate the device "i2c hid device" with yellow exclamation mark

- Right click -> Uninstall device

(2) Reboot

(3) Test touchpad

(4) Please report your results

(5) In which country do do live ? It is about the possibility to contact a service center

[Kei0909]

Already uninstalled it and rebooted but still no respond from the touchpad so I think its a hardware issue. I'm in Savannah, Georgia and we don't have any hp repair center here I belive.

[ub6424]

Hello @Kei0909 

There are some cases where the touchpad is technically defective, and this could be in your case.

--->>> Please contact HP support for service repair.

Kind regards

[Kei0909]

That's what I need help with, when I try to access customer service it only send me to a page which show nearby repair center. I need to speak to a customer service rep to help me with the send in repair cause the nearest center is 2 hours away.