New Envy laptop, supposed to be touchscreen, isn't working. Have followed all the instructions.

[HelenL77]

My Envy laptop just arrived on Tuesday,  It says it is touch screen on the packaging, and came with a touch pen.  However the screen just isn't working as a touchscreen.  I have done all the available updates.  I followed all the instructions that the virtual assistant told me to do.  I am not a techy person so I don't know what else to do.  Help please!

[Echo_Lake]

@HelenL77

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help,

That's unfortunate if the screen has never responded to touch, but you think that it should use the below method to confirm that your computer has a touch screen.

• In Windows, search for and open View pen and touch info. If the Pen and touch section reads No pen or touch input is available for this display, the computer does not have a touch screen.

And, also your touch screen might not respond because it is not enabled or needs to be reinstalled. Use Device Manager to enable and reinstall the touch screen driver.

1. In Windows, search for and open Device Manager.

2. Expand the Human Interface Devices list.

3. Right-click the HID-compliant touch screen device, and then click Enable, if possible. If the Enable option is not available, continue to the next step.

   

4. Tap the screen to see if it responds. If it does not, continue with these steps.

5. Right-click the HID-compliant touch screen device, and then click Uninstall.

   

6. Restart the computer to reinstall the touch screen driver.

7. Tap the screen to see if it responds. If it does not, configure the touch display.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[HelenL77]

Hi, thanks for your response, I have already gone through these steps.  The laptop is not showing as having a touchscreen, even though it should.  Regarding the first instruction you gave me the pen and touch option does not come up.  On the second instruction there is no touchscreen option on the human interfaces list.  It states touchscreen on the packaging, and the product description, and it also came with a touchscreen pen (guess this would not have come if it wasn't a touchscreen!)

I think I need to arrange a replacement.  I got this from the hp online store last week, but have had any instructions on how to return/replace the laptop.

[Echo_Lake]

@HelenL77

Thank you for posting back.

I appreciate your efforts to try and resolve the issue. 
This requires remote assistance, please reach out to the HP Support in your region for further troubleshooting steps.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.