08-14-2016 12:17 PM
Yesterday I was trying to fix my problem that photoshop cs6 did not recognize my dell active stylus. After browsing several forums, I was led to a firmware update for the touchscreen on the hp spectre x360 found on this page: http://support.hp.com/us-en/drivers/selfservice/hp-spectre-15-ap000-x360-convertible-pc/9256669/mode....
I did not realize that this page was intended only for the 15.6" version of the spectre, which I do not have. I downloaded the firmware update for the FHD screen and ran it, but it failed to fully install. The problem afterwards is that this firmware update somehow corrupted the firmware that was already running on my version of the spectrex360, so the touchscreen no longer works. I checked in the device manager and there was no longer any HID-Compliant touch screen until I showed hidden devices and afterwards it said it was disconnected. I uninstalled the device to see if that might let the device manager find new firmware for it automatically, but this has just left me with no HID-Compliant touch screen device at all.
The solution to this problem is extremely simple, yet HP has somehow overlooked it. There is no firmware download for the touchscreen on the Spectre x360 13.3" page located here: http://support.hp.com/us-en/drivers/selfservice/hp-spectre-13-4100-x360-convertible-pc/8499273/model.... Did HP completely forget about this driver or just assume that no one would ever attempt to download an update for a different version of the same PC?
Other people with the same problem have been led in many directions by HP personnel, namely to factory reset their computers not knowing that this does not fix the faulty firmware now on their computers. HP Support assistant doesn't recognize that I have any faulty drivers related to the touchscreen, and HP Recovery Manager doesn't list any driver for the touchscreen under the 'reinstall drivers and applications' category.
All I'm trying to get across is that I've tried everything I've found (even trying to find a version of the driver somewhere other than HP's site like Driverscape but they don't have touchscreen firmware either) and I need HP to upload the original firmware to the 13.3" page so that I can fix this.
08-17-2016 12:07 PM
Thank you for joining the HP Support Forums. This is a great place to ask questions, find solutions and get help from others in the community! I will do my best to help you with the fact that the Touchscreen is not working for you after an issue with a firmware update.
Please follow the steps outlined in order in the Troubleshooting Touch Screen Issues.
Have you tried doing Windows Updates again?
Have you tried to run the Windows Troubleshooter?
Have you tried to Perform a hard reset?
Have you tried to Update the graphics driver?
Have you tried to Perform a touch screen diagnostic test in HP Hardware Diagnostics?
Please use the System Restore feature and pick a date that was before the issues started.
To use System Restore in Windows 10:
- Go to the Search
- Type Control Panel
- Click Control Panel
- Click System
- Click System Protection
- Click System Protection Tab
- Click System Restore
- Click Next
- Choose "Choose a different Restore point"
- Click Next
- A box that says "Restore your computer to the state it was in before the selected event" will pop up
- Choose the event
- Click Next
- Click Finish
- Click Yes to Confirm
When the System Restore is finished, you will get a pop up that says it has been completed.
If this reply helped, please use the Accept as Solution button. If you want to give me a virtual high five, please click the Thumbs Up icon below.
Please let me know what the results of the suggestions above are.
Thanks for joining in!
Have a good one
I work on behalf of HP
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10-19-2016 03:23 PM
I also have this same exact problem! From the exact same source! They put out firmware without clear instruction and now its killing our touchscreens! Please help! All we need is the firmware file for our touchscreens (13-4002dx). That should solve the problem, its not hardware
10-20-2016 01:38 PM
Thank you for your comments. If you have tried everything that has been suggested in the previous post and the issue remains. please contact HP Support for further assistance. Contact HP Support Fill out the online form and follow the prompts.
10-20-2016 03:34 PM
I did and after a long phone call they gave no options but to send it in. Out of warranty that'll be expensive!!
If HP can provide faulty firmware downloads on your forums, why can't you provide the correct original the unit came with? That's all it needs, but no touchscreen firmware is on the drivers/firmware page for my unit.
10-20-2016 04:03 PM
Why you messed up with firmware updates not checking if it was intented for another model?
I think HP will not provide it because its part of their software and there wasn't any firmware update utility for our 13" model.
And I suppose they can't provide support for an operation made by user which "damaged" the machine.
Did you tried to recover the OS to factory condition from the HP bios options?
Maybe some drivers are gone bad.
10-20-2016 04:18 PM
I was having some pen sensitivity issues so went to look for updates. I came across this:
It wasn't the same model, but the 'HP Expert' clearly said "If it isn't compatible it won't work. Drivers and firmware check for compatibility when they are run."
So I thought I would try it, the worst that could happen is nothing. Oh wait, except the real worse is it erasing the touchscreen firmware and leaving you with nothing...and HP not willing to share the original firmware, just faulty ones.
And yes I've tried a system restore and BIOS rollback, nothing changed.
10-20-2016 04:29 PM
Yeah it really stinks :/
The touchscreen driver is there if I show hidden items. I can't enable it, only uninstall it. The big key is that under the UFEI diagnostic screen on bootup doesn't even have touchscreen listed under components. It really is as if the laptop doesn't know it has a touchscreen. No software side restore/driver fixes it. I believe all it needs is the original firmware restored