Problems with touch screen/active stylus when not touching laptop case

[TheAIstudent]

Hello there, this is my first interaction with the HP community.

I just bought a HP ENVY x360 13-ag0002na two weeks ago and at first I was very happy with the product, as it is exactly what I needed for my studies. However every once in a while I started facing some problems with the touch screen and the interaction with an active stylus pen, namely:

-   When I am writing with the pen (on OneNote, Windows Ink, and similar) the cursor jitters, therefore making it impossible to draw/write anything. This happens even if the pen is standing still on a fixed point on the screen.

-   After I touch the screen with my finger (while not using the pen) to drag/zoom/select anything, the input from the pen is not recognized for about 3 seconds: the shortcut button on the top still works, but everything else is ignored, which is pretty annoying for my workflow.

-   Often the touch screen is very inaccurate, registering multiple touches all around the screen both when I drag and when I try to click something.

All of these would happen sporadically and (at first inspection) randomly.

Attempted solution 1: Initially my guess was that some drivers were out of date or faulty, so I followed what most answers in this forum to posts about touch screen input and stylus problems suggest, I went to many of the possible HP support pages about the topic, attempted all restarts/driver reinstalling or updating, but I was having no success.

Attempted solution 2:  My second guess was that it was the stylus' fault. Since the ENVY does not come with a stylus, I had to buy one (Wacom Bamboo Ink),  which I was recommended by another person who purchased the same model as me. I attempted changing the compatibility settings, replacing the battery and/or the nib, but still with no success. 

Final note and curious finding: After reading a lot of posts around the internet and doing some testing, I realized that all of the problems only happen when the laptop is charging and the laptop's metal frame is not touching my skin. That is, if while I am using the pen/touch screen with my right hand, I touch any part of the metal frame of my laptop with my left hand, none of the problems presents itself. Or alternatively, if I unplug my laptop from charging, all the problems disappear. I was starting to think the problem was that the stylus was just not compatible and that created instability, but the fact that the stylus works perfectly well when I am touching my laptop, and that the problems involve interaction with the touch screen only as well, discourages that idea. This seems to be some kind of hardware issue, albeit I have no idea what could be causing it.

What could I do to solve the problem? Except for changing the active pen stylus...

Thanks in advance for your time.

[Jeet_singh]

@TheAIstudent,

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More. I see from your post that you are having issues related to active stylus. Don't worry we'll work together to help you find a solution.

Splendid effort and fabulous description of the issue before posting. Kudos to you on that score.  You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you. 

After reviewing your post thoroughly, I would suggest this looks like a possible hardware issue. 

In this scenario, I will share you a private message with details. Please watch your inbox for more information.

Let me know if this helps!

Have a great day ahead! 🙂