Spectre x360 mouse point goes wacky

[dbronstein88]

I ran the test on the mouse/TouchPad and it passed, although it only registered the left mouse clicks from the bottom left of the touchpad. I also ran the touchscreen test and that passed as well. And I ran the system quick test and the processor check failed the first time failure ID 0GBW22-7NT8GU-MFPWMF-07QC03 but I ran it a second time and everything passed.

[MKazi]

@dbronstein88

Thank you fo replying with the results.

I suggest please run the processor test one more time just to be sure there are no issues with it. Also, please perform a system refresh (repair). Refresh will not delete your data. NOTE: Though the steps mentioned in the link are for Win8, they will work for Win10 also.

Cheers! 🙂

[dbronstein88]

I ran the processor test again and it passed.

What's the difference between the Refresh and the reset that was previously recommended that I ran yesterday? I don't want to spend another 4 hours reinstalling applications again if it's the same thing I already did.

[MKazi]

@dbronstein88

A refresh will only repair the Windows operating system and none of your data is lost. Alos, please update the drivers from this link: http://hp.care/2kf401X

Cheers! 🙂

[dbronstein88]

That's the same thing I did yesterday with the reset. It completely reinstalled windows and kept my data. But the reinstall knocked out a whole bunch of programs/apps that I had to reinstall. I see no value in doing it again because it didn't fix the problem.

I installed the driver you linked to and I started having the problem on the lock screen after the reboot. So that didn't fix it.

[MKazi]

@dbronstein88

Thanks for letting me know. Ideally, the steps you performed should have fixed the issue by now. I suggest you to contact HP phone support to explore the service options for your laptop. 

Let me know if you have any questions. Thanks again!

[dbronstein88]

I finally resolved this (mostly). The issue is the touch screen. I updated the firmware and drivers for the touchscreen and that fixed it for a few days, then it started acting up again. I finally disabled the touchscreen in device manager and haven't had any issues. Of course I can't use the laptop as a tablet anymore, but at least it's usable as a laptop.

[DavidSMP]

Hi @dbronstein88,

I reviewed the post. thanks for the quick response. Kudos to you for a job well done. 🙂 you've disabled the touchscreen option under Human Interface devices in device manager. So it no longer works as a touchscreen.

Since you've done copious troubleshooting and the issue persists relating to the touch screen, Please contact Hp phone support to try and get the situation corrected.

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[dbronstein88]

It's out of warranty and a new display (part 801496-001) is $980 in the HP parts store. I can buy a new laptop for that price.  I'm not sure what the most ridiculous thing is here: the touchscreen failed in less than a year, a new display costs as much as new laptop, or that it's out of warranty in less than a year.

[DavidSMP]

Hi @dbronstein88,

I read the response comprehensively. Superb troubleshooting and spectacular deductions. Hats off to you on that score. The computer does not go out of warranty within a year. If the computer was purchased within a year and there is a warranty dispute, please contact HP phone support to get the situation corrected.

Once the warranty is established, the computer can be sent in for repair and the manufacturer’s warranty should cover it for you. Also, I would request you to please contact HP phone support to get the unit serviced rather than ordering the part. Please do not contact the part store.

The entire computer will be checked at the service center fixed and returned in good shape with the touchscreen replaced. If the unit is out of warranty, then it is best to send the unit in for repair rather than ordering the part as the whole computer goes through a complete repair with a 90-day warranty to boot.

I request you to contact HP phone support rather than the part store for a quotation at least.

Steps to contact HP phone support:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great.   Please reach out for any issues and I'll always be there to assist you. 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Do take care, stay healthy, keep smiling big and do have a blessed year ahead.