Spectre x360 mouse point goes wacky

[dbronstein88]

I bought the laptop last February. According to the warranty checker on the HP website, the warranty expired in September. I bought it from Best Buy as refurbished, so that's probably why it had a shorter warranty.

I have no plans to buy the part because if I wanted to spend that much money, I would buy a new laptop from a different manufacturer.

[DavidSMP]

Hi @dbronstein88,

I read the response. thanks for the reply.

I have brought your issue to the attention of an appropriate team within HP. 

They will likely request information from you in order to look up your case details or product serial number. 
Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum.

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]

I need to give major props to HP. They replaced my screen as a warranty repair even though it was out of warranty, with a turnaround time of only five days.  Awesome service!

[JDDP]

Glad you had better luck than I've gotten. Same issue. Purchased refurbished, and now my mouse if going insane. I am few months out of warrenty and HP is trying to make me pay $400+ for trackpad repair. Glad you singled the issue out to the touchscreen. I will keep trying to get HP to fix this like they did in your case. This is just ridiculous.

[JDDP]

Same issue, and resolution here. Was just out of warranty and they replaced the LCD at no charge. Fixed the erratic mouse problem.

[casherman]

I'm experiencing the same issue with the Spectre 13" I purchased as an open box from Best Buy this weekend.  I disabled the touch screen on the human interface area and then updated drivers, which fixed it for a while.  It happened again this morning upon booting up.  I'm disabling again but this is so frustrating.  I plan to take it to Best Buy to see if they can do something, but I assume I'll have to send it in to be repaired and I don't even have everything up and running yet.  How does this issue affect so many people and not get addressed without having to ship something back in?And how does Best Buy sell an open-box computer that has a wonky cursor?

[khaled63]

Hi There,

I had a similar problem, where the mouse pointer goes crazy and uncontrollable. I've tried every thing without any success. I have HP Spectre 360 laptop.

By chance, I discovered that the source of error was the tuoch screen. I am not expert in these matters, but it looks like my touch screen was affected by a nearby desk lamp, which was close enuogh to the touch screen and may be it was creating heat that affects the mouse pointer and drags it continuously to the top of the screen.

I disabled the tuoch screen from the device manager and the problem disappered completely.

So, try diabling the touch screen and see if it will help.

Cheers,

[casherman]

Thanks for the suggestion.  I had tried that with no luck.  HP ended up having me send the unit back.  They said it's a known issue but can't figure out why and wanted to use my machine to help diagnose.  

[Bigstar3]

This has happened to me twice now.  I purchased a first gen Spectre 360 in 2015.  Within a couple months the pointer started traveling all over the screen.  After two months of troubleshooting, doing everything you guys have mentioned in this thread and more, HP threw in the towel and had me send it back.  Said it was definitely hardware failure.  Of course their troubleshooting with me for months pushed me out of the warranty window, so I had to spend another week fighting that battle.

They had it in for service which was supposed to be 6-8 weeks ,  beginning in February.  After the 5th week I received a call saying it wasn't going to be available until April 201th.  A couple weeks later, they pushed it to May 21st.  Two days later after that last push, I received a phone call from HP support offering to buy the PC back AND compensate me an additional $200 in gift cards.

I don't know about you, but I know this NEVER happens in product support unless someone or something messed up BAD.  I worked in IT support for 10 years, and this was the absolute last resolution you'd give.

The first person I talked to was from their product support team, who told me never to get another Spectre.  That this issue is well known, and they didn't have the hardware to repair all the recalls, which is why I was getting the offer I was.

Well, honestly, I couldn't find another product for the money with all the features this one offered.  This was supposed to be the top of the line touch screen laptop/tablet convertable, unless I wanted to spend another thousand dollars on a Microsoft Surface.  No.  Also, the credit was HP credit, not cash... so I had to replace my PC with them.

The second person I talked to when I called up to complain that I couldn't find another laptop similar told me how the first guy was nuts, and the Spectre is HPs flagship right now, and yeah the first gen 2015 models were crap, but the 2017 has all new hardware and updates, and this issue is resolved.  So, I talked them into giving me a 3 year warranty on top of the return, and I got the 2017 Spectre 360x.

As I type to you now, the mouse is moving from the left side of the screen to the right.  I move it back, and it slowly moves. 

It also will casually click, sometimes on the worst possible button or link I'd want it to while typing.  I am furious. 

[casherman]

They ended up replacing mine because they wanted to test mine to see how to fix it.  They agreed it is a known issue.  My new one isn't having any issues at all.  They even upgraded the memory and the screen.