Touch Screen and Track Pad Freezing Simultaneously

[Gdonya]

About a month ago, I bought the HP Envy x360 13 inch convertible. Several times now (averaging about once a week) both my touch screen and my track pad freeze at the same time. They completely stop working. The keyboard does continues to work, but when I unplug the laptop during this freeze it doesn't recognise that the computer has been unplugged (basically it doesn't go into battery saver mode, which I have it set for when unplugged).  nor does it go into sleep mode when I close the laptop. If a video is playing at the time of the freeze, it continues to play even if I close the laptop.  The laptop does, however, still recognise when I convert it into tablet mode – though without the touch screen working I can't activate this. 

The only way to get the touch screen and track pad working again is to do a complete reboot. I can use the keyboard to do this, but it's very difficult to close and save programs I have open.

I went through all the drivers and updated them (by all I mean most), I've checked for Windows 10 updates. I've checked the internet for a solution to this problem, but have found nothing. I'm hoping someone here can help me.  

This is a huge problem for me as I use my laptop for work and conference calls (I'm in confinement) and can't ask people to wait while I reboot.

Would really appreciate any help you can give.

[Kumar0307]

Hi @Gdonya

Welcome to the HP Support Community. I'd be happy to assist you.

Let us try these steps to resolve this issue:

Install updates using HP Support Assistant

1. In the search box, type and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Also, check for any pending windows update. Restart the computer and check for the issue.

Run hardware diagnostic tests if the issue persists.

Make sure the issue is not hardware related by performing diagnostic tests.

1. In Windows, search for and open the HP PC Hardware Diagnostics for Windows app.

   If the app is not installed on your computer, download the latest version from the HP Hardware Diagnostics website.

2. On the main menu, click System Tests.

3. Click the System Fast Test tab.

4. Click Run once.

   While the test is running, the time remaining and test result for each component displays on the screen.

5. If a component fails a test, write down the failure ID (24-digit code) and contact HP Customer Support. The information is also available in the Test Logs on the main menu.

   If no system component failed, continue with these steps.

6. On the HP PC Hardware Diagnostic app, click System Test, and then click System Extensive Test. The Extensive Test might take several hours to complete.

   • If an issue is not found, continue to the next step.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO STEP 2 ONWARD

I hope this helps! Keep me posted. 

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