Touch Screen stopped working

[KP657]

HP Envy 15m-cp0011dx serial #[edited]

1. touch screen worked fine for over 1 year

2. plugged in wireless mouse for husband to modify Excel sheet

3. touch screen no longer worked after removing wireless mouse

4. updated windows

5. updated drivers.

6. HID compliant drivers missing in Device manager

7. ran  HP hardware diagnostics in UEFI - touch screen does not work in UEFI

8. updated BIOS - now F.46

9. ran HP support assistant and followed all steps - no luck

10. searched knowledge base for similar problems but only suggestions were what I already tried.

11. running hardware  extensive diagnostics now - quick diagnostics showed no problems

not sure how to proceed

[Kumar0307]

Hi @KP657

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

The best way to identify if this is either a hardware or a software issue is by checking if the Touch is working on BIOS screen

(Accessed by tapping on F10 while restarting the computer). 

If it works on bios, it's a software issue: please reinstall the display drivers, install the latest updates for the display adapters and BIOS, if the issue persists,  

You could reinstall the windows using the recovery partition or the recovery media to fix the issue. 

For more info on troubleshooting touch issues, refer to this document. 

If it doesn't work on BIOS either, it's a hardware failure and you may need to Contact HP to set up a hardware repair service. 

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[OscarGMX]

hola, hace 2 meses la pantalla táctil de mi laptop funcionaba correctamente... pero un día actualice todos mis drivers y al parecer el de touchscreen se actualizo mal, entonces yo intente arreglarlo desinstalando el driver para instalarlo otra vez pero no encontré el driver en la pagina de hp. tengo una hp-15-ay196nr (el driver que desinstale fue pantalla tactil compatible con HID)

[Kumar0307]

Hi @OscarGMX

Welcome to the HP Support Community. 

  

We advise you to post your question in English to ensure a quick response for the Community. This can also help other users to take advantage of your post, in the case they have the same question. 

Or, if you prefer, you can visit the HP Support website, to find the support channel for your region. 

  

If you would like to thank me for my efforts to help you, feel free to give me a virtual high-five by clicking the "Thumbs Up" icon below, followed by clicking on the "Accept as solution" button. 

  

Have a great day!