Touch screen and pen not working on HP Envy x360 2-in-1 laptop-bf0xxx

[paul_hay]

Brand new laptop. Windows 11 Home Version 23H2.

HP Pen and touch screen worked for about 15 minutes then stopped.  

HP Pen Control Plus app now says "Sorry, this system is not compatible"

Settings | System | About says "No pen and touch is available for this display".

Re Intel Precise Touch and Stylus Base Driver Device manager says " This device cannot start. (Code 10) STATUS_DEVICE_POWER_FAILURE".  Not sure if this is a red herring.

No new drivers available; reinstall, reboot, HP diagnostics, Windows updates, system rebuild, etc did not resolve the issue.

Can someone please help?  Thanks in anticipation.

[Irfan_06]

Hi @paul_hay,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with your Laptop touchscreen.

Please follow the below steps to fix the issue.

- Perform a power drain on your PC.

1) Unplug the power cord from the PC & wall.

2) Disconnect the power cable from the AC adapter if it is a detachable part and keep it aside.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the AC adapter, then connect it to the wall and to the charging port on your PC.

5) Power on the PC

- Update the BIOS for your PC by clicking on the link.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

- Please install all the pending updates for the Windows operating system following the below steps.

go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

- If that issue still persists, refer to the steps on this link to troubleshoot and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[paul_hay]

Hi Irwin6.  Thanks for reaching out.  I tried everything as suggested, wit the following results:  1: BIOS is at latest version and no updates available; 2. Windows is at latest versions and no updates available; 3. Automated trouble-shooter did not detect or resolve the error.  I had tried all of the above in addition to a full system reset before raising the community.  I think it needs a support ticket for HP to fix it - how do I raise this please?  Thanks..

[Irfan_06]

Hi @paul_hay,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support