Touch screen issues--goes to lock screen

[bdisc]

Our school district issued us these new laptops this year. Several are having problems with the touch screen in that when it is touched, the laptop immediately goes black, looking like sleep mode. They then have to log back in. So it is immediately logging them out and turning the screen off just because the screen was touched.

On another laptop, just doing a two-finger scroll on the touchpad produced the same thing, immediately turning the screen off and logging them out.

Any ideas for a fix?

Brad

[mdklassen]

> Several are having problems with the touch screen in that when it is touched,

> the laptop immediately goes black, looking like sleep mode.

> They then have to log back in.

> So it is immediately logging them out and turning the screen off just because the screen was touched.

What are the computer's "power" settings, e.g., "dim the screen after 10 minutes of inactivity", and "security" settings ("require login after waking up from sleep mode") ?

It's possible that the computer is sleeping before you touch it, and your touch wakes it up, to cause it to display the "ID/password" screen.

When you login in, does it "reconnect" to show you the windows that were open before the screen went "dark", or is it a "fresh" login, with no apps running at all ?

[bdisc]

>>It's possible that the computer is sleeping before you touch it, and your touch wakes it up, to cause it to display the "ID/password" screen.

No, that definitely isn't the issue. It happens anytime you touch the screen, anytime you are working on it. You could be typing a document and touch the screen and it will go black. Wake it up, it shows the login screen and everything is as was as if you are coming from a sleep or hibernate state.

[MHoekman]

I`m having the same problems with multiple of these laptops at the company i`m working for.
Any Idea`s yet on what`s going on?

[MHoekman]

Seems like i have the (or atleast a) solution.

I downloaded :
http://ftp.hp.com/pub/softpaq/sp82001-82500/sp82049.exe

Installed all the suggested updates except for 1.
I think it was the chipset that did the trick, but i can not be a 100% sure.
The sounddrivers gave me some trouble at first, but after a reboot another driver reinstall and a reboot again, even that problem was gone.

[bdisc]

@MHoekman Thanks for the tip. I talked with HP Tech Support and this is the transcription. He suggested a different install, which I will try but will also use yours if that fails:

3:47 PM  Nishanth: As I understand you have got  HP EliteBook x360 1030 G2 and the screen goes blank eventually the unit goes to sleep mode.

3:47 PM  Nishanth: Am i correct ?

3:48 PM  Brad: Yes, but not quite. As soon as you touch the screen or scroll on the touchpad, it immediately goes blank and into sleep mode.

3:49 PM  Nishanth: Not to worry. I will assist you over this issue to get it resolved.

3:49 PM  Nishanth: Please confirm me if the following details are correct :a.Full name: Brad b. Serial number and product number:[edited], X3U19AVc. Country:US

3:50 PM  Brad: Yes, that's all correct.

3:52 PM  Nishanth: Thanks for confirming the details.

3:52 PM  Nishanth: Brad to have the issue fixed we need to perform a image enhancement.

3:53 PM  Brad: OK, what's that?

3:53 PM  Nishanth: Please follow the instructions and steps provided in the link https://support.hp.com/us-en/product/hp-elitebook-x360-1030-g2/14169372/document/c03518165 to have the issue fixed.

3:55 PM  Brad: OK, but it seems that 1) I will need to do this and get back onto chat because it requires restarting the computer, and 2) it seems that this is not related to what we are experiencing.

3:56 PM  Nishanth: I know that the description is different, but the issue should be resolved for you after performing those steps.

3:56 PM  Nishanth: I shall have the case open for you.

3:56 PM  Brad: OK, we'll give it a try.

3:57 PM  Nishanth: Could you perform these steps and write an email to me with the issue status to [edited]

3:57 PM  Nishanth: Is this fine with you ?

3:57 PM  Brad: OK, will do, thanks.

3:58 PM  Nishanth: You are welcome

[mdklassen]

> Any Idea`s [sic] yet on what`s going on?

On some laptops, there is a 'FN' key near the bottom-left of the keyboard -- not far from the 'SHIFT' key, and there is a "sleep" label on one of the F1-to-F12 keys.  So, combining 'FN' with one F-key, accidentally, instead of 'SHIFT' and the same F-key, or instead of 'SHIFT' and one of the '0-to-9' keys, could trigger the "sleep" function.  Fat fingers?

[MHoekman]

Sorry @mdklassen

But my fingers go nowhere nears those keys.
The problem happened when touching the touch-screen.

but it is resolved now

[bdisc]

@mdklassen Thanks for trying to explore all possibilities, but as I posted, the problem is touching the screen. Or scrolling on the trackpad. The keyboard is not even involved.

[bdisc · Accepted solution]

I am happy to report that installing the HP Image Enhancement for System Logon as directed by HP Tech Support worked. All did was install it, rebooted per instructions, and it is fixed.