Touch screen stopped working - I2C HID device error

[Harrynator]

Hi everyone,

a few weeks ago the touchscreen on my ProBook x360 435 G8 stopped working.

At first, it only appeared after a few hours and a restart got the touchscreen working again.
However, the touchscreen is now completely dead and I get a unknown "I2C HID device" in the Windows device manager. Attempts to enable/disable or reinstall the driver were not successfull.
Moreover, also in BIOS the touchscreen is not working.

Any ideas how to fix that issue? Is it a software/BIOS problem?
Or is this a case for warranty?

Thanks for your help

All the best,
Harry

[ub6424]

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@Harrynator wrote:

Hi everyone,
a few weeks ago the touchscreen on my ProBook x360 435 G8 stopped working.
...
Or is this a case for warranty?
Thanks for your help
All the best,
Harry

---

Hello @Harrynator 

Sorry to hear that you are having problems ... I would like to help you.

This is definitely a warranty case.

Before you contact HP Support let me check your configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Please report your results

[Harrynator]

Dear @Ub6424

Thanks for your reply.

That supports my impression that this is a warranty case. 
Nevertheless, this is a really strange way of a touchscreen going broken...

Here is the additional information you asked for:

OS Name	Microsoft Windows 11 Pro
Version	11.0.22000 Build 22000
System Model	HP ProBook x360 435 G8 Notebook PC
System SKU ( equals HP product number (p/n) )	3Z6R0ES#ABD
Processor	AMD Ryzen 5 5600U with Radeon Graphics, 2301 MHz, 6 Kern(e), 12 logische(r) Prozessor(en)
BIOS Version/Date	HP T80 Ver. 01.10.00, 13.07.2022

[ub6424]

Hello @Harrynator 

(1) The product number (p/n) is not valid: 3Z6R0ES#ABD

Please check again.

(2) In the meantime please follow this guide

HP PCs - Troubleshooting touch screen issues in Windows 10

Section <Screen does not respond to touch, or responds intermittently>

( Also applicable for Windows 11 )

(3) Please report your results

[Harrynator]

Hi @Ub6424

(1) The Product number is correct:
System-SKU 3Z6R0ES#ABD
However, I have noted a few month ago, that that my specific model of the ProBook x360 435 G8 with the SN 3Z6R0ES is not listed on the HP website.  This holds true for the support website. I have no explanation why HP does not list this specific mode on their website. 
However, you can find and buy this specific model on several onlineshops.

(2) I have already tried all the steps mentioned there, except resetting windows and contacting HP support.
However, as i mentioned: the touchscreen does also not work in BIOS, so this is not a windows driver problem. Furthermore, I just tested a live-boot version of ubuntu. Here the touchscreen does not work as well.
So this seems to be a BIOS or hardware problem 

[ub6424]

Hello @Harrynator 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

(2) Download and install / update

AMD Chipset Driver

3.10.21.337 Rev.A

1.0 MB

Nov 11, 2021

Download

AMD Sensor Fusion Hub Driver

1.0.0.320 Rev.B

0.9 MB

Sep 6, 2021

Download

(3) Reboot Windows

(4) Download and install / update

AMD Video Driver and Control Panel

30.0.13024.4001 Rev.W

776.1 MB

Feb 17, 2022

Download

DisplayLink Graphic Driver

10.1.2913.0 Rev.A

61.8 MB

Nov 7, 2021

Download

HP PC Hardware Diagnostics Windows

1.8.0.0 Rev.A

237.7 MB

Oct 15, 2021

Download

(5) Shutdown Windows ( No Sleep, No Hibernate )

(6) Disconnect charger

(7) Press and hold <power> button for 30 seconds

(8) Connect charger

(9) Start Windows and test touchscreen

(10) Please report your results

[ub6424]

Hello @Harrynator 

Please send pictures of < all > BIOS settings

--->>> if serial number, device id, UUID, System Board CT Number is displayed, please blur !

[Harrynator]

As I already mentioned, this is NOT a windows driver issue, since touchscreen is also not working in BIOS or Ubuntu.

Nevertheless, I performed steps (1) to (10) and the touchSCREEN is still not working
However, the touchPAD mentioned under (9) is working, but the touchpad has been functional all the time...

----

There are like endless BIOS settings.
Which one do you like to see?
otherwise I would have to take dozens of pictures of all menues and sub-menues and so on...

[ub6424]

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@Harrynator wrote:

However, the touchPAD mentioned under (9) is working, but the touchpad has been functional all the time...

Hello @Harrynator 

Sorry, I meant touchscreen, that was the topic. I have corrected the post.

In your case, I assume a technical touchscreen problem.

--->>> Contact HP Support for service repair

Kind regards

[Harrynator]

Hello @Ub6424 ,

thanks for your answer.

This supports my assumption that this is indeed a technical or hardware problem.

I also checked my BIOS and performed several resets and installed several versions. 
Touchscreen still does not work. 

Furthermore, the touchscreen is explicitly activated in the "built-in devices" menu.

Thanks for your help. I have still 3 months of warranty left, so I am going to contact the support.