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Touchscreen Not Responding

HP Recommended
HP Pavilion - 15-cc665cl
Microsoft Windows 10 (64-bit)

The touchscreen stopped responding one day. Usually when this happens, I put my computer to sleep and then it responds again when I open the laptop lid but this did not work. I went online to see some reviews and a lot of people were saying to disable and enable the driver. I did this but no luck. I also uninstalled and reinstalled as well. No luck. I am out of ideas. Some people have also said to run HP Hardware Diagnostics for the touchscreen but it doesn't show up on the software. I have also tried re-calibrating but the touchscreen does not respond when it first asks to verify the screen as a touchscreen. The touchscreen has always been on and off but I have always gotten it to work after a couple days or weeks. This time however it stopped working for at least a month now and shows no signs of working again. Please help! Thank you so much!

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@meepmeepmeep

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

 

Hope this helps! Keep me posted for further assistance.
Please click “
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ECHO_LAKE
I am an HP Employee

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@Echo_Lake 

Unfortunately, this did not work. I did the Windows update and everything else was up to date. The touchscreen still did not work. Between now and the original post time, the touchscreen has worked for one session and then not worked the next time I opened the lid of my computer.

Thanks

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@meepmeepmeep

Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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@Echo_Lake 

Sorry for the late reply! I finally found time to backup and perform the reset however the touchscreen still doesn't work. Thanks so much! 

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@meepmeepmeep
Thank you for posting on the HP Support Community.

 

This sounds like hardware related issue with the touch screen, 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/


Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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