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Touchscreen, keypad and external mouse stops working

HP ENVY x360
Microsoft Windows 10 (64-bit)

Hi, i've only had my Envy x360 for a month, but i'm experiencing quite a few annoying problems.

1. The touchscreen, keypad and my external mouse stops working. This has happened after a few sometime in fullscreen mode. The laptop don't go to sleep when the cover is closed in this mode. Then only thing that fix it is restarting it by pressing the power button. This has happened twice today. I end up losing unsaved work. 

2. There is some kind of recurrent network problem. I need to run network diagnostics to fix it. This solves the problem, but shouldn't happen to begin with.

3. One pixel on the screen doesn't work and is just 'black'.

4. The touchpad is loose. When i click the touhpad, it gives in a bit, before it actually click occur. I went to a store and tested a test model, a noticed that this was not the case on that laptop.  I bought this product, believing that the built quality would be great.

Are there any solutions to these problems? Or should i return/complain about the laptop at the store?



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Flag Post
HP Recommended

Touchscreen, keypad and external mouse stops working



Welcome to the HP Support Community!


I reviewed your post and I understand that you are facing multiple issues with the computer.


Don’t worry, I assure you I will try my best to get this sorted.


I recommend you contact support and they will assist you in this regard.


Here is how you can get in touch with support.


1)Click on this link –

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.


Let me know how it goes and you have a great day!


If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!




I am an HP Employee

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