Touchscreen malfunction

[Betsyhoff]

I am having two problems. 

My touch screen has been malfunctioning. I have lost control of my mouse/cursor, so that it selects screens to visit at random. When I am at a screen, it won't let me touch the screen or use my mouse. I had to go and turn off touchscreen entirely. I rely on touchscreen for work so it's insanely frustrating. I have rebooted several times.

Second, sometimes the computer will FREAK OUT and cycle between every screen I have open without cease until I force a close. 

it is, of course, out of warranty sad story. 

I have been very happy with it otherwise. 

Thanks!

[The_Fossette]

@Betsyhoff,

Welcome to the HP Support Community!

I recommend you follow the steps in the below article for the touchscreen issue and check if it helps.

https://support.hp.com/us-en/document/c03488148

For the cursor issue, run a virus scan on the computer as this issue can occur when there is a virus or a malware on your computer.

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!

Cheers!

[Betsyhoff]

I had disabled the touchscreen earlier this week because it was malfunctioning; I'll see how it works today. I will ask my sysadmin to run a virus scan. There should be a virus scan going on in the background at all times, but I'll ask him to look. Cheers!

[The_Fossette]

@Betsyhoff,

Thank you for keeping me posted.

Please post your results, as I will be looking forward to hearing from you.

Good day!

[Betsyhoff]

Used norton security suite to do the virus scan and it only found one thing that I doubt is the issue:

Filename: MicTray.cab
Threat name: Compressed threatsFull Path: C:\SWSETUP\DRV\Audio\Conexant\PV1.xCone_PP9BB2\9.0.107.0\src\Audio\x86\MicTray.cab

____________________________

____________________________

On computers as of 
9/30/2019 at 9:46:10 PM

Last Used 
9/30/2019 at 9:43:54 PM

Startup Item 
No

Launched 
No

Threat type: Security Risk. Programs that pose a security or privacy risk and are not already classified as malicious.

____________________________

MicTray.cab Threat name: Compressed threats
Locate

Many Users
Tens of thousands of users in the Norton Community have used this file.

Mature
This file was released 3 years ago.

Medium
This file risk is medium.

____________________________

Source: External Media

____________________________

File Actions

MicTray64.exe
[Contained in] C:\SWSETUP\DRV\Audio\Conexant\PV1.xCone_PP9BB2\9.0.107.0\src\Audio\x86\MicTray.cab Removed
MicTray.exe
[Contained in] C:\SWSETUP\DRV\Audio\Conexant\PV1.xCone_PP9BB2\9.0.107.0\src\Audio\x86\MicTray.cab Removed
____________________________

File Thumbprint - SHA:
Not available
File Thumbprint - MD5:
Not available

[Betsyhoff]

When the screen acts up, you can see that it appears to be "pushing" on a particular spot that's just above the taskbar just to the left of the middle of the screen.

[Betsyhoff]

I have video of the screen freaking out... but I'm not being allowed to post the videos here. 

[Betty0610]

I recommend running a hardware test on the touchscreen to be sure since it isn't working in the BIOS, please use the below steps to perform the test:

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

3. On the main menu, click Component Tests.

4. The Component Tests menu displays.

5. Touch Screen Test - Quick interactive test to determine if the touch screen is functioning correctly. (This test is currently not available in the Windows version of the hardware diagnostics.)

   To run the test, click Touch Screen, and then click Run once.

6. If the test fail, please capture the 24 character failure ID and revert with the details. and if it passes, we may need to check if a windows program is conflicting with the touchscreen, try checking if it works in safe mode.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!