11-24-2016 06:34 PM
Pavilion X360 Convertible 13-S102nx NT69KEB Model V4N84EA
The touchscreen suddenly stopped working.
I followed some of the suggestions under SCREEN DOES NOT RESPOND TO TOUCH(Customer support) without success.
Also I didn't find the HID-compliant touch screen in the DEVICE MANAGER.
Any other suggestions?
11-25-2016 01:33 PM
Good Day! Thanks for reaching out! This is a great location to get resolutions and interact with experts from the community. It will be a delight to assist you. 🙂 I understand that the touchscreen has stopped responding on your computer.
You are a valued HP customer and we appreciate you greatly for doing business with HP. I have reviewed the situation and it is paramount that we address your issue. Thank you for giving us the privilege to assist you on this platform. 🙂 You’ve done some great troubleshooting and diagnosis regarding the issue. Kudos to you for that. 🙂
First off, we need to figure out if the issue is hardware or software related.
Please perform a hard reset from this link: http://support.hp.com/us-en/document/c01684768
Then please visit this link to troubleshoot touchscreen related issues. Please perform all the steps from his link: http://support.hp.com/us-en/product/HP-Pavilion-13-x360-Convertible-PC-series/8499316/model/10488592...
Then update the bios chipset and graphics card drivers from this link: http://support.hp.com/us-en/drivers/selfservice/HP-Pavilion-13-x360-Convertible-PC-series/8499316/mo...
If it still does not fix the issue please run the component tests from this link: http://support.hp.com/in-en/document/c03467259 run diagnostics for the touchscreen.
To isolate the issue further, Please power down the unit.
- Then as soon as you power up the unit, keep tapping the “ESC” key gently several times.
- It takes you to the startup menu. Here press F11 to go to recovery manager.
- Check if the touchscreen works here. If it does not work,
- then it is a hardware issue with the unit and it needs to be serviced.
Please contact HP phone support to get the unit serviced. If the unit is under warranty, repair services should be covered by the manufacturer’s warranty. You could look up the unit’s warranty by visiting this link: http://support.hp.com/gb-en/checkwarranty/ and select the country of purchase and follow the on-screen instructions. Link to visit HP phone support: http://hp.com/contacthp Please select the country of purchase and follow the on-screen instructions.
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 Please reach out for any issues and I'll be there to assist you.
To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂
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