Trackpad and Touch display does not respond

[CemTezgor]

Hi all,

During regular usage, both the trackpad and touchscreen randomly stops working at the same time. On Windows Device Manager, both devices seem to be working properly. They only start responding either if I restart or hibernate and then wake-up.

External usb mouse still works fine while both device not working. What can be the underlying reason and possible solution?

[praveen196]

@CemTezgor Welcome to HP Community!

I understand that the trackpad and touchscreen are not working.

Do not worry. I will try to fix the issue.

Please perform the hard reset and check.

Hard Reset:

1) Shutdown the computer.  

2) Unplug all the Adapter and peripherals connected.  

3) Remove the Battery. ( not for Built-in Battery computer ) 

4) Press and hold down the power button for 15 to 20 seconds.  

5) Plug-in the Adapter and put the Battery back into the computer if it's a (removable battery)

6) Try to turn on the computer and check, If the issue persists continue next step

Try updating the computer, this will install the latest updates -

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

Step 2 Install updates using HP Support Assistant

1. In the search box, type, and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Please update the BIOS.

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[CemTezgor]

Hi @Praveen196,

Thanks for your response. These were already the initial steps I followed when I identified the issue.

The problem is as follows. Both touchscreen and and trackpad works normally when I start the computer, however some time later during normal working, they both stop responding. Then everything works normal again after restart. I tried the track the issue to have an understanding but could not observe a specific reason to mention, (eg. I start x application/game then Windows freezes) 

It didn't happen for the last few days or may be I just didn't observe as I was working with a USB mouse during the days, but It's an unpleasant having this issue quite frequently on a computer being newer than 6 months old, and I want to ensure not to have the issue again.

Regards,

Cem

[praveen196]

@CemTezgor

I understand your concern.

In that case, please try creating a new user account on your computer.

Go to http://hp.care/2dWJKgW  and follow the steps to create a new user account.

If the issue still persists, please perform the system reset.

Windows 10 has a reset feature that repairs your computer by reinstalling the operating system. This feature is recommended for recovery because it reinstalls Windows 10 while either preserving your personal data and customizations or removing all your personal data.

You have a choice of two methods to reset your computer.

• If Windows 10 loads correctly, see the section titled Perform a Windows 10 system reset in Windows in this document.

• If Windows 10 does not start correctly, see the section titled Perform a Windows 10 system reset through Windows Recovery Environment in this document.

Have a nice day!!