Unresponsive Touchpad

[TheBlowingRock]

I have a brand new Spectre x360 Convertible 15 (just 60 days). It has had issues with the touchpad being unresponsive and occasionally the touch screen not responding simultaneously. I had called HP within the first 30 days to report the issue and twice more without a fix. They had even done a remote repair and it still is not working correctly. Any suggestions?

[DavidSMP · Accepted solution]

Hi @TheBlowingRock,

Thanks for stopping by the HP community. A very good day to you. 🙂 I reviewed the post regarding random touchpad and touchscreen issues. I will be delighted to assist you here.

Superb description and stupendous diagnosis of the issue before posting. Kudos to you for that. 🙂 You are a valued HP customer and it is paramount to assist you with it. I take it as a privilege to share this platform with you. 🙂

First off, to assist you better, I would require more information regarding this.

• Is the touchpad not responsive always or is it randomly unresponsive?
• Did you run diagnostics on the touchpad and the touchscreen?
• Did you try to check with an external mouse to see how that works?
• Please let me know the complete model# or product# of the unit?
• Did you perform a system recovery to factory settings and check if the issue has been resolved?

For a start, please perform these steps.

•  Please run component tests on the touchpad and the touchscreen to from this link and follow the option "Running the UEFI Component Tests ".
• If any component fails please make a note of the failure Id or the test results. You will need to contact HP phone support to get the computer serviced.

• Step 1. Open link: www.hp.com/contacthp/

  Step 2. Enter Product number or select to auto detect

  Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

  Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

  They will be happy to assist you immediately. If the unit is under warranty repair services is taken care of by the manufacturer’s warranty.
  
  If the diagnostics pass, then please all the steps from this link

• Check if the issue gets resolved. If it does not, please uninstall the touchpad drivers from device manager.

• Right-Click on start button> click device manager> expand  Mice and other pointing devices>then select all the drivers listed there listed and right-click on it and uninstall the drivers.
• Check the box that states delete the software for this device.
• Then restart the computer and update the bios chipset touchpad and graphic drivers from this link: http://hp.com/drivers please select the country and type the product# of the computer and follow the on-screen instructions.
• Also under device manager, please expand Human interface devices> right click and uninstall the touchscreen drivers. Please do not delete the software for this device.
• Then restart the computer and check if this does the trick for you.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

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.

Take care now and have a terrific week ahead. 🙂

[TheBlowingRock]

DavidSMP,

Sorry for the slow response. Thanks for the reply and the detailed solutions for troubleshooting. It is randomly unresponsive and I had run the diagnostics on the touchpad and touchscreen. The cursor works fine with an external mouse. I did not do a system recovery but did have an HP tech work remotely on it. I also did the component tests and they did pass.

So as of today it is on its way back to the HP service center and hopefully they can figure it out. I will let you know when I get it back what they found.

Thanks again,

David

[DavidSMP]

Hi @TheBlowingRock,

It has been a fabulous experience working with you. 🙂 I thank you greatly for accepting this as a solution. 🙂 You've been simply amazing with your technical expertise and thanks again for giving me the privilege to share this platform with you. 🙂

I hope the unit works great and stays healthy for a long time. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.  

Please take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂