12-22-2017 01:30 PM
just got my new hp envy x360 and hp active pen834590-001 which was listed as an accessory.
put the battery in the pen but it doesn't draw on the screen.
What do I have to do?
12-23-2017 02:49 PM
Welcome to the HP Forums!
Thank you for posting your query on this forum, it's a great place to find answers.
I reviewed your post and I understand that the stylus is not working on your computer.
Don’t worry, I assure you I will try my best to get this sorted.
Follow the steps in the below article and check if it helps.
Let me know how it goes and you have a great day!
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I am an HP Employee
01-03-2018 05:55 AM
Thanks for getting back to me.
Yesterday I spent 1.5 hours on the phone with-- support -- Teck support--sales to find out that this pen is not compatable with my new laptop. What a supprise! Seeing that this particular pen was listed on the web site with this particular computer as an accessory. I guess that I just assumed that this meant that they should be compatable. "Teck support" eventually said that none of the HP pens were compatable with this Laptop. Transferred to sales "Harry" found a pen which he says is compatable. So I had to buy another pen and send the original back for a refund. I have yet to receive the new pen to see if it really works. Yes I am dissappointed. I am a long time customer. I didn't need a new laptop but wanted to utilize the "pen" into enhance my presentations this purchase has been a headache.
I had expected better. If your sales Dept made a mistake on the web page then they should have "owned up" and sent me a compatable pen free. Just the time I spent on this problem cost me more than the laptop was worth and I'm not sure that the new pen will work.
Your company needs work on customer relations.
I own many HP products and have advised friends and co-workers as to reliability and functionality of HP products. HP could have done better.
01-03-2018 08:11 AM
I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options if any.
You should be contacted within 4 business days (Excluding Holidays & Weekends).
Response times may vary by region.
Please send a Private Message, if you aren’t contacted within 4-5 business days.
I am an HP Employee