bios update has disabled touch on HP Spectre X360

[Peterjhoulihan]

I applied the BIOS Update F.32 Rev A using the HP Support Assistant.

After applying the update my touch screen no longer works.

HP Chat assist has only come up with the option to rebuild the machine.

Has anyone else had problems with this BIOS Update?

Is there anything I can do?

Surely HP shouldn't provide this update for this model if it breaks it?

Help appreciated.

Peter

[EmeraldAvenger]

Hi @Peterjhoulihan, 

Thank you for joining in on the HP Support Forums and Welcome! This is a great place to ask questions, find solutions and get help from others in the community! I read your post on the HP Support Forums and wanted to reach out to help! I understand that the Touchscreen on your HP Spectre x360 - 13-4104tu Notebook PC is not working correctly. 

Have you checked to see if the driver has been disabled?

Have you tried to run the Windows Troubleshooter?

Have you tried to Perform a touch screen diagnostic test in HP Hardware Diagnostics?

Did you happen to try to restore the BIOS?

Have you tried to Enable the touch screen driver in Device Manager?

Please follow these steps to see if you can enable the Touchscreen: 

• Open up the Device Manager
• Find “Human Interface Devices”
• Expand “Human Interface Devices”
• Right-click on “HD-compliant touch screen.”
• Click “Enable" (if available)
• Restart your Notebook PC. 

If this happened after you had done a set of Windows Updates, please use the System Restore feature and pick a date that was before the issues started. 

To use System Restore in Windows 10:

• Go to the Search
• Type Control Panel
• Click Control Panel
• Click System
• Click System Protection
• Click System Protection Tab
• Click System Restore
• Click Next
• Choose "Choose a different Restore point"
• Click Next
• A box that says "Restore your computer to the state it was in before the selected event" will pop up
• Choose the event
• Click Next
• Click Finish
• Click Yes to Confirm

When the System Restore is finished, you will get a pop up that says it has been completed.

Here is a link to the HP Support Assistant if you need it. Just download and run the application and it will help with the software and drivers on your system that need updating.

Did this reply resolve your issue or answer your question? If yes, then please share the good news! Let others know this reply was helpful by clicking the Accept as Solution button. You can also show your appreciation by clicking the Thumbs Up.

If you require further assistance, I would be more than happy to continue to help you. Please re-post with the results of the troubleshooting.

Thanks! 

[Peterjhoulihan]

Thank you very much for providing all this advice.

Unfortunately none of this was able to help.

The device manager does not find a HDI-Compliant touch screen

The windows Tablet options do not show up at all - so it is not possible to turn it on.

So it looks like the computer is not recognising at all that it has a touchscreen.

None  of the other actions fixed the issue.

Also - unfortunately there was not a restore point created before the change was applied. So I cannot do that either.

I may have also applied a Graphics driver update - is it possible that this is the problem?

I'm really at a loss.

Any further ideas or help very much appreciated.

Peter 

[EmeraldAvenger]

Hey @Peterjhoulihan, 

You're welcome! I am always happy to do my best to help! 

The BIOS restore didn't work?

Have you tried performing a hard reset?

Have you done a Hardware Test?

Does the Touchscreen work in Safe Mode?

Have you tried to run the Windows Troubleshooter?

Have you tried to use the Display troubleshooting in the HP Support Assistant?

You had mentioned that you may have also done a Graphics driver update. Did you try to uninstall the Graphics driver? If not, please uninstall all of the Graphics Drivers listed in the Device Manager and then restart your Notebook twice in a row. 

Have you tried to test the Hardware to see if it passes the component testing? If not, please remove any and all USB devices. Disconnect all non-essential devices, as these could cause some issues, and run the Component Test for Touch Screen. The Quick interactive functional test for the Touch Screen will determine if the touch screen is functioning correctly. Click Touch Screen, then Run once.

Have you tried to Uninstall and Reinstall the Display Adapter? If not, please follow the steps below:

• Select Start, 
• Type in Device Manager. 
• Click On Device Manager, 
• Right Click on Display Adapter, 
• Click on Uninstall,
• Restart the Notebook twice,
• Reinstall the Display Adapter.   

Try these steps for now and let me know what the results are. 

Looking forward to hearing from you. 

Have a great day! 

[Peterjhoulihan]

Hi EmeraldAvenger - and thanks again for the help.

Unfortunately still not working

The BIOS restore didn't work. When I followed the instructions for starting the BIOS restore (holding the Win+B keys and powering up) nothing happened. Just went normally in to Windows 10.

I did a hard reset and this didn't work. I held the power key down for 15 seconds and then restarted.

I'm not sure how to start in Safe Mode so haven't tried that.

I went through Windows Troubleshooter and it appears to find some hardware issue and says it has fixed it - but I can't figure out what it was trying to fix. And it didn't make a difference.

I tried trouble shooting on the HP Support Assistant - it said to wipe down the screen 🙂

I couldn't see the Graphics Driver in the Device Manager. But I did uninstall Display Adaptar and then restart twice. No luck.

When I try UEFI it does not show the component tests - just has memory and hard disk tests. It appears to be an old version of UEFI Version 1 when some of the screen shots in the site showing how to use UEFI show version 5. But I can't find where to download an updated copy of UEFI. So haven't been able to do the tablet tests. Do you have a link to the lastest UEFI?

It looks like it is not recognising at all that there is a touch screen. And somehow I've got an old version of UEFI.

Any other thoughts - your continued help is appreciated.

Regards,

Peter

[EmeraldAvenger]

Hi @Peterjhoulihan, 

Do you happen to know which version the BIOS is? That would help me determine which one you need if you needed one. 

Do you happen to have recovery discs made?

Have you ever changed any of the settings in the BIOS?

To start in safe mode, please use the following Windows Safe Mode document for step by step instructions. 

Please let me know. 🙂

Thanks! 

[Peterjhoulihan]

Hi,

Current BIOS is F.2F

Recovery disks weren't made. HP support is meant to be sending me some.

The only BIOS setting I changed was the one that turns off the light under the F5 key. But the touchscreen was still working after I did that.

I tried in SAFE mode but not luck.

When I flip the screen over in to Tablet mode the computer asks me if I want to go in to to Tablet mode - but there is no way to say "yes" because the touchscreen is not working. So it appears to be recognising that it can go in to Tablet mode - just not physically recognising that there is a touch screen.

THanks again.

Peter

[EmeraldAvenger]

Hey @Peterjhoulihan, 

Thanks again for coming back with the information required. On your HP Spectre x360 - 13-4104tu Software and Driver Downloads page, there are two BIOS options available: 

You will see that they were both just recently updated on April 24th. The one version is the version that you originally tried to upgrade to (F.32 Rev.A). Then, the next one available is the version that you are currently supporting in your Notebook (F.2F Rev.A). 

You said that you had tried to Restore the BIOS using the key combination. Did you happen to try Recovering the notebook BIOS using an external storage device? 

If that does not work, the last suggestion I would have at this point is to back up everything that you have on your Notebook, wait for the Recovery Media to arrive, and do a Recovery using HP supplied recovery media.

If this rectifies the issue for you, please share the good news by letting others know this reply was helpful by clicking the Accept as Solution button. You can also show your appreciation for the help by clicking the Thumbs Up.

If you require further assistance, I would be more than happy to help you.

Please let me know the results. 

Thanks! 

[Peterjhoulihan]

Got the recovery media from HP and applied it to the machine.

Touchscreen still not working.

Support says it is a physical problem with the machine.

I'm really dismayed at the level of support that I've received.

Once it became clear it was a physical issue and that I'm still under warranty all the things that need to be done seem to be aimed at making it easy for HP and hard for me.

I was told it had been escalated to Customer Relationship Team and that they would call me. 10 days later and no call. So I get on to support again and they promise I will get a call in 2-4 hours (no call). Get on to support again and they say I can get it fixed through a local support provider.  I can't take it to the support provider - that is over an hour and a half away from where I live and only open during work hours. I can get it picked up - but they only come during work hours. I can't get any idea how long I will be without a machine (apparently SLAs are not heard of). And it has now been about 3 weeks since I first contacted HP support.

Love the machine (when it works) - stuff goes wrong sometimes - the measure of a company is the support it providers to customers when things go wrong. Currently a pretty big fail for me.

[EmeraldAvenger]

Hi

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post serial numbers and case details.

If you are unfamiliar with how the Forum's private message capability works, this post has instructions.

Thanks