mouse/touchpad/touch screen issues

[Camer0n]

Hi,

I very recently purchased a new HP Spectre x360 13-ac000. Almost immediately upon first starting to use it I experienced problems with the touch pad, external wireless mouse and touch screen. Essentially, after a few minutes of use the pointer (whether I’m using the touch pad, mouse or touch screen) becomes intermittently unresponsive and jumps about. The problem seems to start once I open a web browser, Microsoft Word or other application. The only change I have made to my computer since purchase is downloading iTunes – not sure if that would be the problem though.

I’ve been searching the internet and I see that there are a number of posts about faulty mouse, or faulty touch pad or faulty touch screen, but all three not working properly does not seen to be a common problem.

The only trouble shooting that I’ve tried so far is downloading the latest drivers from the HP website.

Please let me know if you have any tips that might help. I’m aware that I could perform a full system recovery, but would like to try other options first if possible.

Many thanks in advance.

[Chimney_83]

Greetings @Camer0n, 

Welcome to HP Forums and Thanks for the post. 

I understand that the cursor jumps around and the touchscreen becomes unresponsive intermittently, is that right?

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you. 

Have you tried to update all the drivers using HP Support Assistant?

Recommend you make sure all the Windows updates are installed. 

Even though you have updated the drivers, recommend you run HP Support Assistant to check if BIOS and other drivers are updated. 

Click here for assistance in using HPSA to update the drivers. 

Once all the drivers especially BIOS is updated, check if the issue is resolved. 

If the issue persists, perform a clean boot on the computer and check. Click here for assistance. 

Let me know how it goes. 

[Camer0n]

Thanks very much Chimney 83.

Yes, your summary of the problem is correct. I did download the latest drivers from the HP website, but I haven't performed any of the other steps that you have kindly suggested, so I will do that too and see how it goes. I will let you know if I don't have any luck.

Many thanks again!

[Jeet_singh · Accepted solution]

Hi @Camer0n,

It looks like you were interacting with @Chimney_83, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

Please take your time and get back to me with the results,
 
I'll be awaiting your response and would be glad to help.
 
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards,

[Camer0n]

Hi Jeet-Singh,

Thanks very much for kindly picking this up in @Chimney_83's absence. Actually, I had to send my laptop back to HP for repair as the volume button on the side of the chassis was broken. Seems I've been a bit unlucky. So I also asked them to take a look at the mouse/screen issues.

I am keeping my fingers crossed that it will come back fixed and working normally...and then I can finally start to enjoy my new purchase!

Regards,

Camer0n

[MKazi]

@Camer0n

You're most welcome. 

Today as @Jeet_singh and @Chimney_83 are done with their shifts, I'm replying to you. You've been fabulous to work with considering your superb technical skills, remarkable patience and great attitude. Kudos to you for that.

I'm positive that the laptop would be back in a great working condition and you will enjoy using it.

Cheers! 🙂