touch screen stopped working HP Notebook - 15-f387wm(Touch)

[linv]

Hi , after some driver updates , my touch screen no longer works or even shows

up in device manger under human interfaces . I ust need to reinstall the right driver

for the touch and have looked but cant find it. found touchpad but no touch screen.

I have the HP Notebook - 15-f387wm(Touch) running win10 preview build.

[Jeet_singh]

Hi @linv,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I understand you are having issues with the touchscreen not working after an update. Don't worry as I have a few suggestions which should help you resolve this issue.

Stupendous diagnosis and spectacular analysis of the issue before posting.  Kudos to you on that score. It is always a privilege to work with technical specialists like you.

We greatly value your relationship with HP. You are a valued HP customer and we appreciate you greatly for doing business with HP. I take it as a privilege to share this platform with you.

For better clarity and to assist you better, I would require more information regarding this:

• When did it stop working?
• Did a software or windows update cause this? Do you remember?
• Did you check in bios or recovery if the touchscreen works?

First off we need to isolate the issue to being hardware or software related.

Please follow the steps from this link: HP PCs - Display and Touchscreen Troubleshooting  and follow the option “Screen does not respond to touch, or responds intermittently”

If this does not help, check if the touchscreen works in the diagnostics page according to instructions that are given in the link to isolate the issue further.

If this does not help, then please update the bios, chipset and graphic drivers from this link:  https://support.hp.com/us-en/drivers/selfservice/hp-15-f300-notebook-pc-series-touch/8961458/model/1...

Please select the correct operating system and follow the on-screen instructions.

 If this does not fix the issue, Please check in recovery manager if the touchscreen functions. If it does not then the issue is hardware related and the unit needs to be serviced by contacting HP phone support.

Steps to go to recovery manager:

• Power down the unit. When you power it back up, immediately tap the F11 key gently several times.
• It takes you to recovery manager. Here please select the option “Troubleshoot”. Then please select “Advanced options “
• If F11 does not take you to recovery manager, please keep tapping the “ESC” gently several times the instant you power on the unit. It takes you to the startup menu and you could press F11 from there to go to recovery manager.
• Now once you are in advanced options, Please do not run the recovery. navigate around to check if the touchscreen works here. If it does not, then the issue is hardware related.

Steps to contact HP phone support:

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.

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[linv]

HI , AND THANK YOU FOR YOUR HELP . Sorry ,caps lock was on. lol.

Strange ,strange thing . After the graphs update and DURING the bios

update the touchscreen worked for the restart button on screen bt

is no longer working after the restart. Also , it still doesnt show up

in the device manager under human interface devices . Like theres no driver for it.

Im using windows 10 64bit home. Surely there is a HP driver for it .

i know it works , it did during the bios update . Please , any more help would be wonderful and appreciated.

I have the HP Notebook - 15-f387wm(Touch). Thank you for your help so far.

  Also -

For better clarity and to assist you better, I would require more information regarding this:

• When did it stop working? It worked last 8-10 days ago
• Did a software or windows update cause this? Do you remember? I think it was a driver update
• Did you check in bios or recovery if the touchscreen works? during the bios update it did.
• I will continure looking. I hate giving up on a problem. Thanks again  

[Riddle_Decipher]

@linv

It looks like you were interacting with @Jeet_singh, but he is out for the day & I'll be glad to help you out, 

I'm the Riddle_Decipher & I'm at your service. 

I understand it's strange and confusing but don't worry as I have a few steps to clarify and resolve this issue,

Now, I know it works during the BIOS update or at certain times, however, this could be an intermittent failure, hence the best way to identify the touchscreen issue is by going into the BIOS screen by tapping on the F10 key during a restart of your PC:

Also, Attempt to run a test using the HP hardware diagnostic tool, 

If the Touch screen isn't appearing on the diagnostics, 

I recommend checking if the Touch is working on BIOS (Accessed by tapping on F10 while restarting the computer). 

If it works on bios, it's a software issue: please reinstall windows using the recovery partition or the recovery media to fix the issue 

If it doesn't work on BIOS either, it's a hardware failure and you may need to Contact HP to set up a hardware repair service. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If I have helped you resolve the issue, 

Feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon 

Followed by clicking on 'Accepted as Solution' 

And Have a great day ahead!

[linv]

well , after fixing it myself , another friggin windows update has done it again!

Not even showing up in the human interface devices in device manager .

Is ther anyone here who can leed me to the exact driver for the touch screen driver? I had

it working perfect. . Please HP , help a guy out.

[Jeet_singh]

Hi @linv,

Thank you for replying,

As I understand you had got it working earlier, however, after the recent Windows update, it's once again having the same issue. I would suggest you could try to perform a System restore to a previous date where it was all working fine, for more assistance, click here

If the issue persists, I would suggest you launch Control panel - Programs - Programs and features - View Installed updates - Check for that update and uninstall it.

Let’s start with performing a hard reset to release any excessive static/power that could have caused the issue: 

To perform a hard reset on a computer with a removable battery, use the following steps: 

1. Turn off the computer. 

2. Remove the computer from any port replicator or docking station. 

3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 

4. Unplug the AC adapter from the computer. 

5. Remove the battery from the battery compartment. 

6. Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory. 

7. Insert the battery and plug the AC adapter back into the notebook computer, but do not connect any of the peripheral devices. 

8. Press the Power button to turn on the computer. 

9. If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key. 

10. After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to update all device drivers. 

Second, enable the touch screen driver in Device Manager: 

1. In Windows, search for and open Device Manager. 

2. Expand the Human Interface Devices heading. 

3. The touch screen device is labeled HID-compliant touch screen, or similar. Right-click the touch screen device. 

4. If the option to enable the device is included in the menu, click Enable. 

If the Enable option does not appear in the menu, continue to the next step: 

1. Reinstall the touch screen driver in Device Manager 

2. Install Windows updates 

3. Update the BIOS and graphics driver 

4. Configure the touch display 

5. Perform a touch screen diagnostic test in HP Hardware Diagnostics UEFI 

6. Adjust the power management settings for your touch screen 

7. Reset your computer 

8. Perform a Microsoft System Restore 

9. Perform an HP System Recovery 

Click here to know: How to perform each step. 

I hope this helps. Let me know how it goes for further assistance.

Keep me posted,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.

[linv]

Ive done every single step of that and it worked till the latest windows update and it doesnt show up in human devices , is it so hard to just send me a link to the driver for it. thats all thats missing

[Jeet_singh]

Hi @linv,

Thank you for replying,

I appreciate your time and efforts,

As I understand you are having issues with the touch screen not working after the recent update and it's not showing up in device manager. 

Usually uninstalling and reinstalling the drivers from device manager installs the drivers.

If for some reason if the Human interface devices are not listed in device manager, you could try to use Windows update or HP Support Assistant, which should look for the drivers and install it.

Next possible solution is to update the Bios, In most of these scenarios, does help to fix the issue if this is to do with the software.

Alternatively, you can reinstall the touch screen drivers from Recovery manager - HP PCs - Using Recovery Manager to Restore Software and Drivers (Windows 10)

If the issue persists, 

Attempt to run a test using the HP hardware diagnostic tool, 

If the Touch screen isn't appearing on the diagnostics, 

I recommend checking if the Touch is working on BIOS (Accessed by tapping on F10 while restarting the computer). 

If it works on bios, it's a software issue: please reinstall windows using the recovery partition or the recovery media to fix the issue 

If it doesn't work on BIOS either, it's a hardware failure and you may need to Contact HP to set up a hardware repair service. 

I hope this helps. Let me know how it goes for further assistance.

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[linv]

where do i get the elusive HP Recovery Manager cause its not on my hp ANYWHERE

[linv]

Please HP , for gods sake , its just a touch screen driver. link me to it , i beg of you