02-02-2017 12:10 PM
I have an HP c2k73ua#aba and the touch screen just stopped working. It does not show up in device manager unless I look for hidden devices. Also in the USB there is an error (unknownUBS device device discriptor reqquest failed) I am not sure if this has anything to do with it.
02-03-2017 09:00 AM
Thanks for stopping by the HP Support Forums! :) Good day. I read your post about touchscreen issues on the computer. I will be delighted to assist you here. :)
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?
- Please provide the complete model# of the PC as I was not able to locate the PC with the product#
First off we need to isolate the issue to being hardware or software related.
Please follow the steps from this link: http://support.hp.com/in-en/product/HP-Pavilion-13-u100-x360-Convertible-PC/12589419/model/14163356/... 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 the touchscreen does not work in the diagnostics page then it is a hardware issue with the touch sensors and you will need to contact HP phone support to get the unit serviced.
Diagnostics link: http://support.hp.com/in-en/document/c03467259
Please follow the option “Running the UEFI Component Tests” to run diagnostics on the touchscreen and see if it passes. If it fails, make a note of the failure code. If it does not respond then the touchscreen has an issue.
If it works fine here, the issue could be software related.
Then please update the bios, chipset and graphic drivers from this link: http://hp.com/drivers Please select the country and type the product# of the unit and follow the on-screen instructions.
Please uninstall the USB driver and restart the computer as well.
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.
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. :) Please reach out for any issues and I'll be there to assist you. :)
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 splendid week ahead. :)
I am an HP Employee