touchscreen not working

[Nizzmo]

i have a notebook 11-n012na & when we got it, all was working great, then we upgraded to windows 10 & touchscreen stopped working, so we did a fresh install of windows 8.1 & downloaded all the drivers & installed them all (well the ones it allowed us to do) touchscreen was working, BUT would not connect to windows update & now touchscreen has stopped working & is still not connecting to windows update, tried windows update troubleshooter & it still wont connect.

Can anyone please help????

[DavidSMP]

Thanks for stopping by the HP Support Forums! 🙂 Good day. 🙂 I understand that the touchscreen stopped working after a Windows 10 upgrade and now windows 8.1 updates also do not work. It will be a genuine pleasure to assist you here. 🙂

You’ve done your bit of copious and extensive diagnosis and troubleshooting before posting your query in the HP forums. Kudos to you for that. Great  Job! 🙂 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. 🙂

To assist you better and for better clarity, I would require more information regarding this.

Please let me know if you used the go back option in Windows 10  to roll back to windows 8.1.

Did you perform a recovery from recovery media ordered from HP?

Please visit these links for further assistance.

First, uninstall the existing driver in device manager under Human interface devices. Then visit this link given below.

For touchscreen issues: http://support.hp.com/us-en/product/HP-Pavilion-11-x360-PC-series/6796818/model/7398935/document/c03...

Please update the bios, chipset and graphics card drivers from this link: http://support.hp.com/us-en/drivers/selfservice/HP-Pavilion-11-x360-PC-series/6796818/model/7398935

For windows updates please try these steps out.

First, try to create a new user account and run Microsoft windows update. If this does not work

Then please check these links out for resting windows update components and updating them again.

Link 1: https://support.microsoft.com/en-us/kb/971058 (to reset windows update components)

Link 2: https://support.microsoft.com/en-us/kb/818018

Link 3: https://www.youtube.com/watch?v=hc4NSiardOA

Link 4:  http://www.networkworld.com/article/2226753/microsoft-subnet/how-users-are-fixing-windows-8-1-update...

Please do not click on any image, update or download as some of these links are third party links.

If nothing works please contact HP to order new set of recovery media from this link: http://hp.com/contacthp

and follow the on-screen instructions.

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. 🙂

[Nizzmo]

Thank you for your reply, i did not use the roll back to windows 8.1 from 10 as there was no option to do that, i did a fresh 8.1 install that i downloaded from microsoft & installed via a flash drive.

What driver do i uninstall in device manager? there is no touchscreen driver listed, i dont understand why its not there, as the touchscreen was working after instal & while installing drivers downloaded from here, i am a little bit of a novice when it comes to doing this & my main pc is an HP & its running fantastic on windows 10, the laptop is actually my mums & she prefers the touchscreen

[DavidSMP]

Hi @Nizzmo,

Thanks for the super quick response.  I request you to perform the steps mentioned in my previous post and order recovery media from HP from the link in my previous post and install that to correct the situation with the computer.

If you live in the US or Canada, you could order the recovery media online from this link: http://hp.com/drivers

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.

[Nizzmo]

just tried to get recovery media & it tells me laptop is out of warranty, so i had a look at the links you posted & i have tried the first 2 links http://support.hp.com/us-en/product/HP-Pavilion-11-x360-PC-series/6796818/model/7398935/document/c03... & also http://support.hp.com/us-en/drivers/selfservice/HP-Pavilion-11-x360-PC-series/6796818/model/7398935 & they didnt work, i will try the windows update links & see how they go

[DavidSMP]

Hi @Nizzmo,

The unit may be out of warranty. But recovery media could be available for this computer. Please call phone support to order the recovery media for a cost.

Then please run the recovery on the computer and check how that goes. Do keep me posted about it.

To isolate the issue further, Please power down the unit.

• Then as soon as you power up the unit, keep tapping the “ESC” key gently several times.
• It takes you to the startup menu. Here press F11 to go to recovery manager.
• Check if the touchscreen works here. If it does not work,
• then it is a hardware issue with the unit and it needs to be serviced.

Please contact HP phone support to get the unit serviced. If the unit is under warranty, repair services should be covered by the manufacturer’s warranty. You could look up the unit’s warranty by visiting this link: http://support.hp.com/gb-en/checkwarranty/  and select the country of purchase and follow the on-screen instructions. Link to visit HP phone support: http://hp.com/contacthp Please select the country of purchase and follow the on-screen instructions.

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 and have a fabulous weekend. 🙂

[Nizzmo]

@DavidSMP i have received the recovery software & now i need to ask the question, how many times does it need to install as so far its doing its third turn of doing it, still hasnt told me its complete.

edit, thats it started fourth time now

[Nizzmo]

this is whats on screen at moment http://prntscr.com/dezbeh

sorry for all edits & replies, but it started again& its now at 6%

[DavidSMP]

Hi @Nizzmo ,

Thanks for the quick response. I reviewed the screenshot. It takes 2 or 3 hours to run. Please let it complete the installation. Please make sure that you through all the DVDs. Then let me know how this goes.

I had mentioned in my previous post, to isolate the issue to being hardware or software related.

• Did you check in recovery manager if the touchscreen works?
• Did you run the touchscreen diagnosis?

After the recovery completes, please run touchscreen diagnostics from this link: http://support.hp.com/in-en/document/c03467259   

If nothing works, please contact phone support to get the unit serviced.

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 and have a fabulous weekend. 🙂

[Nizzmo]

@DavidSMP after i got rid of windows 10 & put 8.1 in, touchscreen was working, then it stopped working the next day, i tried to check in recovery manager, but there was no listing for checking touchscreen, very strange as it was working