Spectre x360 (Touch screen) failing when moving mouse pointer (Product ID 00325-81682-40001-AAOEM)

[ArgenSebas]

I am experiencing the same problem this person presented in this link https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Spectre-x360-screen-failing-when-movi...

In addition to that experience, when I move my mouse pointer, the screen video is placed in the back color and turns off. Turn off/on the computer and after a couple of minutes this problem gets back when I move the mouse pointer the screen view despair, its color gets black and I do not see anything. It happened all working days that I am sharing my screen and I have to stop sharing my screen because I do not know where and what I am sharing over my video conference. 

This problem started happening four weeks ago (April/2023) and I do not know what to do. 

- Interesting fact: If I use the touch screen, I can which from one screen to the other, or select things in the screen or application I am using to work. However, this way is not useful, I NEED SUPPORT. For sure, there is a problem with Windows 11, video & mouse interruptions.

Please HP and Windows, do you have any suggestions? ----> resolve this in the next Windows Release.  

[Raj_05]

Hi @ArgenSebas,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support 

[ArgenSebas]

Hi Alden4,

Thank you very much for the answer.

I tell you that I have contacted HP Support, through the App. "HP Support Assistant", but I have not been able to find someone from support. I bought my Notebook (NBK) in 2020 and it is already out of warranty, although it is new. I only followed some recommendations to update Drivers and OS Software. Update Windows and HP in their latest updates and everything is OK installed.

This error started appearing between December/2022 and January/2023.

Control all the Hardware with the BIOS Check and everything is GREEN, everything OK, battery, monitor, etc.

Example of when the error appears:
1.- I work with the NBK all day. When I cut at lunchtime, I leave the NBK lid open and the NBK goes into sleep mode. Back from lunch, before the NBK goes into hibernation.

2.- After lunch I continue working until the end of the day. Leave Chrome Browsers with work stuff or Powerpoint, Excel and the NBK goes to Sleep.

3.- The next day, I turn on the NBK and when I recover everything from the previous day, it shows it on the screen, but when I move the mouse cursor, the screen turns BLACK. If I keep moving the mouse, the images appear and hide because the video turns BLACK.

If when it is black, I touch the screen anywhere and operate the NBK by clicking on Powerpoint, Excel, or Chrome windows, everything works fine, but I can't use the mouse, which is uncomfortable. My screen is TouchScreen.

To make everything work normally with the mouse, I have to reset the NBK by turning it off and restarting it. I don't do this every day, because I lose the information and Browsers from the previous day. But it is the workaround that I implement so that I can work well all day.

Hibernate mode: It's like when you enter HIbernate mode, this happens.

# IMPORTANT / UNBELIEVABLE  Behaviors
A.- The monitor only turns black when I move the mouse cursor "over some image or some component that has the text", but on the white screen background that does not have any images or text, it does not adopt this behavior and put the video in BLACK.

B.- If I want to do ALT + TAB to go to another open screen, but instead I do ALT + "move the mouse cursor to select another window", the screen does not go black in this action. But when I select a window and move the cursor, it turns black.

C.- I tried to record a video with the app. of Windows "Snipping Tool" and something interesting to share happened to me.
When I start recording the video and move the mouse cursor around the screen and other windows, the screen doesn't go BLACK. When I stop Recording, I move the mouse cursor and it starts doing the same behavior of turning the video to BLACK and turning it on based on mouse movement.

D.- If I move the mouse cursor over any Windows configuration screen, the screen does not go BLACK. But if I then move to another window by moving the mouse, it turns black.

Data:
- Windows 11/64 Bits: latest update version.
- HP Support: drivers updates in its latest updated version.

- Attached Videos: 

         Video 1: Unvilibable Behaviours A, B, D.
         Video 2: Unvilibable Behaviours C. 

Please let me know of any other option I could try. 

Kind regards. 

Video1: 

Video 2: