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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎10-19-2016 04:50 PM

HP Recommended
Product: hp envy x360
Operating System: Microsoft Windows 10 (64-bit)

I've installed a clean Windows 10 x64 on my  HP Envy x360 15-ar052sa and there are two unknown devices in device manager.

 

Perhaps by no coincidence the touch screen is not working.

 

I can see in system infomation (and device manager > unknown device properties > Details > Device instance path) the following codes:

ACPI\ELAN0732\3&291F7AFD&0

BTH\MS_BTHPAN\7&341F44D5&0&2

 

<Category name="Problem Devices">
<Data>
<Device><![CDATA[Not Available]]></Device>
<PNP_Device_ID><![CDATA[BTH\MS_BTHPAN\7&341F44D5&0&2]]></PNP_Device_ID>
<Error_Code><![CDATA[The drivers for this device are not installed.]]></Error_Code>
</Data>
<Data>
<Device><![CDATA[Not Available]]></Device>
<PNP_Device_ID><![CDATA[ACPI\ELAN0732\3&291F7AFD&0]]></PNP_Device_ID>
<Error_Code><![CDATA[The drivers for this device are not installed.]]></Error_Code>
</Data>
</Category>

 

Does anyone know which drivers are required?

 

Many thanks

 

16 REPLIES 16

‎10-20-2016 12:36 PM

HP Recommended

Hi! @HP_ENVY_x360, Welcome to HP forums.

 

I understand you are getting unknown devices in device manager on your laptop.

 

It looks like touchpad and Bluetooth drivers are missing from your laptop.

Please provide the product number of your laptop.

I will get you updated drivers for your laptop.

 

Please keep me updated.

Have a great day! 🙂

 

A4Apollo
I am an HP Employee

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‎10-20-2016 06:18 PM

HP Recommended

Hi Chetan,

 

That is very kind of you.

 

HP Envy x360 15-ar052sa

Product No. x8m13ea#abu

 

Many thanks

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‎10-21-2016 07:15 AM

HP Recommended

Hey there! @HP_ENVY_x360, thanks for the response.

 

And thanks for the information. Please update the drivers using the link below.

Install Bluetooth driver depending on the driver you have on your laptop.

 

Broadcom Bluetooth Driver link: http://ftp.hp.com/pub/softpaq/sp74501-75000/sp74988.exe

Intel Bluetooth Driver link: http://ftp.hp.com/pub/softpaq/sp76001-76500/sp76053.exe

Synaptics touchpad driver link: http://ftp.hp.com/pub/softpaq/sp75501-76000/sp75945.exe

 

 

 

Let me know if this works!

Cheers! 🙂

A4Apollo
I am an HP Employee

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‎10-21-2016 05:23 PM

HP Recommended

Hi,

 

Thank you for the drivers. Sadly these drive made no change to the 2 unknown devices and the touch screen is still not working.

 

Bluetooth:

Unfortunately I had these already installed as they are available at  http://support.hp.com/us-en/drivers but i did try removing and reinstalling. The Intel Bluetooth seems to be working but the unknown device remains.

 

Synaptics touchpad driver:

This driver is for the touch pad which is and was always working. This driver I also installed from the support website to test but there was no change.

 

Please may i have a link to the touch screen driver as this is not available on the support website, at least as far as i can find 😉

 

thank you once again 🙂

 

 

 

 

 

Was this reply helpful? Yes No

‎10-24-2016 11:33 AM

HP Recommended

Hi! @HP_ENVY_x360, thanks for the reply.

Thanks for performing the troubleshooting steps.
Please run HP support assistant and check for the updates.

It will find the missing drivers on your laptop and install the drivers automatically.

Please refer the link below to know how to use HP support assistant.

Link: http://hp.care/2cC6K4r

 

 

Hope this helps!

Cheers! 🙂

A4Apollo
I am an HP Employee

Was this reply helpful? Yes No

‎10-29-2016 01:56 AM

HP Recommended

Hello, I have the same problem with touch screen driver. Unfortunately, HP support assistant does not find any problem on the my laptop. But unknown device still persist. Could you be so kind to provide direct link to the touch screen driver.

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‎10-31-2016 07:51 AM

HP Recommended

Hey there! @Guinplen, thanks for the response.

 

As you mentioned even after installing HP support assistant you still have issues with your laptop.

 

Please find the list of drivers for your laptop using this link: http://hp.care/2e4YmZa

 

Refer this article from Microsoft to troubleshoot missing devices in device manager: http://hp.care/2f9kLFn

 

 

 

Let me know if this works!

Have a great day! 🙂

A4Apollo
I am an HP Employee

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‎11-04-2016 10:55 AM - edited ‎11-04-2016 10:56 AM

HP Recommended

Unfortunately, it does not work.

There is no driver for touch screen at http://hp.care/2e4YmZa

Please help!

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‎11-04-2016 03:05 PM

HP Recommended

Hi! @Guinplen, thanks for the response.

Thanks for performing the troubleshooting steps.

 

Please update the drivers from the link below.

 

Video Driver link: http://ftp.hp.com/pub/softpaq/sp77501-78000/sp77660.exe

BIOS update link: http://ftp.hp.com/pub/softpaq/sp78001-78500/sp78004.exe
 

 

Let me know how it goes!

Cheers! 🙂

A4Apollo
I am an HP Employee

Was this reply helpful? Yes No
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