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06-25-2017 06:11 AM
I have touch in the diagnostic screens and I tried to reinstall the factory image.
Still can't get past the welcome (set up) screen.
Anyone had this problem?
06-26-2017 11:38 AM
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As I understand you are having an issue with the HP Envy note not responding to touch even after performing a factory reset. Don't worry as I have a few suggestions which should help you resolve this issue.
To provide you with an accurate solution, I'll need a few more details:
What is the product number of your product? Use this link to find it: http://support.hp.com/us-en/document/c03754824
Have you tried to use an external USB mouse and check if that helps?
In the meantime, let's try these steps here:
If you haven't been Connecting USB Devices to your Tablet (external mouse) as such,
you can try this: Click here
Then, perform the steps suggested before.
However, if that doesn't work either, please be advised that the last resort needs to be applied and that's a Reset (you may lose all your data)
Please respond to the is post with the details so that I can provide you with the reset information.
If you have followed the steps suggested and still having the issue, I would personally suggest you contact our HP phone support for available service related options. If your product is out of warranty, please choose paid options to get the tech support number.
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.
If you have any troubles, let me know and I will do my best to help!
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment.
I am an HP Employee
07-02-2017 01:07 PM
Ok, I have hool up nd external mouse and keyboard.
I still cant get past the welcome screen.
Model # HP Envy 8 Note 5000
Product # N7I27UA#ABA
I have done a factoy reset again and still at the same place. I get to the welocome screen and haveno touch, no mouse and no response from the keyboard.
everyting works fine in the dianostic screen.
I will try to reset it to factory again
I am wondering if the original image is corrupt?
06-09-2018 05:40 AM
I am having the same problem on my HP Envy 8 Note.
I did factory reset after upgrades to new Windows 10 version kept on getting stuck. Now I am stuck at Windows startup.
Product Model: HP Envy 8 Note 5000 Tablet
Product Number: HSTNH-I5O8FC
How did HP solve your problem?