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Kiwi1620 Student
Student
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Touchscreen Stopped Working

HP 15-db0000 Laptop Pc
Microsoft Windows 10 (64-bit)

I recently purchased this laptop and the touchscreen has suddenly stopped working? I have tried everything from a factory reset, downloading updates, cleaned the screen, checked all areas that could have caused this issue and nothing seems to work, This is very frustrating and I still have warranty active and need it fixed or replaced ASAP. Has anyone else had this issue with their laptop?? I also have tried the virtual assistant and it doesn't help at all and when I tried connecting to a real live chat representative it doesn't work and I get NO where please someone please help me resolve this issue or HP customer Support please contact me. Thank you very much

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HP Support Agent
HP Support Agent
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Message 2 of 2
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Touchscreen Stopped Working

@Kiwi1620 
Thank you for posting on the HP Support Community.

Apologize for the inconvenience caused, Don't worry as I'll be glad to help, to provide an accurate resolution, I need a few more details:

  • Did this happen after a recent window or software update?
  • Have you made any hardware/software changes?

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.

BIOS default: 

  1. Turn off the computer and wait five seconds.
  2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
  3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
  4. Press F10 to Save and Exit.
  5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
  6. Follow the prompts to restart your computer and check, If the issue persists continue next step

Use the HP PC Hardware Diagnostics UEFI tests to detect problems with the touch screen hardware.

  1. Connect the AC adapter to the computer.

  2. Press the Power button for at least five seconds to turn off the computer.

  3. Turn on the computer and immediately press Esc repeatedly, about once every second. When the Startup menu appears, press F2.

  4. When the HP PC Hardware Diagnostics screen displays, click Component Tests.

    Component Tests in HP PC Hardware Diagnostic UEFI

  5. Click Touch Screen.

  6. There are two interactive touch screen hardware tests. Click Touch Pointer Test first.

    Touch Pointer Test in UEFI

  7. Read the on-screen instructions, and then click Run once.

  8. Touch each of the blocks on the screen to erase them. The test ends after you erase all the blocks or after three minutes have passed, and the results display.

    Touch the blocks to erase them

  9. Click Main menu to return to the main screen.

  10. Click Component Tests, and then click Touch Screen.

  11. Click Drag And Drop Test.

    Drag and Drop Test in UEFI

  12. Read the on-screen instructions, and then click Run once.

  13. Drag each orange rectangle to the box indicated by the arrows with a finger or a stylus. The test ends after you reposition all the blocks or after three minutes, and the results display.

    Drag the blocks to the correct empty box

If everything fails, I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/
Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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