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Troubleshooting black screen issues on HP Notebooks: Click here to view the instructions!

‎02-13-2025 10:51 AM - edited ‎02-13-2025 10:53 AM

HP Recommended
Product: HP ENVY x360 15.6 inch 2-in-1 Laptop PC 15-es0000 IDS Base Model
Original issue: Touchscreen was not responding
-HID Touchscreen was reported in Device manager (but hidden)
-Disabled/enabled device, then Uninstalled device. Device failed to reinstall on reboot. And has been MIA since that point.
-Uninstalled all HID devices in effort to restart HID subsystem, all reinstalled normally
-Touchscreen did not work in BIOS which indicated hardware issue,  While a pain, I've computed without a touchscreen since the DOS days and I'd live with it for now.
-Then a few days later, the screen was broken by falling screwdriver, so I replaced the screen.
Video-wise, the screen works. But after boot, keyboard & touchpad are not working in regular Windows nor the recovery environment,  but they DO work in BIOS & pass component tests. Touchscreen still absent from BIOS. I ran a full system test and no errors were returned.
-Win Device Manager reported no error for keyboard (generic driver) or Synaptics device (current driver) BUT does show one error:
an 12C HID Device was flagged. Under Events tab it said  device configured but Device not started. Device is listed as
ACPI\ELAN2514\4&222bc2c9&0
 
MS support worked with me until all avenues were exhausted so I tried resetting PC to factory state.
HP Cloud restore was attempted 3 times but failed due to an error:
FAILED DEVICE_#0
Description : 12C HID Device
PNRDevicelD: ACPI\ELAN2514\48509E7A4&0
 
My first goal is to solve the keys & touchpad issue - thanks in advance
 
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