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HP PCs - Troubleshooting Touch Screen Issues (Windows 10, 8)

This document is for HP and Compaq All-in-One and notebook computers with Windows 10 and Windows 8.

The computer touch screen does not respond or responds inaccurately.

For stylus issues, go to Touch Screen Stylus Pen Is Inaccurate or Stops Working.

Screen does not respond to touch, or responds intermittently

Use the troubleshooting steps in this section if the touch screen does not respond, or if the screen sometimes responds and sometimes does not.

Step 1: Confirm the computer has a touch screen

If the screen has never responded to touch, but you think it should, use one of these methods to confirm your computer has a touch screen.

In Windows, search for and open View pen and touch info. If the Pen and touch section reads No pen or touch input is available for this display, the computer does not have a touch screen.
Check the product specifications for your computer model on the HP Customer Support website.
Check the labels on the computer and on the product packaging. Notebook and All-in-One computer models equipped with touch screens are branded with the word Touch or TouchSmart.

Step 2: Enable and reinstall the touch screen driver in Device Manager

Your touch screen might not respond because it is not enabled or needs to be reinstalled. Use Device Manager to enable and reinstall the touch screen driver.

In Windows, search for and open Device Manager.
Expand the Human Interface Devices list.
Right-click the touch screen device, and then click Enable, if possible. If the Enable option does not display, continue to the next step.
Tap the screen to see if it responds. If it does not, continue with these steps.
Right-click the touch screen device, and then click Uninstall.
Restart the computer to reinstall the touch screen driver.
Tap the screen to see if it responds. If it does not, continue to the next step.

Step 3: Configure the touch display

Configure the touch display to identify your screen as a touch screen.

In Windows, search for and open Calibrate the screen for pen and touch input.
On the Display tab, click Setup.
Click Touch input.
Follow the on-screen directions to identify your screen as a touch screen.
Tap the screen to see if it responds. If it does not, continue to the next step.

Step 4: Install Windows updates

Device driver updates released through Windows update might resolve touch screen issues.

Windows 10

Install the latest Windows 10 updates.

In Windows, search for and open Check for updates.
If updates are available, they begin installing automatically.
When update installation is complete, tap the screen to see if it responds. If it does not, continue to the next step.

Windows 8

Install the latest Windows 8 updates.

Click the Windows icon, and then search for and open Windows Update.
Click Show updates.
Click important updates are available.
A list of available updates opens in a new window. Select updates from the Important and Optional tabs. Make sure you install all device driver updates.
Click Install.

You might need to restart your computer to apply the updates.
When update installation is complete, tap the screen to see if it responds. If it does not, continue to the next step.

For more information, go to HP PCs - Updating Drivers and Software with Windows Update (Windows 10, 8).

Step 5: Perform a touch screen diagnostic test in HP Hardware Diagnostics

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

Connect the AC adapter to the computer.
Press the Power button for at least five seconds to turn off the computer.
Turn on the computer and immediately press Esc repeatedly, about once every second. When the Startup menu appears, press F2.
When the HP PC Hardware Diagnostics screen displays, click Component Tests.
Click Touch Screen.
There are two interactive touch screen hardware tests. Click Touch Pointer Test first.
Read the on-screen instructions, and then click Run once.
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.
Click Main menu to return to the main screen.
Click Component Tests, and then click Touch Screen.
Click Drag And Drop Test.
Read the on-screen instructions, and then click Run once.
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.

If the diagnostics tests pass but the touch screen still does not respond during regular use, continue to the next step.
If one or both tests fail, a 24-digit code, or failure ID, displays. Contact HP and provide this code. The failure ID is also available in Test Logs on the main menu.

Step 6: Adjust the power management settings for your touch screen

Power settings can cause the touch screen to stop working after waking from sleep. Change the power settings so that the touch screen stays active while the computer is in sleep mode.

note:
Changing this setting might result in more power consumption during sleep mode.

In Windows, search for and open Device Manager.
Expand Human Interface Devices list.
Right-click the touch screen device, and then click Properties.
On the Power Management tab, uncheck Allow the computer to turn off this device to save power, and then click OK.

The touch screen should remain working after waking the computer from sleep. If it does not, continue to the next step.

Step 7: Perform a hard reset (notebook PCs) or full shutdown and restart (All-in-One PCs)

If none of the previous steps worked, perform a hard reset or full shutdown and restart.

Notebook with a removable battery

Use the steps in this section to reset a notebook that has a removable battery.

This video shows how to reset a notebook with a removable battery

Turn off the computer, disconnect all external devices, and then disconnect the AC adapter.
Remove the computer from any port replicator or docking station, if necessary.
Remove the battery from the battery compartment.
Press and hold the Power button for 15 seconds to drain any residual electrical charge.
Insert the battery, and then plug the AC adapter back into the notebook. Do not connect any peripheral devices.
Turn on the computer.
If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press Enter.
Wait for the computer to start, and then tap the screen to see if it responds. If it does not, continue to the next step.

Notebook with a sealed or non-removable battery

Use the steps in this section to reset a notebook that does not have a removable battery.

caution:
Do not attempt to remove a sealed battery. Removing a non-removable battery can void your warranty.

This video shows how to reset a notebook with a sealed or non-removable battery

Turn off the computer, disconnect all external devices, and then disconnect the AC adapter.
Remove the computer from any port replicator or docking station, if necessary.
For most notebook PCs, press and hold the Power button for 15 seconds to reset.

If this method fails, see the User Guide for your specific model for the proper button combination. Go to HP Customer Support, search for your computer model, and then click User Guides.
Plug the AC adapter back into the computer, but do not connect any of the peripheral devices.
Turn on the computer.
If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press Enter.
Wait for the computer to start, and then tap the screen to see if it responds. If it does not, continue to the next step.

All-in-One with Windows 10

Restart your All-in-One computer with Windows 10.

Click the Windows icon , and then click the Power icon .
Click Restart.
Wait while the computer turns off, and then restarts.
Tap the screen to see if it responds. If it does not, continue to the next step.

All-in-One with Windows 8

Restart your All-in-One computer with Windows 8.

Press the Windows + I keys.
Click Power, press and hold the Shift key, and click Shut down.
Wait while the computer shuts down.
Turn on the computer, and then tap the screen to see if it responds. If it does not, continue to the next step.

Step 8: Update the BIOS and graphics driver

Installing an updated version of the graphics card driver might repair touch screen functionality. Go to Downloading or Updating Software and Drivers for HP Computers for instructions to find the latest graphics driver for your computer.

For notebook PCs, go to HP Notebook PCs - Updating the BIOS.
For All-in-One PCs, go to HP Desktop PCs - Updating the BIOS.

If the touch screen still does not respond, continue to the next step.

Step 9: Reset your computer

Go to Resetting Your Computer (Windows 10) or Resetting Your PC to Resolve Problems (Windows 8).

Step 10: Perform a Microsoft System Restore

If the touch screen still does not work, go to Using Microsoft System Restore (Windows 10, 8) for steps to restore the system.

Step 11: Contact HP Customer Support

If the steps above did not work, you might need to service your computer. Go to Contact HP Customer Support.

Touch screen responds inaccurately

The touch screen responds to touch, but the cursor does not move as expected or is more than half an inch (1.3 cm) away from the point of contact. Your touch screen might need to be cleaned, configured, or reset.

note:
The touch screen function in Windows 10 is different from previous versions. Four-finger and edge swiping were removed, and new functions were added. Swipe left or right to switch applications, and swipe up or down to switch between application and task view.

Step 1: Clean the screen

Touch screens might not respond due to smudges and dirt buildup. Turn the computer off, moisten a soft, clean cloth with water, and then gently wipe the screen. Wait for the screen to dry, turn on the computer, and then try using the touch screen again.

note:
To avoid this problem, touch the screen only with clean hands or a stylus.

If cleaning the screen did not resolve the issue, continue to the next step.

Step 2: Configure the touch display

Configure the touch display to identify your screen as a touch screen.

In Windows, search for and open Calibrate the screen for pen and touch input.
On the Display tab, click Setup.
Click Touch input.
Follow the on-screen directions to identify your screen as a touch screen.
Tap the screen to see if it responds. If it does not, continue to the next step.

Step 3: Perform a touch screen diagnostic test in HP Hardware Diagnostics

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

Connect the AC adapter to the computer.
Press the Power button for at least five seconds to turn off the computer.
Turn on the computer and immediately press Esc repeatedly, about once every second. When the Startup menu appears, press F2.
When the HP PC Hardware Diagnostics screen displays, click Component Tests.
Click Touch Screen.
There are two interactive touch screen hardware tests. Click Touch Pointer Test first.
Read the on-screen instructions, and then click Run once.
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.
Click Main menu to return to the main screen.
Click Component Tests, and then click Touch Screen.
Click Drag And Drop Test.
Read the on-screen instructions, and then click Run once.
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.

If the diagnostics tests pass but the touch screen still does not respond during regular use, continue to the next step.
If one or both tests fail, a 24-digit code, or failure ID, displays. Contact HP and provide this code. The failure ID is also available in Test Logs on the main menu.

Step 4: Perform a hard reset (notebook PCs) or full shutdown and restart (All-in-One PCs)

If none of the previous steps worked, perform a hard reset or full shutdown and restart.

Notebook with a removable battery

Use the steps in this section to reset a notebook that has a removable battery.

This video shows how to reset a notebook with a removable battery

Turn off the computer, disconnect all external devices, and then disconnect the AC adapter.
Remove the computer from any port replicator or docking station, if necessary.
Remove the battery from the battery compartment.
Press and hold the Power button for 15 seconds to drain any residual electrical charge.
Insert the battery, and then plug the AC adapter back into the notebook. Do not connect any peripheral devices.
Turn on the computer.
If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press Enter.
Wait for the computer to start, and then tap the screen to see if it responds. If it does not, continue to the next step.

Notebook with a sealed or non-removable battery

Use the steps in this section to reset a notebook that does not have a removable battery.

caution:
Do not attempt to remove a sealed battery. Removing a non-removable battery can void your warranty.

This video shows how to reset a notebook with a sealed or non-removable battery

Turn off the computer, disconnect all external devices, and then disconnect the AC adapter.
Remove the computer from any port replicator or docking station, if necessary.
For most notebook PCs, press and hold the Power button for 15 seconds to reset.

If this method fails, see the User Guide for your specific model for the proper button combination. Go to HP Customer Support, search for your computer model, and then click User Guides.
Plug the AC adapter back into the computer, but do not connect any of the peripheral devices.
Turn on the computer.
If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press Enter.
Wait for the computer to start, and then tap the screen to see if it responds. If it does not, continue to the next step.

All-in-One with Windows 10

Restart your All-in-One computer with Windows 10.

Click the Windows icon , and then click the Power icon .
Click Restart.
Wait while the computer turns off, and then restarts.
Tap the screen to see if it responds. If it does not, continue to the next step.

All-in-One with Windows 8

Restart your All-in-One computer with Windows 8.

Press the Windows + I keys.
Click Power, press and hold the Shift key, and click Shut down.
Wait while the computer shuts down.
Turn on the computer, and then tap the screen to see if it responds. If it does not, continue to the next step.

Step 5: Contact HP Customer Support

If the steps above did not work, you might need to service your computer. Go to Contact HP Customer Support.

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