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HP Customer Support - Knowledge Base

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Need Windows 11 help?
Check the information on compatibility, upgrade, and available fixes from HP and Microsoft. Windows 11 Support Center

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HP PCs - Troubleshooting touch screen issues in Windows 10

When the notebook or All-in-One computer touch screen does not respond or responds inaccurately, there are several troubleshooting steps you can try to resolve either issue.

For stylus issues, go to HP PCs - Touch screen stylus pen is inaccurate or stops working.

Screen does not respond to touch, or responds intermittently

If the touch screen does not respond, or if the screen sometimes responds and sometimes does not, attempt the following procedures in order.

Confirm that the computer has a touch screen

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

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 HID-compliant touch screen device, and then click Enable, if possible. If the Enable option is not available, continue to the next step.
Tap the screen to see if it responds. If it does not, continue with these steps.
Right-click the HID-compliant 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, configure the touch display.

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.

Run Windows Update

Update your Windows 11 or Windows 10 computer using Windows Update.

In Windows, search for and open Check for updates.
If there are any available updates, they begin automatically.
Note:
To download and install optional updates, use the following instructions for your operating system:
- In Windows 11, select Advanced options > Optional updates, select the updates that you want to install, and then click Download & install.
- In Windows 10, select View all optional updates, select the updates that you want to install, and then click Download and install.
After the updates install, restart your computer when prompted.

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 opens, 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 > 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 or responds inaccurately during regular use, continue to the next step.
If one or both tests fail, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

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 increasing power consumption during sleep mode.

In Windows, search for and open Device Manager.
Expand the Human Interface Devices list.
Right-click the HID-compliant touch screen device, and then click Properties.
On the Power Managment tab, remove the selection from the Allow the computer to turn off this device to save power check box, and then click OK.

The touch screen works after waking the computer from sleep. If it does not, perform a hard reset.

Perform a hard reset

If none of the previous steps worked, perform a hard reset.

After resetting the computer, 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.

Power reset a notebook with a non-removable battery

Perform a power reset (or hard reset) of your notebook to clear information from the computer memory without erasing personal data.

Turn off the computer.
Disconnect the AC adapter.
Remove any discs from the disc drive.
Remove memory cards from the card reader slot.
Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.
With the AC adapter unplugged, press and hold the power button for approximately 15 seconds.
Reconnect the AC adapter, and then turn on the computer.

Power reset a laptop with removable battery

Perform a power reset on your notebook with a removable battery.

Turn off the computer, and then unplug the power cord.
Disconnect any peripheral devices, and then remove the computer from any port replicator or docking station.
Remove the battery from the computer.
With the battery and power cord unplugged, press and hold the Power button for approximately 15 seconds.
After you drain the capacitors, re-insert the battery, and then plug in the power cord. Leave peripheral devices disconnected.
Turn on the computer.

Power reset button configurations for power resetting a laptop with a non-removable battery

When power resetting a laptop with a non-removable battery, you might need to use one of the following power reset button combinations.

Power reset button configurations for select notebook computers
Common model name	Typically designated button combination
HP ENVY 17 2D and 3D	Press and hold the Power and Beats buttons for 8–10 seconds.
HP ENVY 15-3000 series	Press and hold the Power and Beats buttons for 8–10 seconds.
HP ENVY 14 Spectre	Press and hold the Power and Mute buttons (on the right side of the palm rest) for 8–10 seconds.
HP EliteBook Folio 1040 G1	Press and hold the Power and Mute buttons at the same time for 15 seconds, or until the computer restarts.

Power reset your desktop computer

Perform a power reset (or hard reset) of your desktop computer to clear information from the computer memory without erasing personal data.

Turn off the computer.
Disconnect the AC adapter.
Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.

Note:
Do not disconnect your mouse, keyboard, or monitor.
With the AC adapter unplugged, press and hold the power button for approximately 15 seconds.
After you drain the capacitors, reconnect the AC adapter. Leave peripheral devices disconnected.
Turn on the computer.

Update the BIOS and graphics driver

Installing an updated version of the BIOS and the graphics card driver might repair touch screen functionality.

To update the BIOS, go to the document with instuctions for your computer:
For instructions to find the latest graphics driver for your computer, go to HP PCs - Downloading or updating software and drivers.

Perform a Windows system reset

If the issue persists, recover the computer back to its original configuration.

Microsoft provides a reset feature that repairs your computer by reinstalling the operating system. Before using this option, make sure you back up all your important files.

Go to HP PCs - Reset the computer for more information.

Perform a System Restore to resolve an issue in Windows

If the issue is recent, restore the computer to a point before the problem began, to resolve the issue.

Go to HP PCs - Using Microsoft System Restore for more information.

Contact HP Customer Support

Contact HP Customer Support for further assistance if the issue persists.

Go to HP Customer Support - Contact.
Enter your product serial number to view warranty status and to change your location, if necessary.
Select a support option. Support options vary by country/region.

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.

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, configure the touch display.

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.

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 opens, 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 > 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 or responds inaccurately during regular use, continue to the next step.
If one or both tests fail, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

Perform a hard reset

If none of the previous steps worked, perform a hard reset.

After resetting the computer, 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.

Power reset a notebook with a non-removable battery

Perform a power reset (or hard reset) of your notebook to clear information from the computer memory without erasing personal data.

Turn off the computer.
Disconnect the AC adapter.
Remove any discs from the disc drive.
Remove memory cards from the card reader slot.
Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.
With the AC adapter unplugged, press and hold the power button for approximately 15 seconds.
Reconnect the AC adapter, and then turn on the computer.

Power reset a laptop with removable battery

Perform a power reset on your notebook with a removable battery.

Turn off the computer, and then unplug the power cord.
Disconnect any peripheral devices, and then remove the computer from any port replicator or docking station.
Remove the battery from the computer.
With the battery and power cord unplugged, press and hold the Power button for approximately 15 seconds.
After you drain the capacitors, re-insert the battery, and then plug in the power cord. Leave peripheral devices disconnected.
Turn on the computer.

Power reset button configurations for power resetting a laptop with a non-removable battery

When power resetting a laptop with a non-removable battery, you might need to use one of the following power reset button combinations.

Power reset button configurations for select notebook computers
Common model name	Typically designated button combination
HP ENVY 17 2D and 3D	Press and hold the Power and Beats buttons for 8–10 seconds.
HP ENVY 15-3000 series	Press and hold the Power and Beats buttons for 8–10 seconds.
HP ENVY 14 Spectre	Press and hold the Power and Mute buttons (on the right side of the palm rest) for 8–10 seconds.
HP EliteBook Folio 1040 G1	Press and hold the Power and Mute buttons at the same time for 15 seconds, or until the computer restarts.

Power reset your desktop computer

Perform a power reset (or hard reset) of your desktop computer to clear information from the computer memory without erasing personal data.

Turn off the computer.
Disconnect the AC adapter.
Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.

Note:
Do not disconnect your mouse, keyboard, or monitor.
With the AC adapter unplugged, press and hold the power button for approximately 15 seconds.
After you drain the capacitors, reconnect the AC adapter. Leave peripheral devices disconnected.
Turn on the computer.

Contact HP Customer Support

Contact HP Customer Support for further assistance if the issue persists.

Go to HP Customer Support - Contact.
Enter your product serial number to view warranty status and to change your location, if necessary.
Select a support option. Support options vary by country/region.

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