Hello. I need some assistance on an issue which I unfortunately have not found a resolution to. Hopefully I can get some answers. So, first, a few things:
- The laptop in question is out-of-warranty, by just 2 months (unfortunately).
- The laptop was completely up-to-date with Windows 10 64-bit prior to firmware upgrade, including BIOS.
- Sending it into HP is out of the question, so don't suggest it please.
- There were no other programs running while it was installing.
- No firewall (other than Microsoft's built in firewall) and the AV was Avast.
- I have done firmware upgrades in the past on other computers and electronics, but this is the firm time it's ever failed. I've also flash firmware updates before on other types of electronics, but I am not sure if this is possible on a computer or even how to do it.
- Touchscreen options, drivers and information in the About section still exist. Nothing is grayed out.
Yesterday I was given a stylus for my laptop, compatible with the product according to the website. When I tried it out, it wouldn't work. I checked the battery and it was fine. I googled the issue and most people claimed the problem was that the touchscreen needed a firmware update.
I downloaded the fimware updates HP FHD Touchscreen Controller Firmware Update (sp76862) and HP HD Touchscreen Controller Firmware Update (sp76647). I read over the instructions carefully for each update. I also made sure to "run as administrator" to make sure it had elevated access.
I first installed the FHD update with no issue (touchscreen still working), glancing at it from time to time while it was installing. Note: I was fiddling with my phone, so I did not touch my laptop. I tested the pen and nothing happened. So, I went ahead and installed the HD update and it proceeded the same way; however, for whatever reason, I lightly brushed on my touchpad (NOT THE SCREEN) to move the cursor.
The prompt for the update froze up, at the point in which it said something like "4304 of 5700" (not exact numbers!). I thought maybe it was stuck, so I left it alone for ten minutes or so. I looked again and it was still there. I left it alone for an hour; still, nothing. So then I moved the window (at which point, I immediately realize the touchscreen is not working) and Windows asks me to close it.
I had a feeling the firmware upgrade just failed and was only partially installed. The instructions said absolutely nothing about not touching the computer. So, I tried to install the firmware again. I restarted the computer and tried to reinstall it. The installer would go along, reach the prompt, go through a few lines of commands and then close. That was definitely not what it did before. I tried to see what would happen if I did the same on the FHD update; it did the same thing.
As reccomended by HP, I followed every precedure I could to recover the touchscreen functionality in the support documentation (https://support.hp.com/ca-en/document/c03488148). All the way down to setting it to factory settings.
Nothing has worked.
Any suggestions? I was thinking about finding firmware for a spectre product and installing it, then trying to reinstall the firmare again. I read somewhere someone installed the wrong firmware and was able to correct the issue by installing the right ones afterward. I haven't tried that considering I am not entirely sure if that would make it or unworkable.
Thanks.
