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New Member
Posts: 4
Registered: ‎09-22-2019

HP Envy 360 issues

I recently had an issue where after an update, my keyboard, touch screen and mousepad did not work at all. I took it to get looked at by Geek Squad and they got the keyboard and mousepad working, but now the computer does not pass the loading screen without running repair services, the sound does not work, touch screen still doesn't work. The agent told me that the driver isn't even installed for the touch screen anymore, but if I wanted to fix it I'd have to figure that out myself. Chatting with HP's virtual agents has been anything but helpful and I haven't been able to get a Geek Squad agent online or on the phone. I googled how to reinstall these drivers which led me to something I thought would be helpful, but I still don't have either of these things working and am not able to do what I need to do for school on my computer.Can anyone help me out with this?

Emerging Expert
Posts: 7,628
Registered: ‎02-25-2013

Re: HP Envy 360 issues

It might be more simple to simply do a factory reset.  Save any inportant documents first.

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New Member
Posts: 4
Registered: ‎09-22-2019

Re: HP Envy 360 issues

I did a factory reset (twice) and it still won’t pass the windows loading screen
New Member
Posts: 4
Registered: ‎09-22-2019

Re: HP Envy 360 issues

I have completed a total reset and I still do not have my touch screen working. 

Posts: 1,362
Topics: 17
Kudos: 89
Solutions: 82
Registered: ‎10-03-2017

Re: HP Envy 360 issues

Hello, caityporter,

 

It almost sounds like there may be some issues with the driver set on your laptop. If a restore was recently done, it's possible that the onboard Windows drivers aren't playing nice so I'd suggest updating all the drivers on the unit to the latest the manufacturer of the part has or directly via HPs Support Site. I've included a link below that may prove useful. Otherwise, I'd suggest visiting your local Geek Squad to have them check it out and see what's going on as a diagnostic may be the only way to get a proper answer.

 

HP Drivers & Support

 

Best,

Dave|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎09-22-2019

Re: HP Envy 360 issues

Looking at the device manager, it seems there is a issue with the I2C HID device, specifically. 

Posts: 1,362
Topics: 17
Kudos: 89
Solutions: 82
Registered: ‎10-03-2017

Re: HP Envy 360 issues

Hello, caityporter,

 

The following post from the HP forums may be helpful in tracking down the issue you're facing and a possible solution.

 

I2C HID Not Working - HP

Dave|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!