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Troubleshooting touch screen issues in Windows 8

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This support document pertains to HP TouchSmart PCs with Windows 8.
If your HP TouchSmart touch screen is not responding when tapped, or if the mouse pointer moves to the wrong spot on the screen, perform the steps below to try to get your system working correctly.
NOTE: If you are not using the latest version of Windows 8, some graphics and information in this document may vary. You can get the latest version from the Microsoft Store.

Touch screen doesn't work after upgrading to Windows 8

Follow these steps if you upgraded to Windows 8 from a previous Windows operating system and your touch screen stopped working:
  1. Activate Windows 8 and install updates:
    1. Log on to the computer as an administrator, and then connect to the Internet.
    2. On the Windows Start screen, type Activate Windows to open the Search charm, and then select Activate Windows.
      Figure 1: Search results for Activate Windows
      Search results for Activate Windows
    3. Click the Enter key button in the Activate Windows screen.
      Figure 2: Clicking the Enter key
      Clicking the Enter key
      NOTE:If you used discs to install Windows 8, you might find the product key on the disc packaging. If you bought Windows 8 over the Internet, the product key might have been included in an email you received after purchasing and downloading Windows 8.
    4. Type the product key into the Product key field.
      Figure 3: Typing the Product key
      Typing the Product key
      Windows automatically detects whether the product key is valid.
    5. If product activation is successful and a Thanks, you're all done message appears, click Close.
      Figure 4: Windows successfully activated
      Windows successfully activated
    6. Restart the computer.
    7. Press the Windows + X keys, and select Control Panel from the list.
    8. In the upper-right corner of Control Panel, select Large icons from the View by drop-down.
    9. Click Windows Update.
    10. Install touch and/or graphics driver updates.
    11. Restart the computer. If the touch screen still does not work, go on to the next step.
  2. Check for driver updates at hp.com:
    1. Go to hp.com and click Drivers & Software.
    2. In the search field, enter your product name or number, and then click Next.
    3. Select your operating systems from the drop-down, and then click Next.
      NOTE:For more information about your operating system and system type (32 or 64 bit), press the Windows + X keys, and select System from the list.
    4. If there are any available graphics drivers, click the plus sign next to Driver - Graphics, and then click the driver name.
      If there are no graphics drivers available, please continue with Step 3.
    5. In the Download options and information window, click Download.
    6. Follow the onscreen directions to download the driver.
    7. Restart the computer. If the touch screen still does not work, go to the next step.
  3. If there are no graphics drivers available, please download and install the following touchscreen driver update (Next Windows driver update): sp57846.exe .
    Restart the computer. If after installing this update the touch screen still does not work, continue with the next step.
  4. Disable the graphics card:
    1. On the Windows Start screen, type Device Manager to open the Search charm, and then click Device Manager.
      Figure 5: Search results for Device Manager
      Search results for  Device Manager
    2. In Device Manager, click the triangle next to Display adapters to expand the list.
    3. Right-click on the graphics card, and then select Disable.
    4. On the Window that reads "Disabling this device will cause it to stop functioning. Do you really want to disable it?", click Yes.
    5. Restart the computer. If the touch screen still does not work, go to the next step.
  5. Verify in System Properties if the Touch Screen Device is being detected.
    1. Press the Windows + X keys.
    2. Select System from the menu that appears.
    3. Locate Pen and Touch and make sure that it says Full Windows Touch Support.
    4. If there is a message under Pen and Touch saying that the touch screen is not available, please enter the BIOS by following the next steps.
    5. Restart the computer and press the ESC key simultaneously.
    6. From the menu that appears select Computer Setup (F10).
      Figure 6: Startup Menu with Computer Setup (F10) option
      Startup Menu with Computer Setup (F10) option
    7. Once in the BIOS go to the Security Tab and select USB Security option.
      Figure 7: BIOS Security Tab with USB Security option
      BIOS Security Tab with USB Security option
    8. In the USB Security window, make sure all USB ports are enabled.
      Figure 8: USB Security window
      USB Security window
    9. If all USB ports are enabled and the problem persists, please continue with the next step.
  6. Perform a Microsoft System Restore:
    If the touch screen still does not work, refer to Using Microsoft System Restore (Windows 8) for steps to restore the system to a time when it was working. If the touch screen never worked, skip this step.
  7. Perform an HP System Recovery:
    If the touch screen still does not work, refer to Performing an HP System Recovery (Windows 8) for steps to restore the computer to its original system configuration.
  8. Use Hardware Diagnostic Tool:
    If the touch screen still does not work, refer to Testing for Hardware Failures (Windows 8) for desktop computers, or Testing for Hardware Failures (Windows 8) for notebook computers. Follow the steps in these documents to troubleshoot your computer's hardware for failures.

Tapping the touch screen does not do anything

Follow the steps below to try to get your touch screen working:
  1. Clean the screen:
    1. With the computer off, spray glass cleaner onto a soft, damp cloth and gently wipe the screen to remove dirt and smudges.
      CAUTION:Do not spray cleaner directly onto the screen.
    2. Turn the computer on when finished.
    3. Tap the screen to see if it responds. If it does not, continue.
  2. Perform a full shutdown:
    1. Press the Windows + I key.
    2. Click Power, press and hold the Shift key, and select Shut down.
      Figure 9: Power options with Shut down selected
       Power options with Shut down selected
    3. Press the power button to turn on the computer.
    4. Tap the screen to see if it responds. If it does not, continue.
  3. Configure the touch display:
    1. In the Windows Start screen, type Tablet PC Settings to open the Search charm, and then select Tablet PC Settings from the results list.
      Figure 10: Search results for Tablet PC Settings
      Search results for Tablet PC Settings
    2. On the Display tab of Tablet PC Settings, click Setup.
      Figure 11: Setup button in the Tablet PC Settings window
       Setup button in the Tablet PC Settings window
    3. Follow the onscreen directions to identify your screen as a touch screen.
    4. Tap the screen to see if it responds. If it does not, continue.
  4. Perform a Microsoft System Restore:
    If the touch screen still does not work, refer to Using Microsoft System Restore (Windows 8) for steps to restore the system to a time when it was working. If the touch screen never worked, skip this step.
  5. Perform an HP System Recovery:
    If the touch screen still does not work, refer to Performing an HP System Recovery (Windows 8) for steps to restore the computer to its original system configuration.
  6. If the steps above did not restore touch functionality, the computer should be serviced.

A touch occurs next to the point touched, not at the point of touch

If you suspect that the touch screen is not functioning properly, go to the Windows desktop and move your finger across the screen. If the mouse pointer moves directly under the tip of your finger, touch functionality is working correctly. If the mouse pointer moves more than half an inch (1.3 centimeters) away from the tip of your finger, you should clean and calibrate the screen. To do so, with the computer off, spray glass cleaner onto a soft, damp cloth and gently wipe the screen to remove dirt and smudges. Do not spray cleaner directly onto the screen.
If touch functionality still does not appear to be working correctly, follow the steps below to calibrate the screen.
  1. In the Windows Start screen, type Tablet PC Settings to open the Search charm, and then select Tablet PC Settings from the results list.
    Figure 12: Search results for Tablet PC Settings
    Search results for Tablet PC Settings
  2. On the Display tab of Tablet PC Settings, click Calibrate.
    Figure 13: Calibrate selection in the Tablet PC Settings window
    Calibrate selection in the Tablet PC Settings window
  3. Follow the onscreen directions to calibrate your screen.
    Click Yes when prompted to save calibration data.
  4. If the screen is still not calibrated correctly, undo the calibration by clicking Reset on Tablet PC Settings.
    Figure 14: Reset selection in the Tablet PC Settings window
     Reset selection in the Tablet PC Settings window
  5. When prompted, click Yes to allow Microsoft's Digitizer Calibration Tool to make changes to your computer.
    The Digitizer Calibration Tool window opens to confirm that the calibration data was successfully removed.

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