Ruined
2013-04-01

Hi all,

I recently ordered a "custom to order" HP ENVY X2 128GB.   What a fun little convertible.  However upon receipt, I noticed the touchscreen became unresponsive at times.  After some more testing, I realized that if i used the touchscreen without my fingers touching the metal part of the case, such as when placing the device on a plastic tablet stand or a couch/bed, the touch screen became less responsive/unresponsive near the bottom!

 

Now, I found this odd. Why would the touchscreen stop working well if I wasn't touching the back of the case? I checked with owners of the 64GB model and they did not have this problem.  Therefore all I could think of was that the 128GB  custom to order model created a modification in process that is resuting in some sort of grounding issue; perhaps ramsinks on the backsides of the extra ram chips are in contact with the back of the case?

 

Either way, I figured it was a one-off defect.  So I ordered a brand new replacement custom-to-order 128GB PC and waited 2 weeks for it to arrive.  The new PC has exactly the same problem!   Therefore, I can only believe there is currently a hardware manufacturing issue with the 128GB models.

 

The easiest way to test this is to place the 128GB Envy X2 on a non-conductive surface, such as a plastic tablet stand or couch, then bring up the onscreen keyboard.  Try typing with it and it should become unresponsive in short order.  However, if you place one finger on the back or side of the aluminum case, all of a sudden it works perfectly again.

 

I am going to try to call HP tech support to explain this but I don't have high hopes it will get through to the right person. If anyone has a lead who I could contact that would understand the advanced nature of this problem please let me know. Thanks.

 

P.S. - I really need the 128GB model too, its already down to 40GB fso the 64 would not be enough.

Ruined
2013-04-02

Wow, I called HP customer support last night. What a dreadful experience!

 

I spoke with 6 representatives and was transferred literally 5 times from department to department as no one seemed able to address or discuss this manufacturing issue.  I was on the phone for over 1.5 hours, and probably spent 20min of that talking to people, rest of the time on hold and being transferred!  I also tried the online chat support, and the rep advised me that the tablet touchscreen malfunctioning on a tablet stand was normal operation, lol!

 

None of the customer support agents appeared able to address this issue, and most weren't even familiar with the product itself.  One told me he only worked on HP Spectre machines so he couldnt talk to me!  In the end I requested a refund because no one was offering a amicable solution to the issue or reassurance it could be repaired.

 

It is a shame because this is a nice product and I believe I have identified a correctable manufacturing problem.  I created a video which I will upload to YouTube later that demonstrates the grounding problem on this tablet.  The video very clearly demonstrates how badly the 128gb tablet touchscreen malfunctions when it is on a tablet stand.  Both new machines I received recently had this exact issue, so it is not a one off problem.  I believe it only affects the new 128GB models, not the older 64gb models.

 

I wish there was a customer support representative that was more experienced and might be able to address my issue in a reassuring way.  Oh well.

Antonius_L
2013-04-02

Hello Ruined,

 

I saw your post and forwarded it to the right people a for their review. You should hear back from someone shortly via private message on this Forum.

anap40
2013-04-08

Any update on this issue? I also have a 128gb Envy x2 and am having the same issues as the OP.

 

Can someone please send my info to the appropriate people so that I too can receive assistance via PM?

Ruined
2013-04-08

I returned mine for a refund, it appears HP (even the U.S. tech support I was escalated to) was totally unaware of the problem so who knows how long before a fixed one is out. Also in less than 6 mos the much faster intel atom bay trail tablet cpus will be out, so not worth the time and effort to get a fixed one IMO - as it might take a while.

Wolfman017
2013-04-21

Hi,

 

I bought recently an HP Envy X2 (model g090ef, equipped with 64GB, in France). I had touchscreen problems and changed it for a new one.

With this new one, I still have the problem, and then found your topic here. It is exactly the same : if I don't touch the metallic part of the tablet, a zone (not the entire screen) of the touchscreen does not respond. It is rather strange, because on the first X2 I bought, this "non-respondive" zone was smaller than on the new one.

 

 

rob928
2013-04-22
Wolfman017 wrote:

Hi,

 

I bought recently an HP Envy X2 (model g090ef, equipped with 64GB, in France). I had touchscreen problems and changed it for a new one.

With this new one, I still have the problem, and then found your topic here. It is exactly the same : if I don't touch the metallic part of the tablet, a zone (not the entire screen) of the touchscreen does not respond. It is rather strange, because on the first X2 I bought, this "non-respondive" zone was smaller than on the new one.

 

 

I also am having the same issue with my g010nr 64GB model.  If it's sitting on a stand or in a case and I'm not touching the metal shell, the touchscreen stops responding in the keyboard area.

Please let me know if I need to contact customer support, of if this can be handled another way.

 

Thanks

Wolfman017
2013-04-23

Hi,

 

So I went back to my shop, and I got a replacement for another product (you could not refund me). In the shop, I tried the model which was exposed (g090ef), and it had the same issue !! 3 g090ef, 3 same problem.

 

Today I was in another shop (FNAC) where they sell g080ef models. The demo model was working fine, without any touchscreen issue. So I bought one, and I am testing it : it seems it doesn't have any issue ! The g080ef works just fine !!

repaofrefa
2013-05-05

I got HP ENVY x2 11-g010nr 64GB a few days ago and have the same problem.  

repaofrefa
2013-05-05

OK. It seems it problem is going to be solved.I called customer service today. They asked me to do a full shutdown. And then system recover. I just recovered the system this morning and fortunately I could skip the 2 hr painful process. The supervisor took over the phone and initiated a return process.Hope they will fix this problem. This time.

Key words: touchscreen responsive HP ENVY x2 11-g010nr

knrd24
2013-05-31

Same issue with 64 GB device.  Actually with 3 devices : 4CN314B615; 4CN31435X7 and 4CN314B5X1

All 3 from one shop in Dubai. Spent hours running to and from the shop and TCC then explaining the problem, setting up the devices etc and still same issue.

Did anyone solved it? Or have anyone seen any X2 working correctly???

Wolfman017
2013-05-31

Hi,

 

Some good news : I have been contacted some weeks ago from the french HP forum by a technician : he provided me a beta version of a hotfix. The hotfix worked well ! It corrected the touchscreen bug !!

 

They will make some more tests with other customers. Then the hotfix should come quickly as a public update...

knrd24
2013-05-31
Hi Wolfman017 Thanks, great news. Hope they gonna roll it out fast Anyone else got this hotfix?
repaofrefa
2013-05-31
Thanks Wolfman017.Is this a software update or a physical repair?Could you share the hotfix?Thanks.
repaofrefa
2013-05-31
I have my machine back today. It took almost 1 month. They replaced the LCD screen. The problem still exist. So sad.
Wolfman017
2013-05-31

It is a software hotfix. I cannot share it : i don't know if it is compatible with all HP Envy x2 models.

repaofrefa
2013-05-31
Thanks Wolfman017. Let's wait for the official release.
AxshunJaxun
2013-06-03

(In response to your pm)

Hey repaofrefa, 

 

I'm sorry that you're running into this issue with the touchscreen. I'm unaware of the softfix that Wolfman017 got, but I will do my best to find out more about it and see if I can get an approximate date when it may be publicly available.

 

In the meantime, let me know which BIOS version you have. You can find that information by pressing the FN + ESC keys. If you have a version earlier than F.12, please download and install F.12 from here. The tablet will restart on its own during the installation. Allow it to restart and then test the issue. Let me know the results when you get a chance

 

repaofrefa
2013-06-03
Thanks AxshunJaxun.I installed the BIOS you pointed me to.Under windows, I still have the same issue. I rebooted into BIOS settings and tried to use the on screen keyboard under BIOS. The left bottom side screen is not responding/less responding.
AxshunJaxun
2013-06-03

Ok thanks for letting me know! 

 

There are also a few other very recent updates. They are all associated with the touchscreen. Download and install these.

 

Intel Chipset Driver version 6.2.9200.PR9

 

Synaptics Touchpad Driver version 16.5.3.3

 

 

repaofrefa
2013-06-03
Thanks AxshunJaxun.I got them updated. And still have the same issue with the touch screen.
AxshunJaxun
2013-06-03

Ok Thanks for checking on those updates. I'll continue to research the hotfix issue!

 

 

jpenvyx2
2013-06-07

I'm having the same problem with my X2 - i shipped it off for repair last week and had the engineer from the repair center call me and tell me it "works for him" - asked him to try it on different surface and he said he was able to reproduce this problem - then they sent it back to me with a note that says "NO DEFECT FOUND".

 

I'm Extremely unhappy with HP right now - especially after their engineer told me he was able to reproduce this and I paid to have the expedited shipping.

 

 

AxshunJaxun
2013-06-10

Hello all, 

 

I apologize that you're experiencing this issue with the touchscreen. I am going to do some further research on this and I will update the thread as soon as possible with any news. 

 

vnz
2013-06-14

hello there. its there any update or fix to this issue. i just got 2 new envy x2 and both have the same gounding problem to the touch screen. I want to see if there is a fix before giving uo and retuning these units.

 

I will apreciate if you let me know.

 

thanks

AxshunJaxun
2013-06-17

Hey vnz, 

 

I am still researching. I spoke with some colleagues who have greater access to those fixes than I do and they are researching the issue now to find it. Since Wolfman got it, it should still be available and as soon as I have the details I will relay them here on the thread

 

This process can sometimes be slow though. I have no way of knowing how long it will take to track down the hotfix. So it's up to you as far as returning it. I can't guarantee a fix by a certain date, but I can guarantee I'll do everything I can to get the details as quickly as possible, because I know this is an annoying issue. Thanks for your patience!

 

vnz
2013-06-17
Thanks for the help and let hope the fix comes out soon.
adis24
2013-06-30

I have the exact same problem on my 64GB model (11-G010nr). It only occurs when the tablet is NOT connected to AC power. HP needs to research a fix soon

AxshunJaxun
2013-07-01

@adis24 Thank you for the information. I am still working with researchers on this issue. I will definitely update the thread with any news as soon as I receive it! Thank you for your patience and understanding

 

 

Matto76
2013-07-05
I have Envy x 2 as well same issue, really inconvenient, great as a laptop really unresponsive if used it as a tablet when not earthed, Hp please keep communicating with your customers, regarding solutions for finding a cure to earthing problem.
AxshunJaxun
2013-07-08

@Matto76 I definitely will keep in contact with the thread here. I am working with some colleagues to get to the bottom of the issue. 

 

 

 

 

 

AxshunJaxun
2013-07-08

 

@jpenvyx2 @vnz  

 

I sent you a private message. You can check your private messages by Logging in, in the top right corner of the page. Once you log in, you'll see your username and an envelope. Click that envelope to view your private messages. 

 

 

 

Thanks!

 

 

geoff_awf
2013-07-09

I'm having the exact same problem. 64gb x2. Any solutions yet?

AxshunJaxun
2013-07-09

@geoff_awf  I'm very sorry to hear that you're having the issue as well. I am working diligently with colleagues to get to the bottom of it. The logistics and all of the steps involved in the research process do take some time, but as soon as I have more information, I will pass it along here first. 

 

If you don't already have 'Automatically subscribe me to topics I participate in' turned on, you can do that to make sure you get an email notification of any updates on the thread. Check that by logging in and going to the My Community section on the right side of the screen. Then expand Resources & Settings. Then click on My Subscriptions and then Options. Check the box at the top that says 'automatically subscribe me to topics I participate in'.

 

 

 

sweetvenom
2013-07-24
This is a major issue across a large number of X2's.Almost every 4th X2 has this problem.Among them,almost all the g010-nr seem to have this problem,including mine.Six months have passed,still no fix.Will there be any fix?All that the customer representatives say is,"We are working".Are you even listening to us HP?This thing has gone on way too long to be resolved.I dnt think there is a solution to this.
anap40
2013-07-24

I agree with the above poster, this has gone on far too long for HP to be looking into it. We get no answers other than they are researching it.

 

To the HP guy on this thread that is supposedly researching the problem, what exactly are you doing? There was someone from France who said there was a patch he was able to apply to fix the problem - you said you are looking into that patch. Can you at least update us, it shouldn't take you months to contact the guys in France to see if there is a patch. If there is no such patch, let us know and let us know what is being doen to fix this.

AxshunJaxun
2013-07-24

We have requested an Envy x2 unit from a customer and it is on its way to our facility where the engineers will take a look and analyze the issue. 

 

I have no way of knowing how long it will take them to examine and address the issue. I can definitely tell you that they will be working as fast as they can on it. 

 

I wish I could say it is a simple issue and won't take long to address, but not being able to put hands on it myself, I don't want to set any false expectations. I will update you as I receive significant news. 

 

 

 

Matto76
2013-07-24
Am i able to claim warranty on the HP Envy x2, with the current manufacturing issue, I mean if I took it back to the place of purchase will HP acknowledge the fault and refund my purchase, I do regular presentations from the tablet, but find it very frustrating to use when it needs to be earthed in my hands to use. I love the unit- but it's not practical for my application, I have been patient but with no short term fix at hand I will need to try and find alternative solution to my problem.
sweetvenom
2013-07-24

Hard to believe it,since the problem has been going on for more than six months and its after six months that you people get your hands on a defective unit.Hope you resolve it soon,if at all.

The least HP can do is actually acknowledge the problem PUBLICLY,so that the customers know they are being heard.

Merely appointing representatives on this or any other forum wont help.

jpenvyx2
2013-07-28
HP sent me a g012nr as a replacement for my g010nr. It has the same problem except that the are that's not responsive when not grounded is in a different spot is much larger. I think the touch panels on these models is different, too. I remember if you held the g010nr up to the light you could see a grid of these little triangles in the panel - the g012nr doesn't seem to have this same pattern.shame, really. Its a very nice tablet apart from this :/
sweetvenom
2013-07-28
jpenvyx2 wrote:HP sent me a g012nr as a replacement for my g010nr. It has the same problem except that the are that's not responsive when not grounded is in a different spot is much larger. I think the touch panels on these models is different, too. I remember if you held the g010nr up to the light you could see a grid of these little triangles in the panel - the g012nr doesn't seem to have this same pattern.shame, really. Its a very nice tablet apart from this :/

Have you informed them about the recurring problem in this different model ?

If so, are they going to replace it again ?

Can we end this stupidity by getting a refund ?

jpenvyx2
2013-07-28
I did, but unfortunately I didn't get to unbox the replacement until Friday night. We'll see what happens on Monday.
sweetvenom
2013-07-28
jpenvyx2 wrote:I did, but unfortunately I didn't get to unbox the replacement until Friday night. We'll see what happens on Monday.

I dont understand what are they doing about a problem so obvious to the eye ?

Its so frustrating coz the device is so good other than this issue.

Cant they check for themselves before sending the replacement unit ?

Tell them to inspect before sending another replacement or maybe ask for a refund ?

 

jpenvyx2
2013-07-28
Yea, its pretty ridiculous. I did bring up to the agent that I was concerned that the replacement would have the same problem, he said at that point we could talk about getting a different model or a refund, but that a refund would be prorated somehow, which is a less than ideal outcome also.I'm generally just confused how a problem that appears to be very common is treated like a mystery when talking to hp support. Also confused how a blazingly obvious defect even hit the shelves. Also confused how the French users have sone kind of hot fix that fixes the issue.I would think the "right thing to do" by HP right now should be to do some kind recall.
jpenvyx2
2013-08-01
Update: after trying for days to actually speak to an executive case manager one of them finally call me back after 3 days of trying! I have requested a full refund, I'm supposed to be contacted tomorrow with an update on this. I suspect I'll be told that they can only refund a fraction of my original purchase cost.the case manager even tried to tell me that there's nothing wrong and that I should not expect the touch screen to work unless its on a flat, hard surface - even when I explained to her that it has nothing to do with the density of the surface but conductivity. She also said that no one has escalated this touch screen issue to her department, so is HP ignoring it or is there simply some massive communication breakdown within the company??this has been an altogether extremely frustrating experience and I'm frankly fed up of being treated like an idiot by HP customer service.for those of you in this same situation, I wish you luck and patience.and to HP: you need to look at the way you communicate and treat your customers, its quite frustrating to be treated as guilty until proven innocent - for example that I have to send in my laptop FIRST to get a replacement, every other company I've ever done a replacement with sends the replacement along with a shipping label, which recently just happened to me with amazon: after calling about a kindle problem I was overnighted a new kindle and emailed a return shipping label. Then again, amazon is a company that actually cares about customer service.
sweetvenom
2013-08-01
jpenvyx2 wrote:Update: after trying for days to actually speak to an executive case manager one of them finally call me back after 3 days of trying! I have requested a full refund, I'm supposed to be contacted tomorrow with an update on this. I suspect I'll be told that they can only refund a fraction of my original purchase cost.the case manager even tried to tell me that there's nothing wrong and that I should not expect the touch screen to work unless its on a flat, hard surface - even when I explained to her that it has nothing to do with the density of the surface but conductivity. She also said that no one has escalated this touch screen issue to her department, so is HP ignoring it or is there simply some massive communication breakdown within the company??this has been an altogether extremely frustrating experience and I'm frankly fed up of being treated like an idiot by HP customer service.for those of you in this same situation, I wish you luck and patience.and to HP: you need to look at the way you communicate and treat your customers, its quite frustrating to be treated as guilty until proven innocent - for example that I have to send in my laptop FIRST to get a replacement, every other company I've ever done a replacement with sends the replacement along with a shipping label, which recently just happened to me with amazon: after calling about a kindle problem I was overnighted a new kindle and emailed a return shipping label. Then again, amazon is a company that actually cares about customer service.

[Content Removed] You should have told her about this whole SEPARATE thread for grounding ( there's also one for battery drain and GOD knows HOW MANY ? )..

I hope you get your full refund and so do we.

Im hoping to get rid of this if this issue isnt resolved and will wait for a better Surface Pro from MS,if MS produce it along the lines of X2's portability (light weight,longer battery) along with an active digitizer, THAT WOULD BE A DREAM..!!!!

Matto76
2013-08-02
Ever wondered why you can't purchase a cover for envy x2 tablet, that's because there is no way the tablet could be earthed with one, if HP suddenly put out a cover similar to iPads cover or the Samsungs, the issue would surface in greater levels, I'm not sure but I would have to say they would have had knowledge of the issue before most of us laid our hands on one in the store, I just wish I had seen this thread before purchasing mine, if we get no joy from HP on this issue, I will be doing several reviews on this unit, so to educate people before they buy.
rcloke91
2013-08-02

I recently had my Envy x2 replaced. Previously had the g010nr model, and it was replaced with the g012nr model. 

 

Touchscreen issues persist. Surprisingly, the issue is in the exact same part of the screen: in the middle of screen on thr left third. 

 

Will be contacting my case manager today. 

 

For those of you who are seeking a refund, did you buy the x2 through HP or a retailer? 

 

I bought mine through a retailer, so I guess I'm S.O.L on a refund. 

jpenvyx2
2013-08-02

Wow - and yet I was told that they had never heard of this issue before. Unbelievable. 

 

 

 

jpenvyx2
2013-08-02

Oh and yes, I got it through a retailer.

rcloke91
2013-08-02

Any update on a resolution for you?

 

My case manager called me back today after leaving him a message this morning. He's been very helpful and understanding, and he asked that I send him a link to this thread. He even used the words "design flaw" in our conversation, so he seems to understand that this is an issue that affects most Envy x2's. 

 

I'm hoping that I get a refund, too, or a considerable replacement given the x2's cost. 

jpenvyx2
2013-08-04
Matto76 wrote:Ever wondered why you can't purchase a cover for envy x2 tablet, that's because there is no way the tablet could be earthed with one, if HP suddenly put out a cover similar to iPads cover or the Samsungs, the issue would surface in greater levels, I'm not sure but I would have to say they would have had knowledge of the issue before most of us laid our hands on one in the store, I just wish I had seen this thread before purchasing mine, if we get no joy from HP on this issue, I will be doing several reviews on this unit, so to educate people before they buy.

I was thinking about this and this makes a lot of sense - check this out:

http://www.youtube.com/watch?v=OUotiGdsKr4

 

HP demonstrating a slim cover for the x2 - yet its nowhere to be found for purchase.

 

i wounder if the grounding problem is also the reason the stylus that was once mentioned the envy x2 also disappeared.

 

 

cypress209
2013-08-12

Hello, 

 

I was reading up on this blog in regards to the touchscreen issue with the envy x2. I just recieved my x2 back from HP for this reason and they did not fix the issue. Would you happen to know if there is a fix for this yet?

geoff_awf
2013-08-12

Yeah, HP just released the fix. It's called {Content Removed}

jpenvyx2
2013-08-12
cypress209 wrote:

Hello, 

 

I was reading up on this blog in regards to the touchscreen issue with the envy x2. I just recieved my x2 back from HP for this reason and they did not fix the issue. Would you happen to know if there is a fix for this yet?

None that I know of, they also did the same with my X2