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My touchscreen is not longer working on cf30, At a certain…

Customer Question
Hi, my touchscreen is...

Hi, my touchscreen is not longer working on cf30

Technician's Assistant: Sometimes things that you think will be really complicated end up being easy to fix. The Laptop Technician I'm going to connect you with knows all the tricks and shortcuts. Tell me a bit more about what's going on so he can help you best.

At a certain point, my touchscreen did not respond anymore. I tried to reinstall the drivers, but no go.

Technician's Assistant: Is there anything else the Laptop Technician should be aware of?

Exact model number is:

Submitted: 2 years ago.Category: Laptop
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Customer reply replied 2 years ago
model number is:
CF-30CTQAFBE.
Answered in 4 minutes by:
3/1/2016
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago
Breland
Breland, Sr. IT Administrator
Category: Laptop
Satisfied Customers: 43
Experience: Microsoft Certified Professional
Verified

Hello, my name is*****'m sorry to hear your laptop is giving you issues but I'll be happy to assist.

Does the screen give any feedback to your touch at all?

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Customer reply replied 2 years ago
it works as a regular screen. but it's suposed to be a touch screen. it worked before
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

If you touch it now does it do anything at all (i.e. move the cursor, select buttons, etc.)?

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Customer reply replied 2 years ago
nope
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Ok, thank you. What operating system do you have installed?

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Customer reply replied 2 years ago
win7pro
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Thank you. The next step is to check the device manager. You can do this by right-clicking on "Computer" and selecting Properties, then select Device Manager in the top left corner.

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Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Once you access Device Manager, do you see any items with a yellow question mark or a red exclamation point?

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Customer reply replied 2 years ago
done
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Do you see any items with a yellow question mark or a red exclamation point?

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Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

They should be immediately visible if they are there.

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Customer reply replied 2 years ago
nope, nothing
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Ok, that's good. Has there been any major changes to your computer such as changing the operating system?

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Customer reply replied 2 years ago
nope, only opdates. as far as I can remember
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Ok, thanks. So what we want to do is completely remove the touchscreen driver before installing it again. To do this, while still in Device Manager and under the "HID-Human Interface Device" category you should see a "touch screen driver" or "touch screen device". Do you see anything of that nature?

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Customer reply replied 2 years ago
seen it
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Please right-click on it and select "uninstall".

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Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Once done, highlight the top-most selection (your computer name) and then click on the button up top titled "Scan for hardware changes".

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Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

The computer should automatically recognize the touchscreen and reinstall it for you.

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Customer reply replied 2 years ago
removed them (2 items) scanning done, doesn't reinstall
Customer reply replied 2 years ago
ooops too soon. got orange exclamation mark on 1 item (HID device)
Customer reply replied 2 years ago
usb-input device has installed
Customer reply replied 2 years ago
searching for driver
Customer reply replied 2 years ago
pc asking to restart
Customer reply replied 2 years ago
how do I reconnect with you after restart?
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Excellent. A restart will be necessary. I suggest adding this page to your favorites by pressing CTRL + D.

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Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

The chat will still be saved and will remain open.

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Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

You should also have a link in your email inbox.

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Customer reply replied 2 years ago
ok, see you in a bit
Customer reply replied 2 years ago
back
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Ok, great. Is the touchscreen working now?

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Customer reply replied 2 years ago
no
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Ok. Let's see if it will allow you to calibrate it. Have you tried that yet?

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Customer reply replied 2 years ago
does a program exist to test the integrity of the hardware?
Customer reply replied 2 years ago
ok, let's try calibration
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

The utility should be located under the Start menu. I don't have a Toughbook in front of me so I'm no sure what it is listed under but it should be under Start and then one of the other sub-folders.

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Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Probably under a folder titled Fujitsu or Panasonic.

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Customer reply replied 2 years ago
drivers seem to be for xp
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Additionally, if you would prefer, we can do a remote session and I can troubleshoot it personally if chat is not your preference. We can use a different tool that is free and will not be an extra cost.

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Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Did you have XP on this laptop at one point?

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Customer reply replied 2 years ago
I didn't
Customer reply replied 2 years ago
maybe former owner
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Ok. Were you able to locate the calibration utility?

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Customer reply replied 2 years ago
in installation folder.
If you can, you may connect to my pc. ave to warn you, internet connection is poor here :)
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

As long as you're not on a 56K dial-up modem, it shouldn't be an issue. You're not on a 56K modem, are you??

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Customer reply replied 2 years ago
hahaha nope
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Ok, good! I use a reputable remote application called Team Viewer. If you could please go to http://connect.teamviewer.com/v11 and you will be prompted to download and install a small applet. Once done, please open Team Viewer and post you ID and Password ***** this chat.

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Customer reply replied 2 years ago
i know it. is installing
Customer reply replied 2 years ago
id: 282 705 809
pass: 5690
Laptop technician: Breland, Sr. IT Administrator replied 2 years ago

Thank you. I will connect now.

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Laptop technician: michelleclive, Computer Support Specialist replied 2 years ago
michelleclive
michelleclive, Computer Support Specialist
Category: Laptop
Satisfied Customers: 6,065
Experience: Notebook and Handhelp support expertise
Verified

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

Breland seems to have opened the question other experts to answer further.

Let me know the make and model of the laptop you are having problem with touch screen.

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