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Md. Sadique
Md. Sadique, Engineer
Category: Laptop
Satisfied Customers: 358
Experience:  Engineer with 7+ yrs. experience as a software troubleshooter, developer & hardware support.
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My touchscreen is not longer working on cf30, At a certain

Customer Question

Hi, my touchscreen is not longer working on cf30
JA: 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.
Customer: At a certain point, my touchscreen did not respond anymore. I tried to reinstall the drivers, but no go.
JA: Is there anything else the Laptop Technician should be aware of?
Customer: exact model number is:
JA: OK. Got it. I'm sending you to a secure page on JustAnswer so you can place the $5 fully-refundable deposit now. While you're filling out that form, I'll tell the Laptop Technician about your situation and then connect you two.
Submitted: 1 year ago.
Category: Laptop
Customer: replied 1 year ago.
model number is:
CF-30CTQAFBE.
Expert:  Breland replied 1 year ago.

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?

Customer: replied 1 year ago.
it works as a regular screen. but it's suposed to be a touch screen. it worked before
Expert:  Breland replied 1 year ago.

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

Customer: replied 1 year ago.
nope
Expert:  Breland replied 1 year ago.

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

Customer: replied 1 year ago.
win7pro
Expert:  Breland replied 1 year 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.

Expert:  Breland replied 1 year ago.

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

Customer: replied 1 year ago.
done
Customer: replied 1 year ago.
Expert:  Breland replied 1 year ago.

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

Expert:  Breland replied 1 year ago.

They should be immediately visible if they are there.

Customer: replied 1 year ago.
nope, nothing
Expert:  Breland replied 1 year ago.

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

Customer: replied 1 year ago.
nope, only opdates. as far as I can remember
Expert:  Breland replied 1 year 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?

Customer: replied 1 year ago.
seen it
Expert:  Breland replied 1 year ago.

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

Expert:  Breland replied 1 year ago.

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

Expert:  Breland replied 1 year ago.

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

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

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

Expert:  Breland replied 1 year ago.

The chat will still be saved and will remain open.

Expert:  Breland replied 1 year ago.

You should also have a link in your email inbox.

Customer: replied 1 year ago.
ok, see you in a bit
Customer: replied 1 year ago.
back
Expert:  Breland replied 1 year ago.

Ok, great. Is the touchscreen working now?

Customer: replied 1 year ago.
no
Expert:  Breland replied 1 year ago.

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

Customer: replied 1 year ago.
does a program exist to test the integrity of the hardware?
Customer: replied 1 year ago.
ok, let's try calibration
Expert:  Breland replied 1 year 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.

Expert:  Breland replied 1 year ago.

Probably under a folder titled Fujitsu or Panasonic.

Customer: replied 1 year ago.
drivers seem to be for xp
Expert:  Breland replied 1 year 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.

Expert:  Breland replied 1 year ago.

Did you have XP on this laptop at one point?

Customer: replied 1 year ago.
I didn't
Customer: replied 1 year ago.
maybe former owner
Expert:  Breland replied 1 year ago.

Ok. Were you able to locate the calibration utility?

Customer: replied 1 year ago.
in installation folder.
If you can, you may connect to my pc. ave to warn you, internet connection is poor here :)
Expert:  Breland replied 1 year 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??

Customer: replied 1 year ago.
hahaha nope
Expert:  Breland replied 1 year 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.

Customer: replied 1 year ago.
i know it. is installing
Customer: replied 1 year ago.
id: 282 705 809
pass: 5690
Expert:  Breland replied 1 year ago.

Thank you. I will connect now.

Expert:  michelleclive replied 1 year ago.

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.