Acer T232HL Monitor - Lost Touchscreen Capability

I have been using this monitor for about a year with no problem, although have not used the touchscreen feature much. I recently noticed the touchscreen feature had stopped working, and went through all the available diagnostic steps with Acer support with no luck. Looking at Devices and Printers, I noticed the touchscreen usb part was being reported as a CoolTouch (TM) System device, which it isn't. I uninstalled the corresponding Composite Device driver and reconnected the usb cable - Windows Update reinstalled the same driver with the same HID and Input Device information. Anyone have any idea why Windows Update thinks this is a CoolTouch monitor when it isn't? When I asked this question of Acer support staff, who confirmed this certainly isn't a CoolTouch monitor, they had no explanation and pointed me at Microsoft. Suggestions will be appreciated.           
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Hi Edcarcal,

Thank you for posting your query in Microsoft community.

Based on the issue description, I understand that you have issues with Touch not working on your Acer T232HL Monitor.

The probable cause for this issue could be due to the incorrect display drivers or could due to compatibility issue.
 
1. Do you receive any notification on the screen when touchscreen does not work on the monitor?
2. Have you connected the monitor with the USB cables that comes in exclusively with the monitor or have you connected with a different USB cable?
3. Have you connected the Touchscreen monitor with USB 2.0 port or USB 3.0 Port?
4. Under Device manger is it showing as CoolTouch (TM) System device monitor?
5. Have you made any recent changes to the computer prior to this issue?

6. Which version of Windows Operating System do you have on the computer?

The Windows 7 touch screen feature is available in Windows 7 Home Premium, Professional and Ultimate editions, please see the link below for more information,
Method 1: I suggest you to check for the driver status of the monitor under Device Manager when the touch screen stops working. Follow the steps:

a) Press Windows and R key together to open the run box.
b) Type the following command and press Enter on the keyboard.
“devmgmt.msc”
c) Locate "Monitor" device and expand the driver icon.
d) Right click on the monitor driver icon and click on Properties.
e) Check of the information under device status of the driver.  

Method 2: suggest you to update the drivers for the monitor and check if updating the drivers for the monitor helps you.
You can refer to the link to check for the latest Windows 8 drivers for the monitor on Acer website:
Note: You may first choose the monitor and then select the appropriate model of the model and the operating system to download the required drivers.
http://us.acer.com/ac/en/US/content/drivers

Download the drivers for the monitor for your Windows 7 Operating system and install the drivers. Check if you get the same issue after updating the drivers.

Method 3: If you still have issues refer to the link below and try to calibrate the touchscreen monitor:
How to calibrate touch in Windows 7

You may also refer to the article below to check the possible issues with USB device not detecting in Windows.

Acer Online Support
USB detection problems in Windows

Additional reference:

Calibrate your display
Hope this information helps, please reply with the status of the issue for any further assistance. We will be happy to assist. 

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In response to your questions:

1. No

2. Using the USB cable supplied with the monitor - USB 2.0 and the cable is OK

3. The monitor is connected via DVI; the touchscreen side of the monitor is connected to USB 2.0

4. Under monitor entry, Device Manager reports "Acer T232HL" (latest driver, by the way). Under USB Controllers, touchscreen side shows up as a USB Composite Device - using a USB Viewer, device shows up as "CoolTouch(TM) System" and is reported as "Touch Input Available with 10 Touch Points". This is NOT this monitor's true touchscreen information, and changing Pen and Touch settings have no effect.

5. Only Microsoft updates, and there have been many; none of which seem to relate to Acer touchscreen drivers, but this could be the cause of the problem.

6. Windows 7 Home Premium with SP1

With respect to your suggestions:

I have been through all of your suggestions, including protracted and comprehensive interaction with Acer support, with no luck.

Although I have reinstalled the latest Acer driver for this monitor, it does NOT contain any USB settings or touchscreen information and therefore has nothing to do with the touchscreen capability of this monitor. This capability is provided through a separate touchscreen USB connection, with device information provided by Microsoft when it recognizes the connection.

And I believe this is where the problem lies - I have tried reinstalling the composite device drivers for this HID device and keep getting the CoolTouch information being installed incorrectly.

?????????

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Hi Edcarcal,

Sorry for delayed response, I appreciate your efforts to resolve this issue.

I suggest you to perform system restore and check if it helps with the touchscreen features starts working again on the Monitor.

System Restore

http://windows.microsoft.com/en-US/windows7/products/features/system-restore

System Restore disclaimer: When you use System Restore to restore the computer to a previous state, programs and updates that you installed are removed.

Hope this information helps, please reply with the status of the issue for further assistance.

We will be happy to assist.

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System Restore is not helpful as it only goes back two days. I have this problem since July and troubleshooting has continued since then.

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While I appreciate your efforts so far, I believe there is a root cause to this problem that will not be resolved by you or Acer continuing to suggest standard remedial procedures. Surely there is someone in your organization that is knowledgeable about these usb drivers and can shed some light on what is going on.

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Hi Edcarcal,
 
Thank you for replying with the status of the issue, sorry for delayed response.
 
Sorry to know that my previous response of System restore method did not help you resolve this issue. I really appreciate your continued efforts to resolve this issue.
 

I suggest you to install latest chipset and BIOS updates from the manufacturer website and check.

BIOS Disclaimer: Modifying BIOS/ complementary metal oxide semiconductor (CMOS) settings incorrectly can cause serious problems that may prevent your computer from booting properly. Microsoft cannot guarantee that any problems resulting from the configuring of BIOS/CMOS settings can be solved. Modifications of the settings are at your own risk. 

Drivers and Manuals

http://us.acer.com/ac/en/US/content/drivers

If you still have issues please get in touch with Acer support.

Acer Tech support

http://us.acer.com/ac/en/US/content/support

Hope this information helps, please reply with the status of the issue for further assistance, we will be happy to assist.

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There is no bios update for the monitor, and the computer bios is up to date. I have been through this issue twice with Acer support, and they have finally given up (at Level 2) telling me it is a Microsoft problem, not theirs. As far as drivers are concerned, this is a Windows 7 SP1 USB 2.0 computer - there is only a base monitor driver available from Acer, and the latest version is installed. If you refer to the Microsoft Compatibility Catalog, you will see there is only this monitor driver listed - nothing about the touchscreen USB driver. Looking at other posts, I see Microsoft have modified touchscreen USB drivers to correct Windows 8/8.1 issues, and I wonder if this process has caused the problem I am experiencing.

It does not seem possible for you or Acer support staff to focus on the root cause of this problem - while I appreciate your efforts, I must say your suggestions have not been helpful.

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Hello Edcarcal,

Thank you for replying with the status of the issue, sorry for delayed response.

I appreciate your continued efforts to resolve this issue.

First, I would want you to check is the feature (Download Device Drivers & Realistic Icons automatically) from advanced features in system properties is turned On.

This feature allows to download the automatic drivers updates and creates icons in system, in your case as it is showing the CoolTouch (TM) System device for HID Monitor.

To disable the Download Device Drivers & Realistic Icons automatically from system properties follow the steps below:

1. Right click on computer icon of desktop or the Start menu.

2. Select Properties (this opens the system properties window).

3. Under Hardware Tab click on Device installation settings.

4. Under device installation settings windows if you see Yes, do this automatically (recommended)

5. Choose No, Let me choose what to do

6. Click on Save changes.

This procedure will no longer download and install the automatic device drivers and Realistic icons to system.

Step 2: Uninstall HID drivers from device manager, follow the steps below to do so:

1. Press Start and type device manager in Start search box.

2. Select Device manager from the search result.

3. In the Device manager expand HID (Human Interface Devices) 

4. Right click on the touchscreen monitor device listed and click on Uninstall.

5. Now download the drivers from the manufacturer website save it to the computer and then try to install the actual Acer monitor drivers and check if the touch screen works now.

Hope this information helps, please reply for further assistance, we will be happy to assist.

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OK, tried all of that (have tried this before, as I mentioned). For whatever reason, the Acer inf file does not seem to include information about the touchscreen USB drivers. The driver download from them (Monitor_Acer_1.0_W7x86x64_W8x86x64) contains the driver inf file and an .hclx file (T232HL_HDMI_Win8 X86_Pass.hclx). Is this .hclx file responsible for installing the USB drivers? In any case, regardless of hardware settings (currently set to NOT install drivers from windows update), the wrong driver is being installed, and when I attempt to update the USB composite device driver manually, it wants to use an .inf file, and when I point it at Acer's .inf file, it says there is no information in that file about the HID Composite Device. I'm confused.

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It appears I have received a Christmas present - the Acer touchscreen has mysteriously started working again. I do note that the current touchscreen features are quite different from the originals, suggesting either Microsoft or Acer have rationalized the driver set, corrected the problem and that the drivers are now only supporting standard Microsoft features. I hope this touchscreen continues to work properly, and that whoever is behind the scene screwing with this software will be a bit more diligent in future. Thanks for your assistance.

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Last updated February 7, 2021 Views 7,701 Applies to: