This troubleshooting page will help you diagnose problems with your HP 15-r137wm TouchSmart device.
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You are having difficulty powering on the device or the device is completely unresponsive
Ensure that the charging cable and AC adapter are plugged into both the laptop and a functioning outlet. A led light will flash on, signaling that the laptop is now receiving power. Leave device to fully charge for two hours.
If the device will not power on after fully charging the battery ensure that the device’s battery is properly inserted in the locked position.
If the device will not power on after fully charging a properly inserted battery then the battery may be faulty and needs to be replaced. For help replacing the battery please read our replacement guide.
You are having trouble interacting with the user interface on the touchscreen or the touchscreen is unresponsive
Ensure that the device has touchscreen enabled, you can check this by pressing the __ button at the top of the keyboard.
If the device’s touchscreen is enabled yet still unresponsive then the touchscreen may be faulty and needs to be replaced. For help replacing the device’s screen, please read our replacement guide.
You are having trouble hearing audio through the built-in speakers or headphones
Make sure that the volume icon has speakers turned up to 100%. Also, make sure that the volume is not muted. You can check this by pressing the f6 button on the top of the keyboard.
If the audio is not coming out of the speakers or headphones, the audio driver may be faulty. Try restarting the computer. If this fails, download an approved and safe driver update and then restart the computer. This may fix the problem. If the issue persists, click on this guide to replace them. If only audio is coming out of the built-in speakers and not your headphones, then the headphones are faulty.
Device feels hot to the touch
Make sure the device’s vents are not blocked to endure proper ventilation. Placing the device on a flat, solid surface away from any solid objects which could obstruct the airflow is ideal.
Dust accumulation in the vents and fan could lead to the device overheating. Try cleaning the vent and fan with compressed air, which can be found at any office supply store. Take caution in spraying the components because too much pressure could disrupt other components and cause further damage to the device.
The fan and cooling components could be malfunctioning or broken. The safest option is to replace the fan, which is found in many laptops. Here is a guide on how to fix the cooling fan in this device.
You are having trouble with the trackpad being unresponsive
The device has a way to turn on and off the trackpad. To check whether it is on or off simply double tap the top left-hand corner of the trackpad.
If you do not have the correct updated driver for the trackpad then it will not work. To update this driver, go to “HP Customer Support Software and Driver Downloads” website and enter your computer model number. Select your computer from the list and its operating system then click “next”. Scroll down till you find the driver category for “driver - keyboard, mouse and input devices” and click “download. Lastly simply open the files downloaded and follow the steps it says.
You are having trouble trying to use the device but nothing seems to be happening
When the operating system of the laptop is not up to date, the system then become slower than normal or sometimes even unresponsive. By updating Windows, it should speed up the system. To update, type into Windows “update Windows” and then open and click “install now”.
Viruses can drastically slow down a laptop and make it very slow. By browsing the web and opening suspicious emails, you can get these viruses. To get rid of the viruses, simply open up the devices antivirus software and run.
The device’s battery has trouble charging or holding a charge
Ensure that the connections between the device and the charging cable are secure. The cable may not be plugged into the wall socket all the way or the charging cable may not be plugged into the device entirely. Connection between the power adapter and the charging cable may also be weak.
If the device is plugged into a power source and the battery remains uncharged then the cable may be faulty. Check the cable for any tears or bends and read our repair guide if the cable is damaged. If the cable appears to be fine then the AC adapter may be faulty and needs to be replaced. Please read our replacement guide for assistance.
Having a faulty battery means that it would not charge. This can come simply overtime as the device gets older and the use of it is a lot. To fix this issue you will need to replace the battery pack. To do this turn the laptop over and you will see the battery on the back of it. Push the two battery release switches in then pull battery out. Replace with new one. Here is the guide for how to replace your faulty battery.
