troubleshooting Question

Why is the new HP Spectre Laptop triggering different fucntions on its own?

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Pkafkas asked on
Laptops NotebooksWindows 10Anti-Virus Apps
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Something very strange is appearing on a new HP Spectre Laptop at my work.  The problem, is laptop specific and I have never seen this before.  It seems almost as if someone else is remoting into the laptop itself and is taking control of it by clicking on different programs.

I did run several virus scans and with multiple vendors (Forticlient andf Hitman Pro) and no malware could be found.  I should probably add that this laptop is only 1 week old. The laptop itself could be screwed up and then should just simply be returned.  I wanted to get other experts opinions on what I should check before we return this laptop.

At my work a brand new HP Spectre Laptop was purchased .  It appears to be pretty powerful and it has a touch-screen with high resolution (i7 processors and 16 GB RAM).  It appears as if the mouse track-pad is so sensitive that just by scrolling across the screen it is activating other functions or just freezing on you.  That is right it does both freeze and become too sensitive.  Also the problem is intenittent, so it does not happen all of the time.

When the mouse function freezes it appears to malfunction and then all of the sudden the mouse function executes all of the stored up actions, that were previously ignored right away one after another to catch up.

Then when the mouse feature is too sensitive, it triggers things that one does not actually trigger.  For example, If I am internet browsing and I scroll to the mouse pointer, to the top of the web page to enter a different web address all of the sudden the current web page text file enlarges 500% and it looks out of proportion to the page. I have to scroll over and up and down to view the web page.

Another example, if I am in an application and I am typing something into a text field, another application becomes active and I have to manually click in the original text field to continue working.  It behaves this way a lot.  The laptop is not reliably usable.

Here are the events that have taken place when I received the laptop.

1.  It was purchased for work purposes; but the user (owner of company) purchased Windows 10 Home edition.
        a.  I informed the user for the laptop required Windows 10 Professional.  
        b.  He then purchased Windows 10 Pro and had Best buy install/upgrade it.

2.  I received the laptop and connected to our guest wifi and un-installed the AV software that came with it (Web Roots, perhaps ... I do not remember the name).  I then installed Forticlient AV and VPN (we use this for work).

3.  I ran a full scan after installing Forticlient and no viruses were found.
        a.  I then then succesfully installed all of the remaining Windows updates.

4.  I then joined the Work Active Directory Domain and began installing work (specific) software that other work laptops also have installed as well.
        a.  I got everything installed and working.
        b.  Our executives just use their laptops to be able to remote in from home or remote into a Citrix connection wile at work through a web portal.
        c.  I do recall mapping network drives was not always working correctly; but, that was not a big deal for the laptop's purposes.  The applications worked fine because they did not require mapped drives.
        d.  When the user logged on via Citrix, the mapped drives were all there.

5.  After these mouse click problems became present, I re-ran Virus scan and used a secondary tool (Hitman Pro) and not malware showed up.


These malfunctions show up when one is working on the local side of the laptop or on the remote side (Citrix ICA connection).  No other device/Server/PC has these problems.  Is the laptop screwy or what else should I check before we return this to Best Buy for a refund?
ASKER CERTIFIED SOLUTION
PkafkasNetwork Engineer

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