touchpad doesnt work

[dutchwish]

my touchpad doesnt work, pointer doesnt respond and clicking doesnt work. when i connect a normal mouse to a usb port the mouse does work. i have reinstalled windows and installed the drive but it both dindnt work. when i tried to to do the hardware test in the menu that you get when you press f2 while booting up my pointer reappeard and i was able to use my touchpad. but when i went out of the menu and went to the desktop the mouse didnt work again.

does anybody have a idea to solve it? thanks for the responses in advance!

[Jeet_singh]

Hi @dutchwish,

Welcome to HP Forums, this is a great place to get support, find answers and tips, Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand the touchpad quits working, Don't worry I have a few suggestions to help you out 🙂

First, restart the computer and tap on F10 during restart, once on BIOS screen, move the mouse cursor around to check if it works normally,

If it does, it would confirm a software issue and you follow the below steps if it doesn't work on its a hardware failure and I would suggest a touchpad replacement.

I recommend you to uninstall any generic synaptic drivers showing up for the touchpad (if available) under hidden devices from the device manager:

* Click Start, point to All Programs, point to Accessories, and then click Command Prompt.

* At a command prompt, type the following command, and then press ENTER:  set devmgr_show_nonpresent_devices=1

* Type the following command a command prompt, and then press ENTER:  start devmgmt.msc

* Troubleshoot the devices and drivers in Device Manager. NOTE: Click Show hidden devices on the View menu in Device Manager before you can see devices that are not connected to the computer.

* When you finish troubleshooting, close Device Manager.

* Type exit at the command prompt.

Note that when you close the command prompt window, Window clears the devmgr_show_nonpresent_devices=1 variable that you set in step 2 and prevents ghosted devices from being displayed when you click Show hidden devices.

And then download a new version of the synaptic drivers using this link: Click here

I also need a few details to provide further assistance (if need be):

When was the time it worked (date)?

Did you install the updates from tthe official hp website?

What is your product number (click here for details on finding information)?

If you are able to reach some resolution, please click on Accept Solution to help others with similar issues.

If you appreciate my assistance, please click on the thumbs up icon.

Both icons are below this post.

Have a good day, Ahead.

Regards,

[dutchwish]

i have opened device manager and as you can see my touchpad doesnt come up whatsoever in the menuand if i unplug my mouse the mouse tab disappears all together

i have already installed the latest driver and update from the hp website (like i already said) and also like i said the touchpad cursor reappeared in the hardware test menu where it worked fine. aslo what do you excatly mean with troubleshooting? i couldent find that option in the device manager menu. my model btw is HP Stream Notebook - 11-d000nd (ENERGY STAR)

[Jeet_singh]

Hi @dutchwish,

Thank you for replying,

I'm afraid I'm not able to view the picture. so request you to send the image once again.

Regards,

[dutchwish]

[kyle_b · Accepted solution]

Reinstall the Intel Serial IO Driver without Connected Standby Support chipset driver as mentioned here.

[dutchwish]

thanks very much!!! you have no idea how big of a pain this was! again thank you so much!!!

[Jeet_singh]

Hi @dutchwish,

Thank you for the update,

I appreciate your time and efforts,

I'm glad you found the solution you were looking for.

Thanks for taking the time to let the community know about the solution

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉

Take care now and do have a fabulous week ahead. 🙂

Regards,