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KL131
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Mouse Synaptics Touchpad not loading on startup

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Hi, My laptop is not loading it's Symnaptics Mouse scroll settings on startup (windows 10, HP Laptop 15-bs1xx).  The only way I can fix the issue is to click on mouse settings, additional mouse options, click ok.  Then it works,  Very annoying to have to do this every time I start up my computer.  I had previously found an old driver fixed the issue.  But I am now having the same issue with the old and new driver. V19.5.35.15 and up.  I believe it started after windows updates around august.  Last time I tried fixing it crashed my whole laptop and I had to reset to factory.  Do not want to go there again.  I am usually pretty savvy on fixing my issues, but this one I can't fix.  I believe many others a having the same issues but no fix on HP or microsoft or online elsewhere

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Riddle_Decipher
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@KL131 Welcome to HP Community!

If you've reinstalled windows via the factory reset, and yet the issue persists, you may want to run a hardware test to identify if this is either a hardware or software issue using the below steps before we proceed further:

Install the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details

  • Hold the power button for at least five seconds to turn off the computer.
  • Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  • On the HP PC Hardware Diagnostics (UEFI) main menu, click Component Tests.
  • Click Touchpad Test.
  • Click Run once, or Loop until error.
  • While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

 

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

Riddle_Decipher
I am an HP Employee

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KL131
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Hi, I ran the HP diagnostics tool as you described, however the test does not run as you have suggested, the only available options are  = Mouse/Touchpad Tests - This consists of two tests, the Pointer Test and the Drag and Drop Test. To run the tests, click Mouse/Touchpad. Select the test you want to run, and then click Run once. These are more along the lines of manual tests and are not really testing the software issue (not automatically loading settings on startup ).  I did complete the 2 tests and there are no errors.  Many Thanks but the issue is still present.
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Riddle_Decipher
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@KL131 If the tests have passed, it confirms this isn't a hardware malfunction, now that we know this is a software issue, I suggest you create a new user account and check if that works, if not, reset windows using the steps mentioned here.

 

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

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