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HP Recommended
HP Pavilion x360 14-cd1004na
Microsoft Windows 11

Hiya,

My keyboard and mouse pad has completely stopped working out of the blue. The mouse no longer appears on the screen, and no elements of the keyboard work. I've ran a device diagnostic and it came up saying that there was a driver error and it carried out a fix. I reset my laptop as it advised but it didn't make a difference. I then did a components test and both failed and I'm not sure what to do now.

I desperately need a fix option as I use it for university and have an assignment due. 

 

Thanks for advance 

1 REPLY 1
HP Recommended

Hi @Jess396,

 

Welcome to HP Support Community.


Thank you for posting your query, I will be glad to help you.

 

It seems like you've already taken some initial steps to troubleshoot the issue. Since the device diagnostic pointed to a driver error and attempted a fix without success, and the components test failed, you may need to take additional steps to resolve the problem. Here are some suggestions.

 

  1. Update Drivers:

    • Go to the HP official website for your laptop model.
    • Find the drivers section and download the latest drivers for your keyboard and touchpad.
    • Install the updated drivers and restart your laptop.
  2. Check for Windows Updates:

    • Ensure that your Windows operating system is up to date. Sometimes, Windows updates include fixes for various hardware issues.
  3. Device Manager:

    • Open the Device Manager on your laptop.
    • Locate the keyboard and touchpad devices.
    • Right-click on each and choose "Update driver."
  4. System Restore:

    • If the issue started recently, you can try using System Restore to revert your system to a point before the problem occurred.
    • Search for "System Restore" in the Windows search bar, and follow the on-screen instructions to restore your system to a previous state.
  5. BIOS/UEFI Update:

    • Check if there's a BIOS/UEFI update available for your laptop on the HP website. Sometimes, firmware updates can resolve hardware-related issues.
  6. External Keyboard and Mouse:

    • If possible, try connecting an external USB keyboard and mouse to see if they work. This can help determine if the issue is specific to the built-in keyboard and touchpad.
  7. Perform a System File Check (SFC):

    • Open a Command Prompt as an administrator.
    • Type sfc /scannow and press Enter. This will scan and attempt to repair corrupted system files.
  8. Check for Malware:

    • Perform a full system scan with a reliable antivirus or antimalware program to ensure that malware is not causing the issue.

 

Remember to back up important data before making significant changes to your system.

 

I hope this helps.

 

Take care and have a good day.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Alden4
HP Support 

Raj_05
HP Support Community Moderator
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