I cannot use the keyboard and Touch Pad at the same time

[virtualgorilla]

Product ID: 7CE67AV

I am unable to move my pointer via the TouchPad whilst clicking and holding onto a key from the keyboard. I've tried:

1. Click Start

2. Type 'Synaptics TouchPad'

3. Open 'Synaptics TouchPad' 

4. Highlight 'Synaptics TouchPad V1.1 on SMB Port'

5. Click 'Settings' 

6. Under 'Pointing', double click 'Smart Sense'

Now, the only changes I'm able to make is by lowering 'Pointing disabled time after keystroke' to the minimum. However, this only solves my problem by allowing me to move the pointer for about one second before it locks and I'm again unable to move it while holding onto a key. None of the other options on this menu change anything besides what I've just described which still doesn't fully solve my problem. Any assistance that anyone can provide will be greatly appreciated! If it helps to know, this is a brand new laptop that I am using.

[Riddle_Decipher]

@virtualgorilla Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support and we appreciate your patience.

Go to the Control Panel (large icon view) then > click Mouse > Device Settings tab > Settings.

Under the Synaptics Settings, go to Pointing > Sensitivity > Palmcheck and set the palm sensitivity to the minimum and test the game.

If the issue persists, update bios and chipset drivers from the below link and test:

click here to access the website.

 
If that doesn't help, try the below steps:

• Turning off Smart Sense is not enough. I had to also make a Registry change.
• Go to the key HKEY_LOCAL_MACHINE\SOFTWARE\Synaptics\SynTP\Defaults
• Change the value of the first 3 string entries of PalmKms to 0.

 I recommend creating a backup of your registry, if you not comfortable making changes
Also, You may reinstall the keyboard and mouse drivers and check if that brings back the panel.

P.S: Welcome to HP Community 😉

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, 

have a good day, ahead.