Very disappointed in quality: trackpad failure in new Omen 14-fb1013dx

[madtownguy]

I purchased an expensive 14" Omen laptop for my daughter to use at school. Almost immediately after purchase (but too late to return) the touchpad failed with a Code 10 error as pictured. This is the same problem as this older post for a different model of the Omen.

After typical troubleshooting (similar to the suggestions in the older post) it was not fixed. We took the laptop in for warranty service and they tinkered a bit and it started working. Upon bringing it home, after a few hours it failed again. 

I'm a long time Windows user and have fairly deep expertise in working with computers and spent significant time investigating the problem and am writing this post to 1) complain about the poor quality; and 2) offer a potential workaround.

I noticed that a full HP system restore from USB always fixed the problem. However that fix lasted only until the next update or software install. After much investigation, I have come to the workaround described below which has now been working for a couple days.

However A WORKAROUND is not a reasonable response to trackpad failure on new laptops. Despite this apparently being a software problem, that does not absolve HP of fixing it. A typical user will not be able to perform the below steps and even if they can, asking them to do so is ridiculous.

That this has been occurring for at least a year for numerous people is unacceptable. It is easily reproducible so there's no excuse for HP tech support / R&D not to investigate and address the root cause.

I am very disappointed in the quality. A very expensive laptop should not have this problem and HP should have addressed the problems long ago. I will be cautious about looking at HP products in the future. My Lenovo has been dropped and bent and beaten up for several years and continues to chug a long. Get your act together HP.

HP Omen Touchpad Fix (SYNA3515 / I2C HID Code 10) — Confirmed Working

If your HP Omen touchpad disappears, shows Code 10, or dies after sleep, this is what actually fixed it:

1. Reset the touchpad device

• Open Device Manager → Human Interface Devices

• Find the I2C HID Device associated with the touchpad (VEN_SYN / SYNA3515)

• Uninstall it

• Reboot to force a clean ACPI/HID/I2C re‑enumeration

2. Stop the I2C controllers from being power‑gated

• In Device Manager → System Devices

• Open each Intel Serial IO I2C Controller

• Go to Power Management

• Uncheck “Allow the computer to turn off this device to save power”

3. Disable deep power management for the touchpad

Add this registry value:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\ACPI\SYNA3515\...\Device Parameters
EnhancedPowerManagementEnabled = 0  (DWORD)

This prevents the touchpad firmware from getting stuck in a deep sleep state (D3cold).

4. Root cause (for anyone curious)

This turned out not to be a driver issue. The real problem was a power‑state wake failure: the touchpad firmware sometimes fails to wake from deep sleep, causing Code 10 and even BIOS‑level detection failures. The steps above prevent the device from entering that problematic state and force a clean re‑init.

[madtownguy]

Update as of today: the trackpad has failed again upon a windows update. No amount of removing the device makes it reappear.

[Deep_World]

Hi @madtownguy,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

Thank you for taking the time to share such a detailed account of your experience. We truly appreciate the advanced level of troubleshooting and investigation you have already performed, as well as the effort you took to document the behavior and potential root cause.

We understand how disappointing this situation is, especially given that the device is relatively new and intended for academic use.

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World

[OmenNoMore]

I am having the same issue and I am beyond frustrated with HP.  I sent this laptop for repair about 7-8 months ago after I had the laptop for only 9 months.  HP kept the laptop for several weeks for repair and sent it back  saying that it was repaired - well, it wasn't!  The laptop went back for another round of repairs and this time I think they changed the motherboard.  Well 7-8 months later, the issue is back - the trackpad is not working!

And I cannot contact HP!!! Customer Support Number puts me in an infinite loop of prompts.

Can I please have someone from HP contact me about this issue?