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Student
Posts: 1
Member Since: ‎12-03-2017
Message 1 of 2 (48 Views)

Mouse touch keypad not working

Product Name: HP 15 notebook PC
Operating System: Microsoft Windows 8.1 (64-bit)
Unable to use mouse keypad, please give solution for rectify issue
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HP Support Agent
Posts: 7,337
Member Since: ‎08-10-2016
Message 2 of 2 (28 Views)

Re: Mouse touch keypad not working

Hi @nicknamerohi,

 

Good Day.  Thank you for posting your query in the HP community.  I read the post regarding issues with the keyboard and touchpad of the notebook. I will be delighted to assist you here. Smiley Happy

Superb description and commendable diagnosis of the issue before posting. Kudos to you for that. Smiley Happy

For better clarity and to assist you better I would require more information regarding this:

  • Did this happen after a recent Software or Windows update?
  • Was anything spilled on the keyboard and touchpad area?
  • Did you run diagnostics on the keyboard and touchpad?
  • Please let me know the complete model# and product# of the computer to assist you better.

For now, try these steps:

  • Connect an external USB keyboard and mouse and check if it works correctly.
  • If they work correctly, then the computer may have a hardware issue.
  • To isolate the issue further please run diagnostics on the keyboard and mouse to ensure that the hardware is fully functional.
  • Link: http://hp.care/2uoegKc  to run diagnostics. Run the keyboard and touchpad diagnostics under the “Component Tests” option.

If diagnostics pass, then uninstall and reinstall the keyboard and touchpad drivers from device manager.

  • Right-Click on start button> click device manager> expand keyboards>then select the keyboard driver that is listed and right-click on it and uninstall the drivers.
  • Then restart the computer and check if the issue gets fixed.
  • Right-Click on start button> click device manager> expand>mice and other pointing devices>Right Click on the touchpad and mouse drivers and uninstall them one at a time.
  • Then restart the computer and check if the issue gets fixed.

If it still continues, then perform a refresh of Windows 8.1 which reinstalls windows without causing data loss if the correct options are selected. Link: http://hp.care/2fEutpt for doing it.

If diagnostics fail, then contact HP phone support to get the computer serviced.

 

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

  • Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
  • Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
  • Once completed click the 'Show Options' icon on the bottom right.
  • Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

 

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient. Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. Smiley Happy

 

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as Accepted Solution as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. Smiley Happy

Cheers!

DavidSMP
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation