ENVY x360 laptop keyboard and touchpad don't respond after boot

[6StringJazzer1]

In Windows this laptop's keyboard and touchpad do not respond after boot into Windows.

I have tried the power-on HP PC Hardware Diagnostics UEFI (as described in this this thread) and both devices performed perfectly. However, when completing the boot into Windows (immediately signs into user because there is only one user set up and no password) they both become completely unresponsive. Pressing Caps Lock does not light the light on that key; the cursor does not respond to touchpad drags or clicks.

Device Manager says latest drivers are installed.

External USB keyboard and mouse work fine.

This is a laptop with a tablet mode, and tablet mode is OFF. Touchscreen works fine.

Warranty Expired July 2017.

Sys Inf:

Product Name: HP ENVY x360 m6 Convertible

Product Number: M1V66UA#ABA

BIOS: F.23-08/12/2016

[6StringJazzer1]

This reply is now overtaken by events. Please skip ahead to subsequent replies.

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Update: Having exhausted efforts, I decided to try a system restore. I tried a restore keeping files, then tried a total restore. Both failed. It is beyond me how a total system restore can fail unless there is a serous hardware problem. 

Now it will not boot to Windows. It asks me to identify the keyboard type, then goes to recovery options. None of which complete successfully.

I have a WIM file but there does not seem to be a way to attach it here, and I do not know how to export the content. A good portion of it looks like binary data.

[6StringJazzer1]

Update: I reinstalled Windows successfully from a fresh Windows bootable USB. Everything went great. Keyboard and touchpad worked perfectly. After I had everything set up, I shut down the computer. Next time I started it and logged into the user, the keyboard stopped working, although the touchpad continues to work.

Time for another brand of computer?

[6StringJazzer1]

When the computer first powers on, the light on the Caps Lock key responds. It continues to respond as the HP logo appears. As soon as Windows starts to come up, indicated by the little group of dots chasing themselves in a circle, the light stops responding, indicating that Windows is ignoring the keyboard. The keyboard never comes back.

If I boot into a BIOS menu or boot device menu instead of Windows, the keyboard continues to be responsive.

[Jeet_singh]

Hi @6StringJazzer1,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues with the keyboard and touchpad not working beyond restart on your HP Envy notebook. Don't worry as I have a few suggestions which should help you resolve this issue.

Splendid effort and fabulous description of the issue before posting. Kudos to you on that score. You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any software or hardware changes on the PC before the issue started?

Did it happen after a recent software update?

Have you tried to update the drivers?

In the meantime, let's try these steps here: 

Perform a Hard reset on the notebook: 

Many startup errors and other problems can be resolved by decreasing the amount of power stored in hardware components. Decreasing stored power is sometimes referred to as a "Hard Reset". Use the following steps to perform a hard reset on a computer:

1. If Windows is open, click Start and then Shutdown.

   If Windows is not open and the computer has power, press and hold the power button on the computer until the computer shuts off.

2. With the power off, disconnect the power cord from the back of the computer.

3. With the power off and the power cord disconnected, press the power button on the computer for 5 seconds. The power light indicator on or near the power button might turn on briefly but then go out.

4. Reconnect the power cord and turn on the power.

First, restart the computer and tap on F10 during restart, once on BIOS screen, move the mouse cursor around to check if it works normally, 

If it does, it would confirm a software issue and you follow the below steps if it doesn't work on its a hardware failure and I would suggest a touchpad replacement. 

Let's start off by updating the Bios and Chipset drivers, Keyboard and Mouse drivers on your PC from our HP support website, using this link.

I recommend you to uninstall any generic synaptic drivers showing up for the touchpad (if available) under hidden devices from the device manager: 

• Click Start, point to All Programs, point to Accessories, and then click Command Prompt. 

• At a command prompt, type the following command , and then press ENTER: 

set devmgr_show_nonpresent_devices=1 

• Type the following command a command prompt, and then press ENTER: 

start devmgmt.msc 

• Troubleshoot the devices and drivers in Device Manager. 
  NOTE: Click Show hidden devices on the View menu in Device Manager before you can see devices that are not connected to the computer. 

• When you finish troubleshooting, close Device Manager. 

• Type exit at the command prompt. 
   
  Note that when you close the command prompt window, Window clears the devmgr_show_nonpresent_devices=1 variable that you set in step 2 and prevents ghosted devices from being displayed when you click Show hidden devices. 

And then download a new version of the synaptic drivers using this link: Click here  

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[6StringJazzer1]

Splendid effort and fabulous description of the issue before posting.

Thanks. I am a software development manager and value precise problem descriptions.

Have you recently made any software or hardware changes on the PC before the issue started?

No. 

Did it happen after a recent software update?

There have been no software updates since the machine was first put into service, other than automated updates for Microsoft Office Pro 2016.

Have you tried to update the drivers?

Yes. Windows says that drivers are up to date.

Perform a Hard reset on the notebook: 

I tried this earlier based on advice in similar threads and it did not work. However, I have done it again just now, and the keyboard and touchpad became active.

First, restart the computer and tap on F10 during restart, once on BIOS screen, move the mouse cursor around to check if it works normally
As mentioned above, I performed a test at this point and both keyboard and touchpad passed the test. The only time they stop working is once the machine boots into Windows, so I would rule out hardware failure for those components. However, there does seem to be some hiccup between HP's hardware architecture and Windows. 

Let's start off by updating the Bios and Chipset drivers, Keyboard and Mouse drivers on your PC from our HP support website, using this link.

I reviewed the driver downloads available under Driver-Chipset and there are two that seem to be relevant. One is the chipset drivers, which I applied (even though it is over two years old and unlikely to be later than what's installed). When trying to apply the chipset update it ended in an error. The log file includes:

Error 0x80070652: Filaed to execute MSI package.

The second is the firmware update; during the update I got a message that the existing version is the same or newer than the download so it cancelled.

I applied the BIOS update (there were two so I selected the later one.) The BIOS update requires a restart, which I did. During shutdown, I got the Windows message "working on updates". The machine restarted and applied the BIOS update. It restarted again, Windows took over and showed it was "working on updates", then it completed its boot to Windows. 

At this point the keyboard and touchpad were still responsive. Yay.

I reviewed subsequent instructions also. The touchpad driver is not generic.  The Synaptics link you provided does not provide drivers, only a statement to use OEM drivers and not generic drivers. The current driver is Synaptics driver 19.3.31.31 dated 8/16/2017. However, the HP site has a driver that is Rev A of this driver dated just a few days later. (At 181MB it is stunningly large for a touchpad driver.) I applied this. It required a restart. Device Manager still does not match the download site for the date, but it seems to work.

• Troubleshoot the devices and drivers in Device Manager. 

• I followed these steps but not sure what you mean about troubleshooting. There were no device problems shown, so there wasn't anything to troubleshoot.

At this time the keyboard and touchpad are still functional, so maybe the problem is solved. I will return in a day or two to confirm.

Thank you for your response and your help.

By the way I have seen similar problems in other threads for many HP laptops. I am surprised this problem is still so prevalent.

[Jeet_singh]

Hi @6StringJazzer1,

Thank you for the update,
I appreciate your time and efforts, 

I'm glad to hear you found the solution you were looking for.
Thanks for taking the time to let the community know about the solution

Please keep the PC under observation and check how it performs.

If you come across any issues, please don't hesitate to reach out to us.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉 

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.
And mark my post as Accepted Solution to help others find a similar solution as you have.

Take care now and do have a fabulous week ahead. 🙂
Regards,

[Bitterblood]

I suffered through this same issue and after multiple reinstalls I found out what the issue was; it turns out that the Intel Integrated Sensor Solution was the culprit.   If you go into Device Manager>System Storage and disable Intel Integrated Sensor Solution it should fix the issue after a restart.

[Lovi001]

Hi

This was the simplest yet most effective solution. It worked for me so easily. Good  job and thank you.

[ogaga26]

how to do this same solution on Linux mint ??? kindly help