Elan touchpad works in test then fails

[John4438]

I had to replace the palmrest on a computer i am repairing because the hinges had been ripped fron the supports in the palmrest.

I replaced it with a matching HP part number.

After initial installation the touchpad worked perfectly.  I loaded the HP updates using HP Support Assistant. Including a BIOS update.

The touchpad no longer works.

If i shut down and do a hard reset, then enter the component tests, the touchpad passes multiple times.

After I restart the computer and log in, the touchpad will not operate,  The device manager see an Elan Touchpad with driver 21.2.27.1 dated 8/30/2019. 

i followed some online advice to remove the touchpad from the Device manager and restarted.  The touchpad comes back in device manager but will not work.  

If I shutdown, restarrt and use F2 to do component tests, the touchpad fails.

If I do a hard reset and go to component tests the touchpad passes.  Restart the computer and go into Windows and it fails again.  It is almost as if the BIOS turns it off when invoked.  A hard reset makes it work again but only in component tesing.

Anyone have an idea that I may not have tried?

[praveen196]

@John4438 Welcome to HP Community!

I understand that the elan touchpad is not working.

Please perform the below steps and check.

1. Press Windows Key + X to open Win + X menu and select Control Panel from the list. 

2. When Control Panel opens, go to Hardware and Sound section and select Mouse. 

3. When Mouse settings window opens, you should see ELAN or Device Settings tab. Switch to it. 

4. Locate Disable internal pointing device when external USB pointing device is attached option and enable it. 

5. Click Apply and OK to save changes. 

If that doesn't work or isn't available, a registry edit should be the solution for us, I'd personally suggest a registry backup by clicking on file and export before performing the below steps, to be on a safer side: 

1. Open Registry Editor and go to HKEY_CURRENT_USER/Software/Elantech/Othersetting/DisableWhenDetectUSBMousekey in the left pane. 

2. Change the value from 0 to 1 and close Registry Editor. 

• After making those changes your touchpad will now be disabled every time you connect a mouse to your laptop. As you can see, even though this option isn’t available, you can still enable it by following these steps. We have to mention that this solution applies only if you’re using ELAN touchpad. 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[John4438]

1. When is use Win + X the control Panel is not available in the listl

I search for Contro lPanel and entered that way,

When I select mouse, I do not have an Elan Tab.

Tabs are Buttons - Pointers - Pointer options - Wheel - Hardware

The hardware tah shows the Elan touchpad but nothing to change.

Used the Registry option.  I did what was requested to the DisableWhenUSBMousekey.

I did what was requested even though disabling the mouse key was not what I was attemting, activating the touchpad was.  But there was no change.  Restarted still no change.  Reset the registry to its original condition.  Still cannot use the touchpad or click buttons

[praveen196]

@John4438

I understand your concerns.

In that case, I would suggets you perform the system reset.

Windows 10 has a reset feature that repairs your computer by reinstalling the operating system. This feature is recommended for recovery because it reinstalls Windows 10 while either preserving your personal data and customizations or removing all your personal data.

You have a choice of two methods to reset your computer.

• If Windows 10 loads correctly, see the section titled Perform a Windows 10 system reset in Windows in this document.

• If Windows 10 does not start correctly, see the section titled Perform a Windows 10 system reset through Windows Recovery Environment in this document.

Have  a nice day!!

[John4438]

I did perform a sytem reset.  Even before I posted.

After reset i Dir Esc-F2 to enter component test and Touchpad passes.

After windows loads, the touchpad fails.

After restart I did Esc-F2 and component test fails.

Hard reset'

Esc-F2 Touchpad passes. restart widows and touchpad fails even though it id shown in device manager

[praveen196]

@John4438

I understand your concerns.

In that case, I would suggets you contact our phone support and check for the support option. They will help you.

Or you can contact the local service center for repair.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a great day!

[John4438 · Accepted solution]

Found another online hint on the forum.

Perform a hard reset.

BIOS default:

Turn off the computer and wait five seconds.
Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
Press F10 to Save and Exit.
Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
Follow the prompts to restart your computer.
Next, uninstall Touchpad device from device manager.

Use shortcut keys Win + X on Windows 10.
Select Device Manager.
Expand the entry. Right-click the Mice and other pointing device and select Uninstall device. (all the listed option under Mice and another pointing device)
You may need to check the option Delete the driver software for this device, and then click the Uninstall button.
Reboot the computer.

This worked

[praveen196]

@John4438

Thank you for the update.

We are happy to hear that issue is resolved.

In the future, if you have any other concerns. Please get back to us. We will assist you.

Have a nice day!!