HID sensor collection can not be recognized by Win10 1903

[RobinTseng]

My laptop upgrade to Win10 1903 few days ago. After system reboot, the screen rotate doesn't work anymore.

I checked device manager and found that HID sensor disappear and a unknown USB device appear.

I google a lot and found nothing can be the possible reason. Tried to reinstall driver, all driver on official website are either for 1803 or older version. Even consider do a clean reinstall os, but when I use HP cloud recovery to download file, end up with HASH check error. Do someone know how to fix this situation? Thanks a lot!

[Riddle_Decipher]

@RobinTseng Welcome to HP Community!

I recommend we start with performing a hardware test to identify any hardware malfunctions causing the HID sensor issue and proceed accordingly:

Install the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details

• Hold the power button for at least five seconds to turn off the computer.
• Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
• On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
• Click Extensive Test.
• Click Run once, or Loop until error.
• While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

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!

[RobinTseng]

Thanks for answer. but I run the tests you mentioned for almost 16 hours without seeing any error message at all...

[Riddle_Decipher]

@RobinTseng here's a few methods to resolve the issue, and I'm glad the tests have passed as that confirms this isn't a hardware malfunction:

Method 1:

This issue may occur due to outdated drivers. Please try the following steps and check if it helps:

1. Type Windows key + R for run command to appear.
2. Type devmgmt.msc and press Enter.
3. In Device Manager right click on HID sensor collection V2.
4. Click on Update driver software.
5. Follow the on-screen instructions.

Method 2:

If the issue still persists, I would suggest you to follow these steps and run the Hardware and devices troubleshooter:

a. Press Windows key + W to search Settings.

b. Type “Troubleshoot” without quotes and click on Troubleshooting in the results displayed on the left side of the screen.

c. In the new window, click Hardware and Sound.

d. In the list of options, click on Hardware and Devices.

e. Click Next and follow the on-screen instructions.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[RobinTseng]

Thanks for answering.

Method 1: No luck. It shows that the suitable driver has been installed. By the way. maybe I didn't described clearly. The device is now labeled as "unknown USB Device(Device Descriptor Request Failed)". I know it should be HID collection only because I remember before upgrade to win 10 1903, I have HID collection in my device manager, but now it's gone.

Method 2: Same. No luck. Troubleshooting says everything is working well in my system. Very ironic, don't you think so?😂

By the way, I also tried uninstall this device in device manager and then scan for hardware alter to let it detect and install driver by itself. But nothing changed. 

[Riddle_Decipher]

@RobinTseng I did some research and request you to perform the following steps:

• Please download and install the drivers for the touchpad from this link: click here to download
• Restart the laptop and then check the touch pads performance. Also, check in device manager if the yellow triangle has disappeared. 

If the issue persists then I suggest you to perform a Windows refresh (repair).

This will not delete any of your data. To perform a refresh please follow the below steps from this link: click here for steps (as the last resort, make sure to backup all your personal data before proceeding)

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[RobinTseng]

After days, I finally got time to do a clean install.

Then I use window update to upgrade to 1903, this time everything is okay.

If someone happen to have same problem with me better not to turn on Raedon setting's virtual super resolution, it might mess up your HID sensor driver.