04-10-2017 06:45 PM
I have hp envy x360 , my mouse pad is suddenly not working
I tried everything from making updates, reset the laptop but still not working
can you help me please
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04-11-2017 12:35 PM
Welcome to HP Support Forums. 🙂 I came across your post and would like to help.
I understand that you have an HP Envy X360 laptop and the touchpad stopped working. You have performed updates on the laptop and even reset the laptop and the issue persists. I appreciate the steps you have performed and have certainly done a good job.
I would like to know the following information to assist you better:
- The exact product model no. This link will help you to find the model no: http://hp.care/2bygf7l
- Does an external mouse work (if available)?
- Did any software or hardware changes take place on your laptop after which this issue may have started?
Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: (Alternately, you may go through this step by step troubleshooter guide)
- On some touchpads you can turn the TouchPad on or off by double tapping in the upper-left corner of the TouchPad. Double tap to turn the TouchPad on, repeat to turn the TouchPad off.
Figure : TouchPad On/Off Switch
- Perform a hard reset by following the steps in the HP document Performing a Hard Reset or Forced Reset. A hard reset clears the driver instructions. Your computer rereads all instructions from the drivers and software stored in the Operating System which can solve some problems.
Be sure you have the latest drivers for your TouchPad. Use the following steps to install the latest drivers.
Go to the HP Drivers and Downloads web page. Enter your computer model number and then click Go.
Select your computer model from the list of results.
Select your operating system from the drop down menu and then click Next.
Scroll down to select the driver category Driver - Keyboard, Mouse and Input Devices.
Click Download next to the appropriate TouchPad or ClickPad driver. The file downloads to your Downloads folder
Open your Downloads folder and double-click to install the latest driver. Follow on-screen instructions to complete the installation.
Return the computer to a software configuration when the TouchPad was working by restoring the system to a time when the touchpad was working correctly. For more information go to Using Microsoft System Restore (Windows 10 and 😎.
Updating the driver through Windows Update:
In Windows, search for and open Settings, then click Update & security.
Click Update & security.
Figure : Settings
- Click Check for updates.
Figure : Update & security
- Windows Update checks for recent updates.
Figure : Checking for updates
- The available updates are displayed and installed automatically.
Figure : Updates
- Please restart the laptop post the above step.
If the issue still persists then you may run the hardware diagnostics on the touchpad by referring to the steps from "Running the UEFI Component Tests" from this link.
I hope this information helps. Please feel free to let me how it goes. Cheers!
04-12-2017 12:56 PM
Please download and run the touchpad drivers if you still haven't. I was able to pull the exact drivers because of the model no. you provided.
Please restart the laptop after installing the drivers. If the touchpad continues to not work then let us run a hardware test on the touchpad by following the below steps:
Hold the power button for at least five seconds to turn off the computer.
Turn on the computer and immediately press the F2 key repeatedly, about once every second.
The HP PC Hardware Diagnostics (UEFI) main menu is displayed.
- Select Component tests.
- Please initiate a test on Mouse/Touchpad - There are 2 mouse tests to determine if the mouse is functioning correctly - the Pointer Test and the Drag and Drop Test. Click Mouse/Touchpad, then select the test you want to run and follow the instructions.
If the test fails then it would be a hardware failure and you may reach out to our HP phone support to explore the hardware service options
If the test passes then please initiate a system refresh (repair). Though the steps are for Win8, they will work for Win10 too.
I hope this helps. Please let me know. Good luck! 🙂