HP Spectre X360 2019 - Synaptic Driver problems - Lost scrolling

[RoninHunter]

Hi,

A number of times now I have suddenly lost the ability to scroll using the trackpad, when I launch the Synaptics program I get an error message about Could not connect to the Synaptics Driver.

Uninstall and reinstall the drivers brings the function back but this has happened twice so far in the space of a week.  Not good sicne I've only just received the laptop

[sandytechy20]

@RoninHunter

Welcome to HP support community.

Install BIOS, Chipset and I/O drivers using HP support assistance.

Refer this HP document for the steps to use HPSA:- Click here

If the issue persists, backup date and create a new user account to check if it works.

1. Select Settings.
2. Tap Accounts.
3. Select Family & other users.
4. Tap "Add someone else to this PC."
5. Select "I don't have this person's sign-in information."
6. Select "Add a user without a Microsoft account."
7. Enter a username, type the account's password twice, enter a clue and select Next.

If nothing works, try an alternate/external mouse and check if that works

Let me know if that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[RoninHunter]

Yes a different account gets the same problem and an external mouse works fine plugged in

[sandytechy20]

@RoninHunter

Welcome to HP support community.

Run a component test on touchpad to check for any hardware failures.

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

3. On the main menu, click Component Tests. Figure : Selecting Component Tests from the main menu

4. The Component Tests menu displays. Your Component Tests menu might be different, depending on the components installed on your computer. 

5.  Select touchpad from the list and run the test.

Let me the outcome.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[RoninHunter]

Tests came back normal,

The mouse works fine when I switch the drivers to HID-compliant Mouse from Device Manager so it's clearly the Synaptic Driver causing the problem

[zoron123]

Try and Install a generic drvr and see if that  solves you problem.

[RoninHunter]

I already have as per my previous post, the HID-Compliant Mouse driver works fine

[sandytechy20]

@RoninHunter

Perform system reset in your computer.

Refer this HP document for the steps to reset the computer:- Click here

That should help.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[RoninHunter]

I've tried that already and it didn't help. This is clearly a driver issue 

[sandytechy20]

@RoninHunter

 
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  

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.