Jumping cursor HP ENVY x360 Convertible 15-bq1xx

[Shusta]

Hello together,

I have a problem with jumping cursor on my HP ENVY x360 Convertible 15-bq1xx. I investigate on this forum, and found a topic which was marked as "Solved". But the solution on last page simply does not exist anymore.

So please, give me an advice, how to continue with that issue, because I am about to complaint that NTB.

The topic is about that my cursor randomly jump to the right top corner, with no reason. I find a solution to just stop some Stylus/Pen driver, but from my point of view, that is not solution for a new notebook to stop some drivers to work properly.

Thank you for any response.

Martin

[MKazi]

@Shusta

Thank you for posting on HP Forums. 

I understand that you have an HP ENVY x360 Convertible 15-bq1xx series laptop and the cursor keeps randomly jumping all over the screen. Not to worry, I'll be glad to assist you with this case.

To assist you with accurate information I would require more information regarding this: 

• Did the issue start after an update or any changes to the laptop?
• Do you have an external USB mouse to connect and check if it works fine?

While you respond to that. I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Power off the laptop.
• Disconnected AC adapter from the laptop.
• Press and hold the power button for 15 seconds.
• Reconnect the AC adapter.
• Power ON the laptop.

The above steps will release any static from the laptop. Now let us uninstall the touchpad drivers and reinstall them by following the below steps:

• Open the device manager. 

• In Windows, search for and open Device Manager.

• Select Device Manager in the menu.
   

  Figure : Example image of Device Manager

  
• Expand "Mice and other pointing devices."
• Right click on the touchpad drivers in there and select uninstall.
• Close the device manager and restart the laptop.
• While restarting, Windows will install the touchpad driver automatically.

You may check how the cursor works now. If the cursor jumps again then let us run the hardware test on the touchpad by following the below steps:

• Shutdown the laptop.

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

• On the main menu, click Component Tests.

Figure : Selecting Component Tests from the main menu

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

Figure : Sample list of Component Tests

• Mouse/Touchpad Tests - There are two mouse tests to determine if the mouse is functioning correctly - the Pointer Test and the Drag and Drop Test.

  To run the tests, click Mouse/Touchpad. Select the test you want to run, and then click Run once. Follow the instructions to complete the test.
  NOTE: Please disconnect the external USB mouse (if connected) before you initiate this test.

Hope this information helps. Let me know the results of the test. 

I sincerely hope this fixes the issue. Keep me posted for further assistance.

Cheers! 

[Shusta]

Hello,

I tried all the steps above, but nothing helped. The cursor is still jumping.

Any other advice, how can I proceed?

Thank you for reply.

Shusta

[Jeet_singh]

@Shusta,

It looks like you were interacting with @kazi, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

As I understand you have followed the steps suggested and unfortunately nothing has helped to resolve this issue, don't worry as I have a few other steps which should help you resolve this issue.

Just wanted to know if you have tried to boot the computer into the Bios and check if the mouse cursor jumps? If the issue persists even in the Bios screen, then it's a possible hardware failure.

Alternatively, I would like to know If you have any Anti-virus program installed on your PC.

Boot the computer into the Bios screen and check if the mouse cursor jumps.

1. Turn off your computer
2. Make sure you have connected the power cable
3. Turn on your notebook, as it is starting press the  F10 button repeatedly

Once you are in the BIOS, if the mouse cursor jumps, it is likely a hardware failure. The next two steps may resolve the issue. The first one is to do a hard reset. I have included the document 'Performing a Hard Reset or Forced Reset'. The next and final step is to perform a BIOS update. I have included the information here for you 'Updating the BIOS' as well as updating the graphics card drivers from our HP Support website, using this link.

Sometimes, this issue could occurs when there is a virus or malware on your computer.

I would recommend you to run a complete scan on your computer and make sure there are no virus or malware. For malwares, you can also use malware bites and run that on your PC.

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me in further assisting you.

Eagerly waiting for your response!

Regards,

[Shusta]

Hello,

I tried everything, even BIOS update, there is still the same problem. The cursor is jumping to the exact same position in upper right corner.

It is very stressful to operate the computer like that.

Just for info, in BIOS, there is no cursor, so I can not track it.

On my computer there is ESET antivirus installed, updated, computer is safe and free.

This notebook is 2 months old, and this problem occure at the begining after the first start immediately.

I am about to throw it out of the window... (take it back to the shop, and get the refund).

Is there any chance to solve it, I have my personal data on it already, but if it will be necessary I will change this one for other. I like it, but I wont give it second chance.

Thank you for your answer, I am very frustrated right now.

Martin

[MKazi]

@Shusta

Thank you for your reply.

I understand the frustration. Therefore, have sent you a private message with the next course of action.

Hope that helps. Good luck!

[miken777]

I had a similar issue with my older HP Envy model - it had a very jumpy cursor which would sometimes go to the corner, as yours does.  I solved it by disassembling the computer down to the touchpad, and removing all grounding strips and pads from it, and those of the metal bar which connects the pad physically to the mouse button, in order to completely electrically isolate the touchpad, aside from its connectors.  After I did this, I had no more recurrences.  Hope it works for you.