Keyboard and TouchPad stopped working after Windows 10 update

[flavs]

Keyboard and TouchPad stopped working after upgrading to windows 10 build 16229.

I tried the whole sequence on the HP Troubleshooting Guide for both Keyboard and TouchPad and nothing solved the problem on Windows.

Both work in the HP Hardware Diagnostics UEFI and BIOS, but once Windows loads the cursor never shows up and both keyboard and touchpad stop working.

Any help is appreciated!

[Raj1788]

@flavs,

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂

I understand that the keyboard and the mouse are not functioning.

Don't worry I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did you try to use an external mouse?

Follow the below steps to fix the issue with the touchpad.

First, restart the computer and tap on F10 during restart, once on BIOS screen, move the mouse cursor around to check if it works normally, 

If it does, it would confirm a software issue and you follow the below steps if it doesn't work on its a hardware failure and I would suggest a touchpad replacement. 

 
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  

Please follow the guided troubleshooting steps for the keyboard issue using the below link:

HP Notebook PCs - Keyboard Guided Troubleshooter

For more troubleshooting steps refer this article.

Do get back to me as I have a few more tricks up my sleeve. Said that, if I have helped you resolve the issue.

If you like to appreciate my efforts clicking on 'Accepted as Solution'

Feel free to give me a virtual high-five by clicking the 'Thumbs Up'

Have a great day Ahead!

[flavs]

@Raj1788,

Thank you for your response.

Unfortunately, the things I tried did not resolve the issue.

I have been using a USB keyboard/touchpad to operate the laptop and it works fine, but inconvenient.

I tried the following steps:

- "Restart the computer and tap on F10 during restart, once on BIOS screen, move the mouse cursor around to check if it works normally": Yes, keyboard and touchpad work in BIOS screen. Once I go back to Windows, it stops working. So it is a software issue.

- "uninstall any generic synaptic drivers showing up for the touchpad (if available) under hidden devices from the device manager": I uninstalled the devices and restarted but it did not work. My touchpad is recognized as Elantech, not Synaptic. Would Synaptic drivers work with Elantech hardware?

-"Please follow the guided troubleshooting steps for the keyboard issue using the below link": I followed the steps through both keyboard and touchpad troubleshooting wizards, but was unable to resolve either issue.

Is there anything else I can try?

Thank you so much for taking the time to answer my post!

flavs

[burger404]

HP employee - you totally left the other guy hanging. You told him "Do get back to me as I have a few more tricks up my sleeve." He told you that your troubleshooting steps didn't resolve his problem, and then asked you for more help and you never replied. Horrible support!

[Arthur-c]

Hello,

Thank you for posting in this thread. Unfortunately based on when the last response was made, I have closed this thread to help keep comments current and up to date. We recommend starting a new thread for your issue by clicking here.
To be more helpful with your post, you can add key information if you desire: 
1. Product Name and Number (please do not post Serial Number)
• Example: HP Pavilion DV2-1209AX or HP Deskjet 3000 Printer CH393A
2. Operating System installed (if applicable)
• Example: Windows XP, Windows Vista 32-bit, Windows 7 64-bit
3. Error message (if any)
• Example: ""Low disk space"" error in Windows
4. Any changes made to your system before the issue occurred
• Examples: Upgrading your Operating System or installing a new software; or installing new hardware like a printer, modem, or router.
If you have any other questions about posting in the community, please feel free to send me a private message!

Thank you