Keyboard and Touchpad Not Working After Update – HP Pavilion x360 14-dh0002nj

[Vadimos]

Subject: Keyboard and Touchpad Not Working After Update – HP Pavilion x360 14-dh0002nj

Hello HP Support,

I am experiencing an issue with my HP Pavilion x360 14-dh0002nj. After a recent update, both the keyboard and touchpad stop working.

Here are the details of the problem:

• I reinstalled both Windows 10 and Windows 11 without connecting to the internet, and after installation, everything works correctly.

• However, once I connect to the internet, an unclear update is automatically downloaded. After this update installs, the keyboard and touchpad stop working.

• I have tried updating and even disabling Windows updates, but as soon as the internet is connected, the problematic update is downloaded again and disables the keyboard and touchpad.

Could you please provide guidance on how to resolve this issue permanently?

Thank you,

Vadim

[VikramTheGreat · Accepted solution]

Hi @Vadimos,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for sharing such a detailed description. Your persistence and clarity are truly appreciated. I can imagine how frustrating it must be to see your keyboard and touchpad stop working right after an update, especially when everything works perfectly offline.

This issue is likely caused by a driver conflict or a faulty update pushed via Windows Update once the system connects to the internet. It’s a known issue on some HP Pavilion x360 models, including yours (14-dh0002nj), where keyboard and touchpad drivers get replaced or disabled by incompatible updates.

Steps to Fix and Prevent This

1. Install HP-Specific Drivers Manually

Before connecting to the internet, install the correct drivers from HP:

• Visit the official HP Pavilion x360 Convertible Laptop PC 14-dh0002nj | HP® Support.
• Download and install: 
  • Synaptics Touchpad Driver
  • Intel Serial IO Driver
  • HP Firmware Pack (if available)
  • BIOS Update (only if not already updated)

2. Block Problematic Windows Updates

Once the correct drivers are installed, prevent Windows from overwriting them:

• Download Windows Update Show/Hide Troubleshooter from Microsoft
• Run the tool and hide the update that causes the issue (usually a touchpad or keyboard driver).

3. Disable Automatic Driver Updates

To prevent Windows from auto-replacing HP drivers:

• Press Windows + R, type sysdm.cpl, and hit Enter.
• Go to Hardware > Device Installation Settings.
• Select “No (your device might not work as expected)” and click Save.

4. Use HP Support Assistant

HP’s own tool can help manage updates safely:

• Download from HP Support Assistant | HP® Support.
• It ensures only compatible HP-certified updates are installed.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat