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HP Recommended
HP ENVY x360 15 Convertible PC 15-es2000 (4V391AV)
Microsoft Windows 11

On my convertible laptop, the keyboard and trackpad stop working after coming out of 'sleep' mode.   

 

Here is the sequence of events:

 

With the laptop on, flip the screen to tablet mode to take notes using the HP pen

When finished, flip back to laptop mode

Press the power button to 'sleep' the laptop

Later, press the power button to come out of sleep mode.

The keyboard and trackpad do not function

Reboot the laptop (using the touch screen display)

After reboot, the keyboard and trackpad function correctly.

 

Debug steps taken (none of these resolved the problem):

Check the settings for what happens when the lid is open/closed or power button is depressed - seem ok

Updated to the latest firmware "F.16 Rev.A"

Checked the Keyboard, Mouse driver:  "Synaptics Precision Touchpad Filter Driver" 19.5.35.80 Rev.G

Did "Uninstall Device" for the keyboard and let the system reinstall the device.

Removed a USB Mini Receiver for a Logitech wireless mouse

 

None of these steps resolved the problem.

 

Any suggestions for me to check?

Thanks for your help!

Stephen

3 REPLIES 3
HP Recommended

Hi @sxhat,

 

Welcome to HP Support Community.

 

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

 

It seems like you've already performed some useful troubleshooting steps, but let's explore a few more potential solutions.

 

  • BIOS/UEFI Update: Ensure that your laptop's BIOS/UEFI is up to date. Visit the HP support website for your specific model and check if there are any newer firmware updates beyond what you've installed. Sometimes, BIOS updates can address power management and device recognition issues.
  • Power Management Settings: Double-check the power management settings related to USB and input devices. Open "Device Manager," locate the USB controllers and Human Interface Devices sections, and check the properties of relevant devices. Ensure that Windows is not allowed to power off these devices to save power.
  • Windows Update: Make sure your Windows operating system is fully updated. Sometimes, Windows updates include fixes for various hardware-related issues. Check for and install any pending updates.
  • Driver Update: Verify if there are newer drivers available for your keyboard and touchpad. Visit the HP support website, enter your laptop model, and download the latest drivers for these components. Manually installing the most recent drivers can sometimes resolve compatibility issues.
  • HP Support Assistant: Use HP Support Assistant, if available for your laptop model. This tool can help identify and install the latest updates, drivers, and fixes specifically tailored for your HP device.
  • Windows Power Plan: Check your power plan settings. Open the Power Options in the Control Panel, select your active power plan, and click on "Change plan settings." Ensure that your settings are appropriate for your needs and that nothing is set to disable devices to save power.
  • Restore Defaults in BIOS/UEFI: If you're comfortable, you might try resetting your BIOS/UEFI settings to default. Ensure you take note of any customized settings you might want to reapply later.
  • Check Event Viewer: Use the Event Viewer to check for any error messages or warnings around the time when the issue occurs. Look under the "System" and "Application" logs for any relevant information.

 

I hope this helps.

 

Take care and have a good day.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

Alden4

HP Support 

Raj_05
HP Support Community Moderator
HP Recommended

Hello Alden4,

    Thanks for your suggestions!   Here is a summary of what I tried: 

  • BIOS:   I updated to the latest F.16 Rev A
  • Power Management Settings:   In my Device Manager under the Human Interface Devices, I do not have an option to select whether windows can power off a device to save power.   Is there another way to access this setting? 
  • Windows Update:   I updated to the latest version Windows 11 Rev 23H2.   It was at 22H2.   
  • Driver Update:  From the HP driver webpage, all of the drivers appear to be the latest when I use the 'Detect My Software and Drivers" button
  • Windows Power Plan:   I do not see anything that would disable the keyboard/trackpad to save power.  There are no settings that allow me to change a setting.  How would access this setting? 
  • Event  Viewer:   I did not see any "Errors" or "Warning" in the Event Viewer related to USB, keyboard, trackpad, etc.  Actually, there were no Errors/Warnings. 

Any other things I can check?  

Thanks for your help, 

Stephen

HP Recommended

Hi @sxhat,

 

Thank you for your response,

 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

 

https://www.hp.com/contacthp/

 

Please feel free to contact us here anytime you need any further assistance.

 

Have a great day!

 

Alden4
HP Support 

Raj_05
HP Support Community Moderator
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.