Laptop mouse pad and keyboard not working in Windows but OK in BIOS mode.

[Larry1239]

Laptop mouse pad and keyboard stopped working in Windows but OK in BIOS mode. I have uninstalled mouse and keyboard drivers several times and restarted with no success. I have reinstalled Windows with all updates with no success.  I have run the diagnostics as per HP PC hardware Diagnostics Windows 2.7.0.0. Laptop model is a HP Envy X360, which I like very much. I currently must use a bluetooth keyboard and mouse to work the laptop. Could it be related to Windows updates, I don't have facility to reverse these. Any ideas on what to do next.

[Kuroi_Kenshi · Accepted solution]

Hi @Larry1239,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your laptop's mouse pad and keyboard not working in Windows!  

We're thrilled to have the opportunity to assist you and provide a solution.

Since your laptop keyboard and touchpad work in BIOS mode but not in Windows, it’s likely a driver, Windows update, or system configuration issue. Try these fixes:

Check if the Keyboard & Touchpad Are Disabled

Since your HP Envy X360 has a function key (Fn) lock, make sure it’s not disabled:

• Press Fn + F6 (or F7, depending on the model) to enable the touchpad.
• For the keyboard, press Fn + Esc to check if it's locked.

Boot into Safe Mode

If the keyboard and touchpad work in Safe Mode, it’s likely a driver or software issue.

Restart your laptop and force shutdown 3 times (press & hold power for 5 seconds).

Select Advanced Options > Startup Settings > Restart.

Press 4 to enter Safe Mode.

Check if the keyboard/touchpad works.

• If they work, uninstall recent Windows updates (see Step 4).
• If they don’t work, reinstall drivers (see Step 3).

Reinstall Keyboard & Touchpad Drivers

Since uninstalling didn’t work, try manually updating drivers:

1. Open Device Manager (Win + X → Device Manager).
2. Expand "Keyboards" and "Mice and other pointing devices".
3. Right-click your keyboard/touchpad driver → Update Driver.
4. Select "Browse my computer for drivers" → "Let me pick from a list".
5. Choose a generic HID keyboard/mouse driver.
6. Click Next, restart your laptop, and check.

Roll Back or Uninstall Recent Windows Updates

If the issue started after a Windows update, roll it back:

1. Open Settings (Win + I) > Windows Update > Update History.
2. Click Uninstall updates and look for recent updates.
3. Uninstall the most recent updates (especially driver-related ones).
4. Restart your laptop and check if the issue is resolved.

 

[Kuroi_Kenshi]

Disable "Intel Integrated Sensor Solution"

Some HP Envy X360 users reported this fix:

1. Open Device Manager.
2. Find "Intel Integrated Sensor Solution" under System Devices.
3. Right-click it → Disable device.
4. Restart and check if the keyboard/touchpad works.

Reset Power & BIOS Settings

If all else fails:

1. Shut down your laptop.
2. Unplug the charger, then press & hold the power button for 30 seconds.
3. Restart and enter BIOS (F10 at boot).
4. Select Load Default Settings → Save & Exit.
5. Boot into Windows and check.

External Keyboard Check

• If an external USB keyboard works, but the built-in one doesn’t, it may be a hardware issue.
• If both don't work, it’s likely a Windows or motherboard issue—consider a fresh Windows install or contact HP Support.

Let me know which step worked for you! 😊

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?"—your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Larry1239]

For Attn of Kuroi_Kenshi,

Thank you for your reply and solution re disabling "Intel Integrated Sensor Solution" under System Devices. This has worked a treat, and my touchpad and keyboard are working again.  I am so grateful for your prompt help, expertise and assistance in sorting my problem. I had almost given up on finding a solution until I engaged help from the of HP Support community.

Again THANK YOU so much.

Kind regards, Larry

[Kuroi_Kenshi]

Hi @Larry1239,

A huge thank you for marking this post as the 'Accepted Solution'! We're thrilled that we could help resolve your issue. 

If you have any more questions or need further assistance, please don't hesitate to ask. We're here to help! 

Thanks again for your confirmation, and we wish you an amazing day ahead! 

Best Regards,