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Intern
Posts: 33
Member Since: ‎03-22-2017
Message 1 of 9 (765 Views)

Need very specific product support: 2017 Spectre x360 trackpad issues

Product Name: HP Spectre x360 13-ac0XX
Operating System: Microsoft Windows 10 (64-bit)

Hello.

 

I've been having trackpad issues on my new 2017 Spectre x360 13-ac0xx unit for about two weeks now. Firstly, unlike other techies, I appreciate that the trackpad uses custom Synaptics drivers rather than Microsoft's standard precision touchpads. I've owned both a Surface Pro 4 (w/ type cover) and a Dell XPS 13, which I returned due to their horribly slow and janky Precision touchpads. And although HP has horrible quality control (this is my third Spectre x360 unit, which I recieved 2 weeks ago), I would really like this trackpad issue to be resolved.

 

Ever since I have had the machine, the trackpad has been showing some erratic behavior (which I will describe below). PLEASE NOTE: this is profoundly irritating and I have been trying to troubleshoot this myself for the past few weeks. The previous two Spectre x360 units (bought from Best Buy) did not have this problem, but this third machine (ordered from HP.com) does.

 

There seem to be 3 "separate" problems with the touchpad. The first is that the trackpad sometimes locks up and refuses to track my finger when I'm touching it. The cursor moves on screen only when I fully click-and-drag on the trackpad surface, but otherwise doesn't work. You can see what I mean here: https://youtu.be/idt4_OkkSMA

 

The second problem is that at times, the right click zone expands over to the middle-to-top left side of the trackpad. So, when I try to press down and initiate a left-click, I get a right-click menu instead. In the video, note where on the trackpad I'm clicking. (It's definitely not on the right-click zone). The tracking seems inverted: top left half and bottom right both do right-clicks, while the top right half and bottom left do normal left-clicks. However, this is separate from the first issue, since normal tap-to-click and cursor movement are unaffected. https://youtu.be/Tf0FwNlYYyA

 

The third problem is that sometimes the trackpad is just mildly unresponsive overall and doesn't track my finger correctly. (Side note: this is the kind of problem I have with Precison touchpads, but on the HP Synaptics trackpad it happens far far less often). This problem is the least frequent. In the video, pay attention to how the cursor moves in comparison to my finger. The cursor doesn't respond all the time to my finger movements. https://youtu.be/_pAmGocy0Ek

 

Mostly, my issue is either the first or the second problem I listed. Sometimes, it happens together, as you can see in the first video, where the cursor doesn't move AND the middle-to-top left portion of the trackpad is interpreted as a right-click instead of a normal click.

 

This is PROFOUNDLY irritating, since this has been happening with increasing frequency. When the computer was new, these problems occurred once a day or so, but recently it's been happening 5-6 times per day. A computer reboot fixes the problem, but I also found that when I go to the mouse settings > clickpad settings > reset devices, the problem goes away. (Well, for an hour or so until the trackpad acts up again)

 

My troubleshooting is as follows: Since this only happens with this unit and not the 2 previous Spectre x360 units, I thought it might be a hardware problem. However, since resetting the touchpad driver in settings (or restarting the computer) temporarily fixes the issue, I think it might be a software driver issue. I checked the devices manager, but I already had the latest drivers installed. I also noticed the problem most often arises while I used the one-touch right scrolling zone on the touchpad (since I customized most of the ClickPad settings), so I also reset the trackpad to its default settings. When I did that, the issues arose less often (about once every other day) but it still happened. Therefore, this isn't a fix.

 

Also, I have been unable to reliably replicate any of the three problems I have with the trackpad. It just starts acting weird at random intervals and I don't know the source of these problems.

 

If an HP product specialist could help me resolve this problem, I would greatly appreciate it! The reason I lived with this issue for two weeks is because my university exams were coming up. I still have a few exams left, though, so I don't have much time for an intensive troubleshooting session.

 

Thank you!

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HP Support Agent
Posts: 9,702
Member Since: ‎10-13-2016
Message 2 of 9 (712 Views)

Re: Need very specific product support: 2017 Spectre x360 trackpad issues

@jscity720

 

Welcome to the HP Forums. I would be happy to help you with your HP Spectre x360 13-ac0XX notebook. I understand that you are having multiple issues with the trackpad, I went through the all there videos you shared and understood the issue better.

 

I also see that you have already done some preliminary troubleshooting.

Don't worry though as I have a few steps to determine the issue and find a solution as well,

 

Configure the left and right buttons. – This should fix the second issue.

Adjust touch sensitivity – to fix the third issue.

Click here and refer the document to perform the above steps

To fix the touchpad issues.

 

Update the touchpad drivers from HP Website Click here.

 

Click here and run the hardware diagnostics to check for hardware failures.

Let me know how it goes.

 

And wish you luck for upcoming exams.

 

I hope it helps and if you feel I have answered your question and concerns,

Please mark this post as a solution accepted and Kudos would also be appreciated.

 

Cheers.

Sandytechy20
I am an HP Employee

Intern
Posts: 33
Member Since: ‎03-22-2017
Message 3 of 9 (703 Views)

Re: Need very specific product support: 2017 Spectre x360 trackpad issues

[ Edited ]

Thank you for your reply; however, I do not see how changing the settings would solve my problems. I will try to do the hardware test later today, though, when I have more time.

 

The trackpad acts has above three problems intermittently, so I don't see how changing the general settings help, since the majority of the time I am satisfied with my custom trackpad settings. I have also noted how the issue arises both on the default Synaptics settings and my custom settings.

 

For your solution to my second issue (configure left-right click buttons), do you mean configuring the right-click zone, as shown in this photo? The link you provided does not show exactly the control panel I see.

Screenshot (13).png

 

There is no vertical adjustment possible in this setting, only a left-and-right slider. I have already configured the right-button zone to my liking, but the intermittent problem is this:

Screenshot (13)_LI.jpg

 

As you can see highlighted in the drawing, the computer randomly decides that the entire upper left half of the trackpad should be interpreted as a right-click, while the other gray zones still function as a normal left-click. How can this problem be resolved? It doesn't act like this all the time, but it occurs about 3-4 times a day and is the most common issue I have with the trackpad.

 

I have already checked and have the latest drivers, though would you recommend I uninstall and reinstall the trackpad drivers? I will need detailed instructions since I have never messed with drivers before.

 

I also see you cannot help me with the first issue, which happens about once a day, every day. Are you aware of some other fix for this?

 

I don't know if the third problem has been resolved by changing the touch sensitivity, since it doesn't happen often, but thanks for the suggestion.

Intern
Posts: 33
Member Since: ‎03-22-2017
Message 4 of 9 (695 Views)

Re: Need very specific product support: 2017 Spectre x360 trackpad issues

Also, the driver page you linked for me has an image of the 2015 Spectre x360 model with thick side bezels. I don't think that's the right page, because mine is the 2017 model with thin side bezels and bundled active pen.

HP Support Agent
Posts: 9,702
Member Since: ‎10-13-2016
Message 5 of 9 (677 Views)

Re: Need very specific product support: 2017 Spectre x360 trackpad issues

@jscity720

 

Thanks for the reply.

I appreciate your time and effort.

 

Please update the driver from the device manager.

Click here and follow the third link which says updating drivers using device manager in the document.

Then change the setting as mentioned above.

 

This should fix the issue.

 

Let me know how it goes.

 

If the issue is resolved and you appreciate my help,

Please click the "Accept as Solution" button and the "Thumbs Up".

 

Cheers!

Sandytechy20
I am an HP Employee

Intern
Posts: 33
Member Since: ‎03-22-2017
Message 6 of 9 (663 Views)

Re: Need very specific product support: 2017 Spectre x360 trackpad issues

I have done the 2-hour extensive hardware test, and the laptop has passed all the tests, so there doesn't seem to be anything wrong with the hardware. I notice that the hardware test doesn't test the trackpad, however.

 

Also, as I noted in my first post, I have already gone into the devices manager and checked for trackpad driver updates, and Windows says I already have the latest drivers installed.

 

I really need a solution to the trackpad problem because these intermittent issues are very irritating!

 

Do you have any other suggestions?

HP Support Agent
Posts: 9,702
Member Since: ‎10-13-2016
Message 7 of 9 (641 Views)

Re: Need very specific product support: 2017 Spectre x360 trackpad issues

@jscity720

 

Thanks for the reply.

 

Perform windows refresh on the PC to resolve the issue.

  • From the Start screen, type refresh to open the Search charm, and then select Refresh your PC without affecting your files from the search results.
  • Under Refresh your PC without affecting your files, click Get started.
  • On the Refresh your PC screen, click Next.
  • Take note of the apps you will need to reinstall after refreshing the computer, and then click Next.
  • When ready, click Refresh.
  • Wait while Windows refreshes your computer. This might take a while, and your computer will restart.
  • When the refresh is complete and the lock screen appears, log in to Windows.
  • Click here and refer the document to perform the above steps.

Click here and type your notebook model number to download the driver.

Let me know how it goes.

 

I hope it helps and if you feel I have answered your question and concerns,

Please mark this post as a solution accepted and Kudos would also be appreciated.

 

Cheers.

Sandytechy20
I am an HP Employee

Intern
Posts: 33
Member Since: ‎03-22-2017
Message 8 of 9 (611 Views)

Re: Need very specific product support: 2017 Spectre x360 trackpad issues

I have reset my PC, but doing so has not resolved the trackpad issue. I am beginning to believe this may be a hardware issue, because after a few more days of troubleshooting, I am now able to replicate the "stuck" cursor (#1 on my previous post) somewhat reliably. The trackpad will stop responding to single-touch input if I click down on the top right corner of the trackpad, around here:

IMG_4651_LI.jpg

 

but clicking in that area will not always cause the trackpad to disfunction.

 

I have made a video where I can replicate the trackpad issue by clicking in that area.

https://youtu.be/Nr_mlme9Gn4

 

As you can see, sometimes when I click in that area the trackpad stops responding to single-finger touches and swipes, and I constantly reset the Synaptics drivers to get the cursor back to normal behavior, and then shortly afterwards clicking in that area causes the trackpad to freeze up again.

 

When I consciously avoid that area of the trackpad, the issues on the trackpad stop appearing. Therefore I think I have found the problem.

 

Is it possible to send the laptop in to repair the trackpad under warranty? (and P.S. if I do, I hope the repair techs screw the trackpad in properly; the previous two Spectre x360s I owned had functionally normal trackpads although the trackpads themselves were loose and rattling in their casing at the slightest touch, which this third unit doesn't have)

 

Thank you for your help, @sandytechy20.

 

I am now able to replicate the trackpad issue by clicking in the top right corner of the trackpad. Clicking there doesn't always cause the issue to arise, as you can see, but it does happen often.
HP Support Agent
Posts: 9,702
Member Since: ‎10-13-2016
Message 9 of 9 (591 Views)

Re: Need very specific product support: 2017 Spectre x360 trackpad issues

@jscity720

Thanks for the reply.

I appreciate your time and patients.

It seems to be a hardware issue.

I request you to contact HP Phone support for assistance.

Cheers.

Sandytechy20
I am an HP Employee

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