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Synaptics Touchpadvonly works occasionally

HP Recommended
HP Envy x360
Microsoft Windows 10 (64-bit)

The touchpad is not working most of the time. Sometimes when I boot the laptop it does work but usually erratically.

When it fails to work, Device Manager reports that "The device is not present, is not working properly or does not have all of it's drivers installed Code 24"

I have re-installed the driver many times but still not working. I had concluded that the touchpad itself was faulty until I discovered that if I boot into  HP Diagnostics and run the 2 touchpad tests, even though I cannot move the pointer and the tests fail, when I start the laptop again the touchpad IS WORKING normally. So using HP Diagnostics the pad works but sometimes only for a short time .

When the touchpad is not present in Device Manager if I try to use the Recovery options, Advanced Start-up, on restarting I get a blue screen with the message the a driver failed to cancel pending operations and the driver is SynTP.sys, the touchpad driver. When the pad is working there is no problem with booting into the recovery environment.

I am not concerned about not being able to use the touchpad but I am concerned about not being able to boot into the recovery options,

Anyone any ideas? Personally, I think it is a driver problem.

9 REPLIES 9
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HP Support Agent
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Message 2 of 10
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@PRN6243

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

 

HPSA will automatically search for all the latest drivers for your Notebook

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

 

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

 

If the Recovery does not work, the HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file inorder to install Windows operating system. Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10, 7)

 

Click here: https://support.hp.com/in-en/document/c04758961#AbT3 to perform a System Recovery (Windows 10)

 

Thank you

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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Thank you for the reply but I have tried all the solutions you suggest, without success.

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HP Support Agent
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Thank you for keeping me posted

 

At this time I suggest you perform a Reset https://support.hp.com/in-en/document/c04742289

KrazyToad
I Am An HP Employee

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I have restored my laptop from images taken in  1918 and 1919 when the touchpad worked .

On both restores the pad was not working. and in Device Manager the pad was in hidden items with the code 24 message. I came to the conclusion that the touchpad itself was faulty.

 

However, recently I upgraded to Windows 2004 but the pad was still no good.

Finally, I restored to the Window 1909 image I took a few days ago. Surprisingly the touchpad worked normally.

Next day however, even though DM showed the pad as working properly  it was not. At first it is not there then after a few minutes it might come on for a short time then fail again.

It has got to be a driver/software problem.

 

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Further to my earlier reply.

 

I have upgraded the 1909 install to 2004.

At first the touchpad was only shown in DM hidden items and obviously was not working.

I then did what I mentioned in my original post.

I booted into HP Diagnostics and ran the 2 touchpad tests.

Both tests failed as I could not move the cursor.

But, as before with 1909, when I loaded windows the touchpad was in DM and it was reported as working properly.

After pressing the pad a few times the cursor appeared and worked for a minute or so then disappeared.

I I have spent many hours trying to resolve the problem and it is time to forget it.

 

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HP Support Agent
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When you say HP Diagnostic Test, did you run the Test in the F2 Diagnostic? If you haven't I suggest you do since the Diagnostic Test doesn't make use of the  OS or Drivers and will identify if it's a Hardware issue

 

- Hold the power button for at least five seconds to turn off the Notebook.
- Turn on the computer and immediately press Esc repeatedly, about once every second. 
- When the menu appears, press the F2 key.
- On the main menu, click Component Tests and Touchpad

KrazyToad
I Am An HP Employee

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Yes, I ran the tests exactly as you  describe.

Today the touchpad has worked every time I have started the laptop, After a time it will stop working but if I press the pad a few times it comes back. I have also found that if I start the on-screen touchpad then try to use the normal touchpad it will stat working again usually,

It must be a driver/software problem as sometimes it will be very erratic-the cursor shoots across the screen etc,

Since I upgraded to Windows 2004 , as I said before, the touchpad is always present in Device Manager, unlike with 1909 when most of the time it was I hidden items in DM.

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@PRN6243 I suggest you update the Bio-metrics (and i know it may seem unrelated, but this seems have helped in such scenarios with drive issues) using Windows:

 

Annotation 2020-06-27 111221.png

 

And let me know if this works.

Riddle_Decipher
I am an HP Employee

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The driver you suggest is not for my laptop according to HP

Anyway, I tried to install it and was told that my Windows version 19042.546 does not support the driver.

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