The keyboard and touchpad on my laptop have stopped working

[cassandra581]

About a month ago I had an issue with my laptop in which the keyboard and mouse were working fine.  I closed my laptop (not shut down) like I normally do, came back a few hours later opened it up and my mouse and keyboard were totally unresponsive.  I had to try and access everything using only the on-screen keyboard which for some reason was extremely slow so everything takes an extremely long time to access.  I've had issues with things not responding when switching from tablet mode to pc mode but switching back and forth between the two did not help.

In the Device manager it is giving me:

"Synaptics SMBus TouchPad

This device cannot start. (Code 10)

{Device Timeout}
The specified I/O operation on %hs was not completed before the time-out period expired."

I have tried updating the drivers.  Windows says I have the latest version of the driver.

Windows update doesn't  find anything that's more up to date either.

I tried uninstalling and reinstalling the driver that didn't work either.  I tried many restarts, tried uninstalling, reinstalling, stopping, starting with no results.  Finally, I stumbled upon some other solution which I think but can't remember for sure was this https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/ENVY-x360-laptop-keyboard-and-... where someone posted "I suffered through this same issue and after multiple reinstalls I found out what the issue was; it turns out that the Intel Integrated Sensor Solution was the culprit.   If you go into Device Manager>System Storage and disable Intel Integrated Sensor Solution it should fix the issue after a restart."

After doing that last time (I'm fairly certain this is the thread I followed along last time and it was marked as a link I'd clicked on previously) my mouse and keyboard began working immediately.  However, now 3-4 weeks later I'm having the same problem.  Closed my computer like usual (not shut down) came back after a few hours to find the keyboard and mouse totally unresponsive.  So after searching through forums and links I tried to do the same things.  None of which are working this time around.

I don't know if this is at all related but my battery is shot and needs to be replaced.  It shows this message when I start up the computer and I know my keyboard and mouse are not working then because I can't click enter.  The only way to move past the screen is to touch the screen instead of pressing enter.  This happened last time and this time making it impossible to enter into the bios (no keyboard to press F10) or the dignostic suggested in the above discussion link (F2?) however last time despite being unresponsive even during startup it did respond and start wirking after following the above fix.  However, this time that's not fixing it.  What could be the issue?  Is there something I can do to fix this without having to bring it in for repairs?

[asmita6658]

@cassandra581

Greetings!
 
Welcome to the HP Support Community. This is a great place to get support, find answers and tips to your technical queries. I have reviewed your post and I understand the keyboard and mouse are not working.

Appreciate you trying the steps. Don't worry, I'm here to help! 

Let's try these steps -

Step 1 Hard Reset -
1) Shutdown the computer. 
2) Unplug all the Adapter and peripherals connected. 
3) Press and hold down the power button for 15 to 20 seconds. 
4) Plug-in the Adapter. 
5) Try to turn on the computer. 

Step 2 System Restore -
1) Shutdown the computer. 
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears. 
3) Press F11 once for System Recovery. 
4) Choose the Keyboard Layout. 
5) Click on Troubleshoot. 
6) Go to Recovery Manager and click on System Restore. 
7) Choose a Restore point or a Restore date when the computer was working fine. 
8) Click on OK to initialize the System Restore.

If the issue still persists, try connecting an external mouse and check if that works. If it does, try re-install the Keyboard and touchpad drivers from the device manager. 

You may also try restoring the computer from the Windows screen if the external mouse works - 

1) Save any open files and close all open programs.
2) In Windows, search for restore, and then open Create a restore point from the results list. System Properties opens with the System Protection tab selected.
3) On the System Protection tab, click System Restore. The System Restore window opens.
4) Click Next.
5) Click the Restore Point that you want to use, then click Next.
6) Click Finish to restore your computer to a previous point.

Hope this helps!

Let me know how that goes.

To thank us for our efforts to help you, click here to access your public post and Select - "Accept as solution" and click on the  "Thumbs up". 

Have a great day ahead 🙂

[cassandra581]

Step 1 Hard Reset -

I've tried hard resets several times they do not change anything.

Step 2 System Restore -
1) Shutdown the computer. 
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears. 
3) Press F11 once for System Recovery.

Um... I think you may have missed the issue.  My KEYBOARD and touchpad have both stopped working.  I can tap ESC and F11 till the suun rises in the west but it will not do anything because again the keyboard is not working.

If the issue still persists, try connecting an external mouse and check if that works. If it does, try re-install the Keyboard and touchpad drivers from the device manager. 

I can attach an external mouse and an external keyboard both work.  I have tried re-installing the drivers for the keyboard and mouse over a dozen times but it didn't help.

You may also try restoring the computer from the Windows screen if the external mouse works - 

I don't have a restore point.  I know stupid but what can I do about it now.

[asmita6658]

@cassandra581

Thanks for getting back to us. Please back up the data and try re-installing the operating system -

1) In Windows, search for and open Reset this PC.
2) Click the Recovery tab, and then click Get started under Reset this PC.

Let me know.