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‎06-12-2022 01:56 PM

HP Recommended
Product: HP Envy 17
Operating System: Microsoft Windows 11

I have spent hours this week with Microsoft Support trying to resolve numerous problems with the touchpad, cursor, and mouse on my HP Envy 17" Tablet. They tried everything: system restore, updating both mouse and keyboard drivers, uninstalling and reinstalling mouse and keyboard drivers, and finally even uninstalling and reinstalling the entire Windows 11 OS. At that point, they said the problems must be the result of hardware issues and not software issues. Symptoms: The cursor highlights everything it crosses in blue, including text in documents which it then moves around randomly; the touchpad is extremely sensitive but also will not respond to clicking unless I pound on it, and even then moves extremely slowly across the screen or locks up completely; the mouse components (either the cursor or touchpad or possibly the keyboard obliterate entire sections of text I have typed into a document; icons get picked up and moved all over the computer screen; I have to close all of the many unwanted websites and Word documents that pop up out of nowhere before I can even enter online chat to answer a question asked by a technician; the cursor won't pick up and move game pieces such as puzzle pieces in JigsawExplorer or letter tiles in Words with Friends until after repeated tries--this is an incomplete list of all of the weird things the system is doing. If this is a hardware issue, how do I fix this problem? I can't even get to troubleshooting pages for hardware because of all the bouncing around of screens and the touchpad not responding. I have a local technician who is good I can consult on Monday, but would appreciate some immediate help if I can resolve these issues myself today. This has been the most frustrating computer-related problem I have ever encountered. Thanks if you can help.--MarkEPumphrey

 

 

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1 REPLY 1

‎06-12-2022 02:08 PM - edited ‎06-12-2022 02:13 PM

HP Recommended

Hello,

 

what is the part number/product number (p/n) of your notebook ? Look on the back of the device.

 

Sometimes the problem is very easy to solve when it is determined that the notebook with its hardware is not 100% compatible with Windows 11 and Windows 10 must be used instead.

 

See here and use HP PC Hardware Diagnostics to test your touchpad and report your results:

https://support.hp.com/us-en/help/diagnostics?category=computing&issue=keyboard-trackpad-touchpad-is...

 

best regards

 

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