Touchpad/cursor stopped working on HP Envy x360

[amcooey]

Hello -- I have an HP Envy x360 and my touchpad cursor just disappeared out of the blue last night.  It was working fine earlier in the day, and I was not aware of an update having been installed during the afternoon (although one might have automatically been installed).  I tried all the fixes I could find online, but nothing has worked to bring my touchpad and onscreen mouse pointer back to life.  The touchpad doesn't even show up under the Hardware tab in the mouse properties dialogue box.  How do I fix this? 

I'm getting by with the touchscreen for now, but I much prefer using the touchpad and seeing my mouse cursor.  This is extremely frustrating for a laptop purchased just a little over a year ago.

Thanks in advance for any advice!  

[Jeet_singh]

@amcooey,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. 

I understand that you have an HP Envy X360 laptop and the touchpad stopped working. You have performed updates on the laptop and even reset the laptop and the issue persists. I appreciate the steps you have performed and have certainly done a good job.

I would like to know the following information to assist you better:

• The exact product model no. This link will help you to find the model no: http://hp.care/2bygf7l
• Does an external mouse work (if available)?
• Did any software or hardware changes take place on your laptop after which this issue may have started?

Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: (Alternately, you may go through this step by step troubleshooter guide)

• On some touchpads you can turn the TouchPad on or off by double tapping in the upper-left corner of the TouchPad. Double tap to turn the TouchPad on, repeat to turn the TouchPad off.

Figure : TouchPad On/Off Switch

• Perform a hard reset by following the steps in the HP document Performing a Hard Reset or Forced Reset. A hard reset clears the driver instructions. Your computer rereads all instructions from the drivers and software stored in the Operating System which can solve some problems.

• Be sure you have the latest drivers for your TouchPad. Use the following steps to install the latest drivers.

  1. Go to the HP Drivers and Downloads web page. Enter your computer model number and then click Go.

  2. Select your computer model from the list of results.

  3. Select your operating system from the drop down menu and then click Next.

  4. Scroll down to select the driver category Driver - Keyboard, Mouse and Input Devices.

  5. Click Download next to the appropriate TouchPad or ClickPad driver. The file downloads to your Downloads folder

  6. Open your Downloads folder and double-click to install the latest driver. Follow on-screen instructions to complete the installation.

• Return the computer to a software configuration when the TouchPad was working by restoring the system to a time when the touchpad was working correctly. For more information go to Using Microsoft System Restore (Windows 10 and 😎.

Updating the driver through Windows Update:

• In Windows, search for and open Settings, then click Update & security.

• Click Update & security.

Figure : Settings

• Click Check for updates.

Figure : Update & security

• Windows Update checks for recent updates.

Figure : Checking for updates

• The available updates are displayed and installed automatically.

Figure : Updates

• Please restart the laptop post the above step.

If the issue still persists then you may run the hardware diagnostics on the touchpad by referring to the steps from "Running the UEFI Component Tests" from this link. 

I hope this information helps. Please feel free to let me how it goes. Cheers! 

[amcooey]

Hello -- I tried all of these suggestions you included above.  The first few didn't work, but somewhere along the line one of them did work and I now have the use of my touchpad mouse back.  I honestly don't even know which action brought it back because I was trying so many things and getting so frustrated.  Somewhere after the second time I did a hard reset and was about to try something else , it just came back.

Thank you!  

[amcooey]

Hello again.  So...after somehow mysteriously resolving this problem last night, the same problem somehow just happened again today.  I went through ALL the steps in the troubleshooter guide you linked above again, and was able to solve it again on the last step, which is the same thing that happened last night.  Basically, none of the steps worked until I got to the last one, which is "Run HP PC UEFI Hardware Diagnostics Component test (F2) for Mouse."  The same thing happened last night and just now, which is that I tried to run the diagnostics by following the instructions.  I held the power button down for 5 seconds to turn the computer off.  When I restarted it, I pushed the F2 key repeatedly, once per second.  I was never able to get the diagnostics tests to open up (it just didn't work for me), but somehow just the act of turning on the computer and pressing F2 repeatedly restored my touchpad functionality.  I have no idea how or why this would be the case, but it's happened twice in a row now.  

I'm REALLY hoping this doesn't happen again.  If it would still be helpful to you, I have an HP Envy x360 - 15m-bp011dx, product number 1KS72UA#ABA.  Please, please let me know if you have any tips for me and others to prevent this from happening again.  It's very frustrating.  

Thank you!

[Jeet_singh]

@amcooey,

I'm glad to hear you found the touchpad working however there seems to be an intermittent issue. No worries, I'll be glad to assist you.

Let's start off by performing a 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. 

Next thing, I would suggest here is to Run Windows Updates troubleshooter -

Download and install the troubleshooter from this link.

Now try to perform Windows Updates - 

1) In the search box, type and open Windows Updates. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 

If the issue still persists, I would suggest here is to update the Bios on your computer from  HP Support Assistant Updates - 

1) In the search box, type and open HP Support Assistant. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 

Hope this answers your question.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[little_kitty]

Hi Jeet_singh,

I did that. That does not help. The only two drivers not installed are:

a) Intel Virtual Button Driver

b) Intel Rapid Storage Technology Driver

I do not think these drivers can help. One thing I am confused is that, why a BIOS flash can solve the problem?

[KrazyToad]

@little_kitty

I suggest you perform a Reset and let me know if that helps

You can follow the instructions in this Link: https://support.hp.com/in-en/document/c04742289

[little_kitty]

Sorry, I can't. I am not going to take any risk of losing data.

[KrazyToad]

@little_kitty

If you do not wish to perform the Reset, I would request you to contact HP Support. Our Support Engineers should be able to Remote into your Notebook and sort this out

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you