Touchpad is not visible in Windows 11 and driver installation doesn´t help

[vtsymbal]

Hello, the problem is that Touchpad is not visible in Windows at all but it works fine in UEFI (testing utility).

I tried all options recommended by virtual assistant;

- Double tap in top-left corner of touchpad

- In Device Manager there is only  HID-compliant mouse and no Touchpad 

- There are a couple Unknown devices in the Device Manager list, but looks like they are not related (Device ACPI\HPIC0003\3&11583659&0 requires further installation)

- Update mouse driver option doesn't help - Windows tells it's the latest driver.

- Installed drivers from HP help site: Intel Human Interface Device (HID) Event Filter Driver and Synaptics TouchPad Driver, but it didn't help. 

- Windows Update didn't help

- First I tried on Windows 11 22H2 and then updated it to 23H2, the problem is the same.

- BIOS is updated to the latest F.08 version

The only case when I see touchpad working is HP PC Hardware Diagnostics (UEFI).
Is there anything else I could try? Thank you. 

[erico]

Here is your laptop's driver download portal

https://support.hp.com/us-en/drivers/hp-250-15.6-inch-g10-notebook-pc/2101595274

You might consider trying the green detect my software button drivers automated tool.

You might have the ELAN touchpad instead of the Synaptics unit.

For the unknown device, see the following thread where a driver was identified to resolve it.

https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/ACPI-HPIC0003-3-amp-11583659-am...

Since the touchpad passes the tests in UEFI diagnostics, that means that the device is ok at the firmware level. That would indicate an OS issue, perhaps even a chipset driver problem.

[vtsymbal]

Thank you for the reply! Sure I used the drivers page for my HP laptop model, and I used the green button that launches automated tool. Also tried both ELAN and Synaptics touchpad drivers. I installed chipset driver from the same source as well. I agree it's an OS problem rather then hardware. But I need to decide whether I need to return my newly bought laptop because of this problem.

BTW, I saw another threads with the same problem with touchpad, and one of the solutions was to install older touchpad driver or even older Synaptics biometric driver, and then updating to a new one. But I could not find old drivers.

Thanks again.

[erico]

I suspect the best route would be to create an HP Cloud recovery flash drive.

Save all of your important data and installed software license keys before you do this.

Booting to the HP Cloud created  recovery drive will give you a completely factory fresh OS complete with drivers from HP.

[vtsymbal]

Thank you for the hint! I will try it out.

[vtsymbal]

Unfortunately, it ended up with that HP Cloud Recovery Tool didn't recognize Product ID of my system. And the same on the web site.

[erico]

You can check the product ID by typing sysinfo  in the search box when logged into Windows and clicking on the system information app that appears above.

That will invoke the system information dialogue window where the SKU on the ninth line is the product ID.

[vtsymbal]

Sorry if I was not clear. There is no problem with finding Product ID. The problem is that the  HP Cloud Recovery Tool doesn't accept it. 

[erico]

Is there a reason that you don't want to provide the Product ID?

I would like to attempt  to duplicate your result with the HP Cloud Recovery utility,

If I can't get it to work, I have access to HP employees who can find out what is going on with the Product ID and the utility.

I am trying to assist you. If you no longer desire any help, just let me know.

780Q8AV is not the Product ID of your specific laptop. It is a generic one for the model series.

[vtsymbal]

I'd really appreciate if you'd try my Product ID and the utility. Attached a photo with the data.