post windows 10 install; touchpad doesn't work!

[sups]

HI there,

I am praying someone can help me.

Brought my HP ENVY 17-j053ea Notebook PC early 2014, working fine running on windows 8.1.

In august / sep upgraded to windows 10 and thats when the problems started!!!

My touchpad has stopped working.....I have tried a multitude of things which sometimes worked but after a few days the pad stopped working again.

The problem first started in late August whilst on holiday so I installed the following;

Chipset utility and driver

Intel Management Engine Interface (MEI) Driver - sp63410

Intel Rapid Start Technology Driver - sp63411

Intel Smart Connect Technology Driver - sp63413

Synaptics TouchPad Driver - sp63417

HP Notebook System BIOS Update - sp69886

HP Notebook System BIOS Update (Intel Processors) - sp66941

HP System Event Utility - sp65792

Intel Rapid Storage Technology Driver - sp63554

This sorted the problem out for a couple of weeks but then the touchpad stopped and started periodically and finally hasnt worked for about 2 months!

Whilst on the forum last night I fought I found the resolution posted by DanG82 with the heading:

HOW TO RESOLVE POST-WINDOWS 10 UPGRADE ISSUES ON HP LAPTOPS

Following all the step by step instructions and was hopeful that this might work........but it hasn't.

Really considering reverting back to windows 8.1 as it is soooo frustrating using a mouse on the go.

Please please can someone help me?????

[Paul_Tikkanen]

Hi:

See if this W10 touchpad driver works for you...from the 17t-j100.

This package provides the driver that enables the Synaptics TouchPad in supported notebook models that are running a supported operating system. The driver enables general touchpad functionality (for example double-tap and scroll) and provides a user interface.

File name: sp71867.exe

[sups]

Hi Paul,

Anythings worth a try.

just trying it now.....will keep you posted

[sups]

Hi Paul,

Just installed the W10 driver and no joy. 

When I check the touchpad settings it says and has always said it is working properly so I dont understand why its not.

Any other ideas??

Much appreciated.

[Paul_Tikkanen · Accepted solution]

You're very welcome.

The only other suggestion I can offer would be to unistall the touchpad driver and software in the programs menu in the control panel, reboot and try that synaptics driver I posted again.

Or try the driver directly from synaptics.

Always uninstall the previous synaptics driver before installing the new one.

http://www.synaptics.com/en/drivers.php

[sups]

Good morning Paul.

I have uninstalled the driver you posted and rebooted the laptop and guess what.......my touchpad was working!

I dont understand as there was no driver installed? some of the functionality was not working; couldnt scroll up or down nor could I zoom in or out, but this is a sacrifice I am willing to accept to have the touchpad working.

I then thought 'shall I reinstall your driver' and after much debate with myself thought lets give it a go.....so I did.

The touchpad is still working and I have scrolling function!

You are a star!!!!

I have hidden updates for the synaptics drivers in the settings.......is this something you would recommend as I dont want mircosoft to update in the future which will probably render the touchpad inoperable? 

Again many many thanks for your expertise.

Forever grateful

Sups

[Paul_Tikkanen]

Good morning.

Glad to read that everything is working for you.

Yes, I absolutely agree that you should hide the automatic updates to the touchpad from Microsoft.

The touchpad is working so there is no need to update the driver for it (especially if it makes things not work  :smileyhappy:).

You used this method to hide the update, I take it?  If not, you should.

https://support.microsoft.com/en-us/kb/3073930

Anytime.

Glad to have been of assistance.

[sups]

Hey Paul, 

I was so chuffed when the touchpad issue was sorted :smileyvery-happy  

Made sure any updates were hidden for Synaptics drivers and was tappy tappy, scrolling happily, double tapes........it sounded like Fred Astaire   

BUT this was short lived........laptop went to sleep (open position) about a 2  hours later (after doing some work)

Come back and woke it up and "Guess what???"........touchpad wasn't working when it came back to life so I closed the lid for a minute and re-opened it and the touchpad was alive again   

Happy again I did some more work, closed the lid and decided to go prepare the ingredients for the making of 'Kotfe' for tonights dinner   ..........in case your wondering 'Kofte' is a turkish style meat bally thing consisting of lamb mince, onions, grated potatoes as well as some other magic ingredients which are deep fried......its yummy  

Back to the matter at hand.

The laptop had been asleep for a few hours and when I woke it up the touchpad was 'DEAD'......to not return again 

Below is a breakdown to what followed in the attempt to jumpstart the poor 'mousey'.......

• Restart
• Remove drivers
• Restart

The 'touch mousey'  had no signs of life......SO......

• Install the previous driver that was used
• Restart

The 'touch mousey'  still had no signs of life......SO......

• Removed that driver
• Installed your driver
• Restart

The 'touch mousey'  still had no signs of life......SO......

I CRIED 

And thats the story so far.......P.S 'I may had had a breakdown too, judging by this reply to you'.

It was there and then it died....  

[Paul_Tikkanen]

Hi:

Sorry the touchpad died on you again.

The Kotfe sounds delicious!

Well...I don't know what to tell you regarding the touchpad.

Sounds like you did everything you could.

The only other thing you can try is if you can revert to Windows 8.1 and try the upgrade again, knowing what drivers you need and whatnot.

Please make sure you run that Microsoft tool to prevent Windows 10 from installing any updates to the touchpad.

It will happen and you won't even know it if you don't hide the Microsoft update.

That happened to me but not quite as bad as it happened to you.  I upgraded my HP 350 G1 notebook to W10 and the touchpad scrolling would not work at all, when it used to work on W7 just fine.

So, I uninstalled the touchpad driver microsoft installed and installed the W8.1 touchpad driver from the 350 g1 support page and when I restarted the PC, the touchpad scrolling worked just fine.

Then Windows update installed the W10 touchpad driver again, and no more scrolling.

Then I found that Microsoft tool which hides windows update from installing updates one doesn't want.

I uninstalled the touchpad driver again, rebooted and installed the W8.1 touchpad driver and the scrolling worked.

Then I ran the 'hide Windows Update' tool and it found the synaptics touchpad driver update, I checked it to hide it, closed the tool and the touchpad has worked ever since.

[Akede]

I bought 4 HP ENVY L6D48AV some months back. 1TB drive,  i7-4722HQ Quad Core, 16GB memory. The only ENVY involved here is the envy I have for those with functional laptops.

All four of them are having the same problem under Windows 10. BIOS is up to date, drivers directly from Synpatics and HP have the same issues. They are not touch screen laptops. I can reproduce the problem by closing the lid a few times. The touchpad stops working, and to get it working again I have to either 1) reboot, or 2) rollback/upgrade the driver, depending on which I did last. Basically anything that causes the driver to be reloaded.

HP support was absoutely no help. Their advice was that I "refresh the OS" which I declined to do on this laptop, since I have 530GB of data on it. I explained I would be willing to try it on a different one that has the same issue, but they were quick to shut me out and say that since I was unwilling to perform the step that they couldn't help. I asked if the issue is Windows 10, why is HP pushing the upgrade to it, if there are compatibility issues? No answer. Just a quick "You'll get a call in 24-48 hours. Take care". I had even reproduced the issue for them by closing the lid while they kept a persistent desktop sharing session going. They saw it go from working to non. They had also said they were going to upgrade my Synaptics driver, then started doing a BIOS reflash.. without any recovery options enabled. I asked why they were doing a BIOS reflash when they told me they were updating mouse drivers, and only then did he explain that it was because the mouse drivers are already up to date. Didn't check battery levels or ask if I could plug in my laptop. Just pushed to do a flash without any regard for any loss of data or access. Also didn't ask if it would be OK to reboot, although I had numerous applications running and processes working on things. They were easily recoverable, but it was highly unprofessional. This was after I explained I I'm a software engineer and security engineer, and explained in length the troubleshooting steps I've already taken over the months to resolve this issue that should have absolutely been caught in their QA before ever selling a single laptop impacted by this bug.

In the meantime I am using a wireless USB mouse most of the time while I keep trying to figure out a solution. When it fails, there are absolutely no events thrown in Windows Events that might indicate what the issue is.

On one of the laptops I haven't done much with I'm going to revert the OS and see if its an issue.. which we can basically use to say whether this is a hardware/HP issue, Microsoft Windows, or Synaptics driver issue. I'll check back to post my findings.. as well as if I see any benefit after I'm about to tweak the hell out of the BIOS settings.

This is an absolutely BS issue. Given how easy this is to reproduce, this should not be a consumer issue or something that a consumer has to figure out. Shame on you, HP. Absolute shame.