Cannot upgrade to Windows 11

[Ceag]

Hello!

I have to upgrade my laptop to Windows 11, but it says that some Organization Policy issues are preventing me to do so. (There are no such restrictions.)

I started installation from Microsoft website, it lasted one hour or so, started to install it, made a couple of restarts, and reported some problem, immediately started reverting to W10.

ChatGPT found a problem with Synaptics TouchPad drivers.

Anyone?

[Ceag]

Addition:

Dear HP Technical Support,

I am requesting technical assistance with a repeated Windows 11 24H2 upgrade failure on my HP EliteBook 840 G5.

Laptop specifications:

• Model: HP EliteBook 840 G5

• Product number: 2FA66AV

• Processor: Intel Core i5-8350U

• RAM: 8 GB

• Current OS: Windows 10 Enterprise 22H2

• Target OS: Windows 11 24H2

Problem description:

I have attempted to upgrade to Windows 11 twice using Microsoft's Windows 11 Installation Assistant. Both attempts failed during the first Windows 11 boot, and the system automatically rolled back to Windows 10.

I analyzed both crash dumps using WinDbg. Both consistently identify the Synaptics touchpad driver as the cause:

• Driver: SynTP.sys

• Version: 19.5.9.50 (January 14, 2021)

• Bugcheck: SYSTEM_THREAD_EXCEPTION_NOT_HANDLED (0x7E)

• Exception: 0xC0000005 (Access Violation)

• Failure bucket: AV_SynTP!unknown_function

• Faulting offset: 0x578b0

I installed the HP Pointing Device Driver package SP113523 (version 18.0.34.0, Rev.A), but this did not resolve the issue.

Both upgrade attempts produced the same crash.

My request:

Could you please advise:

1. Is there a newer Synaptics touchpad driver compatible with this laptop and Windows 11 24H2?

2. Is this a known compatibility issue with the Synaptics driver on this model?

3. Can HP provide a corrected driver or another recommended solution that would allow me to upgrade without losing my installed applications, files, and existing configuration?

I have also contacted Synaptics regarding this issue.

I would appreciate assistance from a technical specialist rather than a recommendation to reinstall the same driver package.

Thank you for your time and support.

Kind regards