HP ENVY 15-as166nr touchpad cursor and keyboard not working.

[88feederups]

I have an HP ENVY 15-as166nr with Windows 10. The touchpad cursor and keyboard stopped working after a Windows Defender Device Performance and Health suggestion. It said there "One or more of the HID (I think) keyboard may not be working properly to run the hardware and device troubleshooter". 

I didn't see or know of a problem, but I ran the test. It then asked to restart the computer to see if the issue was resolved.

The HID they are referring to is a wireless mouse I use by Logi.

When the notebook restarted, there no cursor and the keyboard did not work.I restarted it again and hit the esckey until the Bios opened, which it did. The f10 etc keys worked as well as the arrow keys.

I restarted it again and still no keypad or cursor.

I was able to get to the device manager and open it. Under keyboards (with the wireless mouse usb plugged in) it  shows

HID Keyboard Device with the caution sign

Standard PS/2 Keyboard with a caution sign

When I touch both to open them they both read  "Windows cannot start this hardware because it's configuration information (in the registry) is incomplete or damaged. (Code 19)

And under mice and other pointing devices it shows

HID compliant mouse shows this device is working properly.

Synaptics SMBUS Touchpad with a caution sign it says (this device cannot start (Code 10) insufficient resourses exist to complete the API.

When the wireless mouse USB is removed it just shows the same responses under the keyboard and mice.

Windows cannot start this hardware because it's configuration information (in the registry) is incomplete or damaged. (Code 19)

Synaptics SMBUS Touchpad with a caution sign it says (this device cannot start (Code 10) insufficient resourses exist to complete the API.

Can you Help?

[IT_WinSec]

Hello @88feederups

Try "turning back time"by using System Restore

System Restore may restore back your PC to a previous time without affective personal files, such as documents, movies, music.

- Please, shutdown the computer using the power button (pressed and hold for a few seconds until PC powers off)

- Power the computer back on.

As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap) before any logo appears. This should open a HP Startup Menu

- Choose/press F11 for System Recovery options.

The computer should boot from it's recovery partition to open you various recovery options. Note, that F11 option will only work if the recovery partition is there (not deleted) and intact. From there, you have prenty of options to choose from. Every HP computer comes with recovery partition present to assist in tough moments.

Please, perform "System Restore" first in an attempt to fix the issue. Please, restore back to previous days (restore point) where the issue was not present. Here is more info:

>> http://support.hp.com/us-en/document/c03327545#AbT5

>> https://www.tenforums.com/tutorials/4588-system-restore-windows-10-a.html

Hope this helps. Let me know how it goes. Provide your feedback/reply.

[upsfeeder88]

@IT_WinSec 

Thank you for your response.

I did the System Restore as you suggested and it came up with an error.

"System Restore did not complete successfully. Your computers system files and settings were not changed.

Details;

System Restore failed while deleting the following file/directory.

C:Windows\WinSxS\wow64_microsoft-windows-com-coml2_31bf3856ad364e35_

An unspecified error occurred during System Restore. (0x80071a2d)

You can try System Restore again and choose a different restore point. If you continue to see this error, you can try an advanced recovery method."

System Restore scanned for the affected drivers or programs and showed nothing detected for drivers or programs that will be deleted or restored. Again there was only one restore point showing, but there was an option to show more so it showed a restore point of 11/6/2018 which I am trying now.

This was the info for the first one I tried.

Date & Time: 11/13/2018 @ 1:31:38

Description: Removed Driver Update 

Type: Undo

The restore point I used was the only one offered and available, but there was an option to show one more restore point on 11/6. I am trying that now.

I also ran some tests.

It said both PS/2 Keyboard and Synaptics TouchPad has a driver problem. There were no solutions offered.

I also ran System Diagnostics a Quick and Fast test and all came back ok.

I will let you know when I get the results of the second restore point. I seriously think there is a problem with the hardware for the Synaptics TouchPad drivers.

LMK your thoughts!

[upsfeeder88]

@IT_WinSec  

Thanks again for your suggestions. I am sorry to report that none of your fixes seemed to work. I did the Stystem Restore with no luck. according to my Diagnostic Check there seemed to be a few registry issues. It actually turned out to be a Windows issue, and I found that information on a Google search. They explained how to get into the registry and change some of the wording. After the changes and a restart my cursor came back but the keyboard still didn't work even with the changes. I tried it to change the registry info  again. After the restart the number keys started to work, but still were unstable. So I did a hard reset which was really easy and the keyboard started working again. Thanks for your help.

[IT_WinSec]

Thank you for posting back.