Mouse pointer missing

[garcia82]

I upgraded this laptop to Windows 10 a long time ago and it all worked fine until last week.

After an update, the keyboard would not work (but the mouse did).

I used the mouse to go to the device manager and delete the keyboard, which Windows added back.

Now the keyboard works but the USB mouse does not work.  There is no pointer at all.

When i Boot up with F2 the mouse works in the diagnostic tool.

In windows 10 there is no pointer at all.

My webcam and external USB hard drive both work fine.

I did go thru every USB device and delete them - nothing improved.

FYI. The Synaptics touch device does not work either, but I have never used that in all the years I owned this laptop.

The only ! in the device manager is the synaptics device.   i don't really care about fixing it.

I have successfully uninstalled KB3200970 but the mouse pointer did not appear.

Windows update automically reinstalled KB3200970 right after my test of that theory.

I ran out of options.  Would appreciate any help (remember all instructions have to use keyboard only)

[Chimney_83]

Greetings @garcia82, 

Thanks for the post, I understand you are unable to use the touchpad on your computer after upgrading to Windows 10. I would like to help. Kudos to you for trying to troubleshoot the issue on your own. 

Synaptics is the software/driver that is meant for the touchpad to work correctly. I would like to know if there is a light/dot on the top left corner of the touchpad, it is actually a button to turn the touchpad off/on. If the light is ON, tap it couple times for the light to turn off and the touchpad should respond correctly. 

Alternately, recommend you to install and run HP Support Assistant to check for driver updates for your computer. 

Windows 10 drivers for your computer are not available from HP Website. (This means you would need to use/install generic drivers which provide limited functionality.)

Let me know if this helped. Please do reply for further assistance. 

If the information I've provided was helpful,
Give us some reinforcement by clicking the solution and kudos buttons,
That’ll help us and others see that we’ve got the answers!
Good Luck.

[garcia82]

Thanks for replying Chimney_83.

However, I am not interested in fixing my touchpad. I am interested in fixing my USB mouse. 

I have 4 USB HP mice that all work fine on my other 4 HP computers, but not this HP laptop.

The device manager says the USB mouse is "working properly" with any of the 4 mice plugged in.

But Windows 10 will not display a mouse pointer on the screen.

I enabled the mouse option to draw circles on the screen when I press the control key.

The circles are always in the center of the screen.

To answer your question, the little orange light just above the indentation where one double taps is off.

The device manager says Code 10, the touchpad device cannot start.   But the touch pad works when I boot F2.

I have downloaded touchpad drivers but windows won't let me install them.

As soon as I uninstall the existing driver windows puts it back.

I really have no interest in fixing the touchpad.    I want my USB mouse to work.

How do I get windows 10 to display a pointer and let the USB mouse move it?

I tried disabling the touchpad instead of uninstalling it - no help.

Jerry

P.S. i do have HP support assistant installed and searched for updates.   I even tried to use the trouble shooter and pulled out the battery of the laptop as instructed.   No help.

[Riddle_Decipher]

@garcia82

Thank you for the update,

I understand you want to  fix the issue with the wired USB mouse (Please let me know if it's a wireless mouse), nevertheless, the issue could be related to the USB controller drivers,

Hence, I would recommend reinstalling all the USB Root hubs (one after the other) from the device manager, just as you fixed the keyboard issue previously.

As for the touchpad issue, I recommend downloading the latest drivers for all your components to ensure a complete fix: click here for the drivers.

Let me know how that pans out,
I hope you have a good day ahead,
And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.
Regards,

[garcia82]

Thanks for your reply Riddle_Decipher

Yes.  I have 4 different wired USB Mice.

I did it last week, but today I uninstalled all USB devices and Windows put them back.

Two of them have the word "root" in their name.

Then I walked thru each one and attempted to updated drivers.   In each case I have the latest already.

An updated driver was installed on the 2 devices with a chipset in their name the first time i did this but nothing was fixed.

I believe my USB is working for 3 reasons: The USB webcam works.  My USB hard drive works.

and one of the mice I have installs as both a HID mouse and an HID keyboard because there is a

special button on top of the mouse that acts like alt-tab.   The special button on top works but

there is no mouse pointer and all mouse movement is ignored just like the other mice.

Are there any experts out there who understand what could make Windows 10 ignore USB mouse events and hide the pointer from the screen?

Just for fun i figured out how to install an old touchpad driver.   The key is to disable Windows Update with Services.msc first.    That way, when i use control panel to uninstall the synaptics touchpad, windows does not reinstall it during the forced reboot after the uninstall.      (USB mouse did not work with the TP uninstalled)

I installed the touchpad driver from the HP site you reference. It was version 16.2.10.12.   (sp58669.exe).

the device will not start (code 10) just like the new driver.    (USB mouse still no worky)

Then I enabled windows update again in services.msc.

It prompty put back the latest synaptics driver version 19.0.19.1 without any notification it was doing it.

the device still will not start (code 10).

I think the touchpad is a dead end.  I never liked it anyway.    I just want a working mouse.

Jerry

[Chimney_83]

Thanks for the reply, 

Could you please help me with the product number and the make of the USB mouse which are not responding. Will try to find out if there is a fix for it. 

Awaiting your reply. 

If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, that’ll help us and others see that we’ve got the answers!

[garcia82]

These are my USB mice.

hp mogiuo 704223-001

hp m-uae96 265986-007

hp MOCIUL 498105-001

hp m-uae96 265986-003

All work fine on my Pavilion 23 which also runs Windows 10 and my older HP Pavilion that runs windows 7.

Do you know how to un-mark this thread as "solved"  i have no idea how I did that and the problem is not solved.

Jerry

[Chimney_83]

Thanks for the reply,

I unable to find any information on the USB mice details you have provided. Request you to provide the product number of the mice. Usually, it looks like H4B81AA.

Since you have mentioned that the mice work fine on the F2 system diagnostics screen, I recommend you to reset the PC without loss of data and try. I recommend you to try this step as you have uninstalled the USB controllers and restarted the computer and it is still not responding. 

Keep me posted and I hope you have a good day ahead,

If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, that’ll help us and others see that we’ve got the answers!

[garcia82]

I am not sure what you mean by reset the PC.

What I did was turn off power, unplug and remove the battery. wait 5 seconds and put it back together.

No change.   Still no mouse pointer.

I figured out how to change the threat back to unsolved.   Much easier to figure out on my desktop PC with a mouse.

Jerry

[Chimney_83 · Accepted solution]

Thanks for the reply, since you mentioned that the pointer was accessible in F2 screen, recommend you to perform as Windows Reset without loss of data. This will reset the settings of the drivers/applications. Refer to this article for assistance. 

If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, that’ll help us and others see that we’ve got the answers!