My mouse scroll on my HP ENVY x360 Convertible 15m-cn0xxx keeps freezing up

[servicevet]

Hello.

The mouse scroll on my new computer keeps freezing up in mid-task.  The keyboard still works and the touchscreen still works during the mouse freeze but the mouse sits, unmovable during this.  It lasts anywhere from a few seconds to a few minutes before moving again only to keep repeating the issue over and over.

Please help.

[Jeet_singh]

@servicevet,

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More.

I understand you are having issues with the touchpad freezing. I'd like to help you.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any software or hardware changes on the PC before the issue started?

Have you tried to update the Bios?

Let's start off by performing a Hard Reset -

1) Shutdown the computer. 
2) Unplug all the Adapter and peripherals connected. 
3) Press and hold down the power button for 15 to 20 seconds. 
4) Plug-in the Adapter. 
5) Try to turn on the computer. 

Next thing, I would suggest here is to Run Windows Updates troubleshooter -

Download and install the troubleshooter from this link.

Now try to perform Windows Updates - 

1) In the search box, type and open Windows Updates. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 

If the issue persists, I would suggest you update the Touchpad Driver from Device Manager

- In Windows, search for and open Device Manager.
- In the list of devices, look for Mice and other pointing device, expand the list
- Right-click the Touchpad driver and select Update Driver Software.
- Click Search automatically for updated driver software.
- Follow the on-screen instructions to install the updated driver.
- Restart your computer to complete the installation of the updates.

Next thing, I would suggest here is to update the Bios and Chipset drivers on your PC from our HP support website, using this link.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Alternatively, I would suggest here is to run a test on the touchpad from F2(Please remember to capture the failure ID for further assistance).

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me in further assisting you.

Eagerly waiting for your response!

that said, 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.

[servicevet]

The suggestion didnt work. I am still experiencing the mouse scroll freezing up during operation.

[asmita6658]

@servicevet

Thanks for replying. Appreciate you trying the steps. Have you tried the diagnostic test? What was the outcome of it? 

Let me know. 

[servicevet]

The test says ‘passed’ when running the diagnostics 

[asmita6658]

@servicevet

Thanks for replying. Please try these steps -

1) Right click on the start or Windows icon and open the "Device Manager".

2) Expand the "Mice and other pointing devices".

3) Right click on the "Synaptics TouchPad".

4) Click on uninstall and restart the computer.

If the issue still persists, try creating a new user account -

1) Tap the Windows icon.
2) Select Settings.
3) Tap Accounts.
4) Select Family & other users.
5) Tap "Add someone else to this PC."
6) Select "I don't have this person's sign-in information."
7) Select "Add a user without a Microsoft account."
8) Enter a username, type the account's password twice, enter a clue and select Next.
9) Tap the Windows icon.
10) Select the User icon at the upper left corner of the Start menu.
11) Select the new user. You'll then sign into your account with your password from step 8.

Let me know.