HP notebook - Jumping cursor issue

[DED07]

I have a HP Envy X360.  I have turned all the touchpad options off.  I use IE. intermittenly the cursor will jump to the upper right cover and sometimes close the screen.  I have uninstalled the drive for the touchpad and reinstalled and HP's older one.  Then windows 10 did an update.  I then had to go into the registery to be able to keep the setting of the touchpad after a reboot. This started happening about 2 weeks ago.  Is this a Windows 10 issue.  I notice in other post this happens with 7 and 8.  Any ideas of the jumping curser.  I does not happen all the time, very intermittent.

[sandytechy20 · Accepted solution]

@13981595

Thank you for visiting the HP Support Forums and Welcome. I have read about your HP Envy X360  Notebook and the cursor jumps while typing.

Don't worry though as I have a few steps to determine the issue and find a solution as well,

• Go to your device manager (Right click Computer, click Manage, select Device Manager) 

• Right-click the device name in the list that corresponds to your keyboard 

• Click update software driver, click browse computer for drivers 

• Click search from a list of existing drivers 

• Uncheck show compatible hardware 

• Select Microsoft on the left side 

• Select Microsoft Basic Mouse.  

• Click next and install the driver.  

• Then restart your computer in normal mode, and if the keyboard and mouse work, reinstall the drivers from the HP Website.  

Let me know how it goes.

Cheers.

[DED07]

several issues with the instructions.

• There are no mouse selections under keyboard
• Under Mice and other pointing devices there is no Microsoft Basic Mouse only classic mouse device and the Windows 10 would not load that driver.
• The current device is a Synaptics SMBus TouchPad.  I selected Synaptics SAMBUS TouchPad (bottom slection there are 2) and then the click buttons do not work.  I had to connect a USB mouse to be able to click and roll back the driver.

[sandytechy20]

@DED07

Thanks for the reply.

I Appreciate your time and effort.

I understand the issue better now.

I recommend you to uninstall any generic synaptic drivers showing up for the touchpad under hidden devices from the device manager: 

• Click Start, point to All Programs, point to Accessories, and then click Command Prompt. 

• At a command prompt, type the following command , and then press ENTER: 

set devmgr_show_nonpresent_devices=1 

• Type the following command a command prompt, and then press ENTER: 

start devmgmt.msc 

• Troubleshoot the devices and drivers in Device Manager. 
  NOTE: Click Show hidden devices on the View menu in Device Manager before you can see devices that are not connected to the computer. 

• When you finish troubleshooting, close Device Manager. 

• Type exit at the command prompt. 
   
  Note that when you close the command prompt window, Window clears the devmgr_show_nonpresent_devices=1 variable that you set in step 2 and prevents ghosted devices from being displayed when you click Show hidden devices. 

And then download a new version of the synaptic drivers using this link: Click here  

Update the bios on the notebook.

Click here and refer the document to perform the bios update.

Let me know how it goes.

Cheers.

[DED07]

I was not able to upgrade the Synaptic driver. There was a newer version 19.0.19.1 on the synaptic web site (current 19.0.12.107), but windows stated the best driver was already installed and would not install the newer driver.

I did upgrade the BIOS from F.23 to F.29.  This did not make a differrence.  Make me wonder if it is a hardware issue with either the touchpad or the touchscreen.  The strange thing is that is not only goes to the upper right corner, but will close a program if it is full screen and this can be very frustrating.

[DED07]

I think I am going to change the keyboard/touchpad assembly.  I restored a backup before it started and that made no difference.  This confirms my suspections it is a hardware issue and not a software issue.  I have also experienced issues with the keyboard and the space bar not working some times.

What is the part number for this HP Ency x360 m6 Convertible?

I have taken this assembly off to replace the hard drive to a SSD.

[MKazi]

@DED07

Thanks for replying.

As @sandytechy20 is out of the office, I'm replying to you. 

Please let me know the exact laptop model no. This link will help you to find the model no: http://hp.care/2bygf7l

You could also contact our HP phone support or visit the HP PartSurfer website to check the part availability. 

You could run a  hardware test by following the below steps:

• Shutdown the laptop.

• Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

• On the main menu, click Component Tests.

Figure : Selecting Component Tests from the main menu

• The Component Tests menu displays. Your Component Tests menu might be different, depending on the components installed on your computer.

Figure : Sample list of Component Tests

• Mouse/Touchpad Tests - There are two mouse tests to determine if the mouse is functioning correctly - the Pointer Test and the Drag and Drop Test.

Hope this information helps. Keep me posted. Cheers! 🙂

[DED07]

I used the HP PartSurfer.  I do not see the keyboard/touchpad in the advanced or general list.  Below is the information for this laptop.  This issue is getting worse.

HP Envy x360 m6 Convertable

S/N: [edited]

Product #: MIV66UA#ABA

[sandytechy20]

@DED07

Thanks for the reply.

I appreciate your time and effort.

This issue may require one to one interaction with the HP Phone Support.

I suggest that you contact HP Phone Support for further assistance at the link: www.hp.com/contacthp

You have a good day ahead.

Cheers.

[DED07]

When I try to call 800-474-6836 there is a survey and then a hangup.  Warranty has expired.  Do you have a valid number to call.