Synaptics SMBus Click Pad Code 24

[mtnhome]

My first time asking a question, so I have no idea if I'm in the right spot. Sorry, if I'm not! Problem: My Click Pad on my HP Pavillion Model [serial number removed] isn't working, and hasn't been working for over a year now. Getting tired of the touch screen, and would like the click pad back. When looking for it this is what happens: The device does not show up initially in the Device Manager and neither does Mice and Pointing Devices. But, they both will show up if I click on "Show Hidden Devices". In which case it lists "Synaptics SMBus TouchPad" with a yellow warning triangle over it. Right clicking its properties says "This device is not present, is not working properly, or does not have all its drivers installed. (Code 24)" If I click on "Update Driver" it says that the driver is up to date. How do I fix this?

[IT_WinSec]

Hello @mtnhome 

Welcome to the HP Support Community.

You can uninstall the Synaptics device in Device Manager similar to what is shown here

and then download and run the latest one available from HP directly (to install it) >> https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-pavilion-15-cc000-laptop-pc/15551391/m...

*N.B! the driver from the HP site/servers is designed for Windows 10 version 1709 and 1803, not tested for the very latest 1809

[Prime_Peter]

I'm facing the same issue but I'm using a HP Envy x360 Convertible 15-bp0xx and running on Windows 10 version 1809...

But I'm confused when you noted that the method you said might not work for my Windows 10 version by 1809...

Please how do I solve this issue because it started like 3 days back and it's so frustrating...

Help please

[IT_WinSec]

---

@Prime_Peter wrote:

I'm facing the same issue but I'm using a HP Envy x360 Convertible 15-bp0xx and running on Windows 10 version 1809...

But I'm confused when you noted that the method you said might not work for my Windows 10 version by 1809...

Please how do I solve this issue because it started like 3 days back and it's so frustrating...

Help please

---

Hello @Prime_Peter 

Welcome to the HP Support Community.

Since your problem started about 3 days ago, you may be able to "turn back time" and restore your system files, settings, registry condition to what it was 3 days ago and this way fix your problem. 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 (like 3-4 days ago)

Here is more info and how to do it:

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

>> 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.

[mtnhome]

Thank you for the reply. I already downloaded the window updates and am using version 1809. Sadly, this didn't work or fix the issue. The clickpad still doesn't work, and I can't even find a mouse setting, or anything hidden in my device manager. Also, there's no clickpad info on my settings either. So, I'm not sure what to do now....

[IT_WinSec]

@mtnhome 

• What exactly is your HP model - could you post the full model and the product number (p/n) ? Serial number is not needed. Here is how to find the information >> http://support.hp.com/us-en/document/c00033108

• Could you please test the mouse/clickpad using BIOS/UEFI hardware diagnostics  - F2 options. Here is an example video >> https://www.youtube.com/watch?v=pQYPYiBYxJE

The video refers to Component test of memory or hard drive, but you can/should test what is called Mouse by the utility. Remove any external mouse devices prior to the test and only use the keyboard

Let me know how it goes and provide the results.

[mtnhome]

Hello,

Model: 15-cc023cl

Product ID: 1KU20UA#ABA

I did the test, these are the results:

Pointer Test: FAILED

FAILURE ID: UCQ6J4-8MN9GX-MFPUQJ-G27PO3

Drag And Drop Test: FAILED

Same Failure Id as above.

Thank you for your time and help with this!

[IT_WinSec · Accepted solution]

Hello,

I checked the error code you gave me and it tells me this is a hardware failure = I/O device failure, mouse device failure.

This is not a software problem and in order to fix it, you will need to bring (or ship) your PC to an HP authorized service center so that the technicians can check and/or replace it.

• If you are not sure where such a center is located, please contact HP support or check the sites below or assistance in finding one. Here is more info:
  >> http://support.hp.com/us-en/document/c00372730
  >> http://www8.hp.com/us/en/store-finder/find.do?bs=SR4&type=authorized
  >> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

• Check these HP videos on the specifics how to prepare and send your computer for repair or service:
  # USA and Canada >> https://www.youtube.com/watch?v=7alIyHJMb6Y
  # UK , Switzerland and EU countries >> https://www.youtube.com/watch?v=IFi6lQ5lU_c
  
  
• If your PC is within active warranty period, the repairs may be free of charge. Contact HP and inform them
• If the PC is not within active warranty period, there may be charges for the repairs.  The error code above tells me the hardware failure and it also tells me your warranty period may have expired. If you believe your warranty period hasn't expired, log a warranty dispute with HP >> https://support.hp.com/us-en/document/c05084516

Hope this helps.  Let me know how it goes and provide an update.