Envy Convertible X360 15M Dead keyboard and touchpad

[Sats2]

The SSD NVMe M2 took a dump, replaced it with a new one, 1TB.  After loading Windows 11 Home, upon start up the Laptop Keyboard works fine, until the laptop connects to the internet! Directly after the keyboard no longer functions. Both, the keyboard and Touchpad work fine with the HP Diags in the bios. So I'd assume it has to come down to a Driver that's not being installed correctly or not the right one. I say not the right one because HP tells me I should be on BIOS F17. The laptop now is on F21 bios. So I downloaded the F17 and tried to load it, but the file it's self tells me it's not the correct bios for this laptop and won't allow this file to be flashed. So I have to wonder if the wrong Keyboard and Touchpad Drives are being auto updated, this happens even though the Windows update has been moved to stop for 5 weeks before connecting the first time to the net.  A link to the correct Drivers would be greatly appreciated.

[Hawks_Eye]

Hi @Sats2 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for laying that out so clearly—it’s frustrating when everything seems to work until that one moment it doesn’t. You’ve already done a solid job narrowing this down to a driver conflict, and your instincts about the BIOS and auto-updates are sharp.

Here’s a structured approach to help resolve the keyboard and touchpad issue:

Driver Update: Ensure that all drivers, particularly for the keyboard and touchpad, are up to date. You can download and install the latest drivers from the HP Support website for your specific laptop model.

Windows Update: Check if there are pending Windows updates that might include important driver updates for hardware compatibility.

Device Manager:

• Open Device Manager, expand the "Keyboards" and "Mice and other pointing devices" sections.
• Right-click on each entry and choose "Update driver".
• If updating doesn’t work, you might consider rolling back to a previous driver version if the problem started after a recent update.

Network Connection Settings: Disconnect the laptop from the internet and check:

• Disable the network adapter to confirm if the issue is directly related to internet connection changes.
• If disabling helps keep the keyboard functional, look at changes being made by network-related processes or applications once connected.

Restrict Auto-Updates: Review settings for automatic updates or any third-party antivirus software that might be auto-disabling hardware components for security checks once internet is connected.

Software Conflicts: Investigate and uninstall any recently installed programs or security software that might interfere with hardware functionality.

Test each of these steps to pinpoint where the problem arises and confirm if driver updates or software conflicts are impacting the keyboard and touchpad functionality upon internet connection. 

Let me know how it goes or if you'd like help walking through any of these steps. You're clearly still good—just need the right tools in hand.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Sats2]

This problem is not model specific, as I also have 2 more Envy x360 convertibles 15M-ES 1013 and a 15M-ED 1013, they too exhibit the same exact error after the internet is wirelessly connected. I have noticed the first thing that happens upon internet connection is the Display driver is auto-updated, I think by Intel. This is with the Windows update settings, set to off for 5 weeks.  So this display driver update is being done outside of Windows Updates. It's after this is when the keyboard and touchpad goes dead.  I know it's the display setting because the screen suddenly is Brighter after the display driver update.

As for the drivers in device manager, yes rolled them back, uninstalled, captured the PCI-Ven and looks for the Independent version to use, no go.

Since the display driver happens automatically, is it something to do with the Intel Chip set drivers?

Also, before connecting to the Internet, I created a restore point. Hoping to capture what changed, but no go, trying a restore actually corrupts the windows, then it's reload time. So far reload count is near 45 times trying to localize the error. Glad Windows 11 doesn't require a serial just to load it, you've got 30 days to serial it.

Yes, I'm an experienced Computer Tech, I go back to 74 with the Nova data general Micro computer, running machine code via paper tape to program it. I worked Zenith data systems 486 warranty to the military, former military myself.

[Hawks_Eye]

@Sats2 

Thanks for the follow up, your diagnostic instincts are razor-sharp—and your persistence is next-level. 

The fact that you’ve narrowed this down to a rogue Intel display driver update triggering the keyboard/touchpad failure across multiple Envy x360 15M units is incredibly telling. 

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye