HP Pavilion 13-b000no issue with Synaptics Touchpad

[N92]

Hello!

I'm having issues with my touchpad not working.

System information

Current Synaptics SMBus TouchPad version: 19.2.4.10 (changing version frequently, see below)

Windows 10 Home x64, version 1703

HP Pavilion 13-b000no

Problem description

The problem occurs exclusively when the computer has just been started, there is no cursor and no response from the touchpad (connecting a USB mouse works). The problem seems to occur after the computer has not been used, i.e. turned off, for a while (hours/days), restarts do no trigger the problem. A temporary solution has been to update or roll back the driver everytime this happens. 

I've tried the following

1. Updating Windows 10
2. Making a clean install of Windows 10
3. Uninstalling the driver completely and then installing the software from the support page for this PC (I've tried both the latest software and the oldest).
4. Device Manager > Synaptics SMBus TouchPad > Upgrade Driver
5. Device Manager > Synaptics SMBus TouchPad > Roll Back Driver

All of the four methods above work for some time and then the problem comes back and I'm unable to deduce if the problem stems from the hardware, software or windows or a combination of the three. 

I have not spilled any liquid on the computer nor have I ever disassembled it.

Are there any alternatives to the current TouchPad software I use that I can try?

Thanks

[The_Fossette]

Hi @N92,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

I reviewed your post and I understand that the touchpad stops working randomly.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

• When was the last time the computer was working fine?
• Have you made any software or hardware changes on the computer?

Meanwhile, I recommend you uninstall the touchpad driver and download and install it from the below link and check.

http://hp.care/2j58Dtb

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care.

Cheers!

[N92]

Hello and thank you for your reply!

The last time the computer worked fine was after rolling back the mousepad driver. It works fine after every rollback until i restart it again, then I have to roll it back again for it to work. So I repeat this process everytime I start the computer (either rolling back or updating, If I rolled back last time I can only update the next time and vice versa).

I've tried installing the driver you provided (sp81891/v. 19.3.31.31 Rev.A), again it only works for a few days and then I'm back to having to rollback/update the driver for the mousepad to work. I've also tried uninstalling and installing an older version of the driver nameley  sp72390/v. 19.0.12.98 Rev.A with no success.

I've made no hardware changes and no software changes apart from windows updates.

[sandytechy20]

@N92

I see that you were interacting with @The_Fossette. I'd like to help.

Thanks for the reply.

I appreciate your time and effort.

As you have already tried these steps and still having the issue, I would personally suggest you contact our HP phone support for further assistance. If your product is Out of warranty then remember to choose the paid options to get the tech support number.

They might have multiple options to help you on this.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

Cheers

[N92]

Thanks for the reply.

I've checked the warranty status and it was expired and I don't feel inclined to pay additional money to be able to get phone support.

If I solve this somehow I'll come back and post the solution.

N92

[N92 · Accepted solution]

Update: I think I have found what triggers the problem.

It seems to be the when the option "Change what closing the lid does" is set to "Hibernate". The malfunction only occurs when I physically close the lid and it goes into hibernation, using the sleep or power button to put it into hibernation does not trigger the problem. Having the computer running on battery or plugged in directly to the power yields the same results. I've earlier gotten the impression that powering the computer off also triggers this but I think it was due to the fact that I pressed "Shut down" and then closed the lid before the shut down process finished, putting it into hibernation instead. 

Solution: I've changed all options from "Hibernate" to "Sleep" in "Change what closing the lid does" because "Sleep" does not trigger this malfunction. I've also made sure that the box  "Allow the computer to turn off this device to save power" is not ticked, found under Device Manager > Mice and other pointing devices > Synaptics SMBus TouchPad > Properties > Power Management.

N92

[sandytechy20]

@N92

Thanks for the reply.

I appreciate your time and effort.

Good to know that issue is resolved.

Feel free to contact us in feature if you need any assistance

Cheers.