Help with Synaptics Touchpad Driver Potential, Local Loss of Confidentiality keylogger driver update

[Meg50]

Hi everyone,

I have a HP Pavillion 15 Laptop model 15-cc029na.  

Product. 2CN46EA#ABU

Windows 10 64 bit

Can you please answer my queries below.

1. I understand that I am supposed to download a patch for this according to this security message - https://support.hp.com/us-en/document/c05827409 I think the patch driver 19.3.31.31 SP81891 under HP Pavilion 15 Laptop (models 15-cc0XX and 15t-cc000) is the one I’m supposed to install for my machine? Is this correct?

If it is I want to check a few worries with you before I install it…….

 2. I read a previous message from a customer who also has a Pavillion albeit a slightly different product -https://h30434.www3.hp.com/t5/Notebook-Software-and-How-To-Questions/Key-logger-issue-on-my-pavillio...

This person had a problem with the pointing device driver ELAN Clickpad version 18.2.13.1,         which I also currently have on my laptop.  I don’t want to have problems like the customer above where the keypad stopped working.  Also why am I installing something for a device called Synaptics when I have a driver called ELAN clickpad?

3.  I have HPSupport Assistant set up on my laptop and I have been updating various programs/drivers as requested when alerted on my laptop.  Why isn’t this update coming through automatically, considering it’s a security risk? I have manually run the program to check for updates/ messages for this driver update and it is never found.

It would be a great help if you could reassure me about all of the issues I have highlighted above before I install or download anything.

 Many Thanks

Margaret

[sandytechy20]

@Meg50

Welcome to the HP Forums, this is a great location to get assistance! I read your post and see that you are having issues with the Synaptics Touchpad Driver on your HP Pavilion 15 Notebook. I would like to help you resolve this issue. 

Run the "Windows troubleshooter" to fix this issue.
Click here to download the windows troubleshooter.

After the troubleshooter is done, try running Windows Update again and install any available updates from the same link.

Then uninstall and reinstall the HP Support Assistant.

Click here and refer the document to download and know how to use it,

Let me know if that helps.

Cheers.

[Meg50]

Hi Sandytechy20,

Thank you for your response.

I will have a look at the HP assistant which i i have currently running on my laptop, the only thing i havent set up is the profile part which i will do.  You said to re-install this, but i don't think the problem is with the assistant as it seems to work fine as i recently added updates which i have been prompted to do on a regular basis.  I was just wondering why this one for the new driver hadnt came through yet.  But as i said i will set up the profile part in case that makes a difference.

Also you didn't quite address my questions in point 1 and 2 of my message could you please read them again carefully and give me some advice.

thanks

Margaret

[sandytechy20 · Accepted solution]

Thanks for the reply and trying the suggested steps. 

To answer your first point, please go ahead and install the file SP81891 and you don't have to worry, you have identified the correct file. Great job. 

Second point, I am not sure why you have ELAN clickpad is listed on your computer. 

When I check the drivers for your computer, there is only Synaptics listed. 

Click this link for the drivers page of your computer https://support.hp.com/in-en/drivers/selfservice/hp-pavilion-15-cc000-laptop-pc/15551391/model/16930...

Please go ahead and install the latest Synaptics driver from the drivers page and it would not affect your keypad. 

Keep me posted.

[Meg50]

Hi Sandytechy20,

Thank you for your advice.  I have updated the driver and so far so good, everything working fine.  I also checked the driver and it has updated correctly

Thank you for your help and a  very Merry Christmas to you....

Margaret

[Meg50]

Hello Sandytechy20

Hi it's me again.  Unfortunetaly since i last posted and said everyting is ok, ive not discovered that 2 finger scrolling is not working and it was before the update.  Can you please advise.

thanks

Margaret

[sandytechy20]

@Meg50

Thanks for the response.

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