Synaptics SMBus TouchPad not working on HP au620tx

[tej6767]

Sometime after I bought the laptop, the touchpad stopped working. After a few days, it started working again, but then stopped. Since then I have been using an external USB mouse. However, I have tried resolving the issue in various other ways.

1) Uninstalling the device+drivers, restarting with BIOS --> load defaults. It reverts to default 19.3.31.31, and on updating online, goes to version 19.5 something. The touchpad is still dead.

2) Uninstalling, installing drivers which I found online manually. This seemed to have worked for some others, whose problem was that Windows Update broke the driver and that an older version would work. Again, this did not work for me.

3) I Reset the PC, with my files intact (remove only apps option). Did not work.

The error that the Device Manager window shows is "Code 24". If it has any bearing, my laptop battery is also more or less in its last days, and does not charge above 40-50%.

Please tell me if this seems like a software problem still, or if it can be a hardware issue.

[Echo_Lake]

@tej6767

Welcome to HP Forums,  

This is a great place to get support, find answers and tips,
Thank you for posting your query, I'll be more than glad to help you out 🙂

I see that you're experiencing an issue with touchpad and battery, I appreciate your efforts to try and resolve the issue.
Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

As you've performed relevant troubleshooting steps on the touchpad, Let's run a hardware diagnosis

Use the following steps to open the Component Tests menu.

1. Hold the power button for at least five seconds to turn off the computer.

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

3. On the main menu, click Component Tests.

4. The Component Tests menu displays.

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

   

To run the tests, click Mouse/Touchpad. Select the test you want to run, and then click Run once. Follow the instructions to complete the test.

Battery Test:

Follow these steps to perform the Battery Test:

1. In the Component Tests menu, click Power, and then click Battery.
2. Click Run once. The Battery Test begins.
3. When the battery test is complete, the results are displayed on the screen. For additional battery information, click Battery Details.

Hope this helps! Keep me posted for further assistance.

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

[tej6767]

Hello

Thank you for your response. I ran the mouse/touchpad test. The pointer showed up on screen, but the touchpad was not working -- the pointer did not move, and the test exited after 10 seconds. As for the Battery test, the test was passed, but it showed "Calibration Required (20)". The capacity of the battery is currently 80%, and the battery is 750 days old.

Edit: I am currently running the calibration for the battery, it will take four hours.

Any further steps?

[Echo_Lake]

@tej6767

Thank you for posting back. 

Work on it as per your convenience and keep me posted on the battery calibration result.

[tej6767]

The battery calibration stopped at 50%, when the battery was 43% charged. Two hours had gone by, and it showed that 2 hours were left. An hour later it showed the same ETA. I restarted the computer.

What seems to be the problem, from the info I have given?

[Echo_Lake]

@tej6767

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. As you've performed relevant troubleshooting steps and touchpad test did not go through,
Also, the battery does not hold a charge this sounds like hardware related issue. 

I'm sending out a Private message to assist you with the next course of action.

Please check your Private message icon on the upper right corner of your HP Forums profile

Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage