Touchpad and mouse lag, not in safe mode

[bogomir]

Trying to help a friend with his laptop. The pointer/cursor lags/freezes about one time every third second, the cursor then stops about one second, then jumps to its correct position. Very irritating and makes the computer almost unusable.

When he first handed the computer over to me it also had some other problems, like several minutes lag on login screen and such. At that time windows was at build 1703, creators edition.

I've tried everyrhing I can come up with. Tried different mouse, no mouse, no difference (as expected as also the touchpad lags). Checked for viruses etc. Gone through all mouse/pad settings. Now I have even resetted Windows (fresh install with option keep private files), so now its build 1709 and fully updated. Problem STILL there after resetting windows.

In safe mode everything works smooth, both touchpad and mouse. I have even tried in normal mode to stop/quit every service one by one, that isn't running in safe mode, but haven't found any of those making any difference. Have tried to disable non-microsoft services, no difference.

I am totally out of ideas here, ANY help would be much appreciated!!

Thanks in advance

[bogomir]

Noone has any idea? Product number is F9V32EA#UUW

[Riddle_Decipher]

@bogomir

Welcome to the HP Forums 🙂 

I would like to take a moment and thank you for using this forum, it is a great place to find answers. 

As I understand the touchpad/mouse has a lag, however, works fine on the safe mode,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did you try creating a new user account to check if it works on it?

If not, please do, in fact, here's the link to get you started: Click here for the steps.

That said, if the mouse works on the safe-mode, it means that there's a compatibility issue with either an application or setting within the normal boot.

If you have more than one anti-virus program, please make sure you remove it as that could also cause such issues,

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[bogomir]

@Riddle_Decipher

Thank you for the answer.

I have now tried to create a new account, same problem with the mouse/touchpad with the new account. I also noticed now that the problem even exists at login screen (where I choose user and type password).

The only antivirus right now is Windows Defender. Prior to the update to Windows 1709 Avast was used in the 1703 build. However, the problem with mouse/touchpad existed already existed back then, and Avast uninstall tool has been used to remove Avast when now using Windows Defender instead.

Any other suggestions?

Thanks!

[Riddle_Decipher]

@bogomir

Thank you for responding,

It's great to have you back 😉

I have a few more suggestions to help your cause,

Follow the below steps (one after the other until the issue is resolved)

Method 1: Reinstall Mouse Driver

Before we begin, you should try your mouse on another computer to see if the lagging or freezing problem continues. 

If your mouse works well on the other computer, your mouse or the mouse driver could be at fault. To fix it: 

1) On your Keyboard, press the Windows logo key and X at the same time. Click Device Manager. 

2) Expand Mouse and other pointing device.
 

3) Right-click your mouse and click Uninstall. 
 

Click OK. 

If you’re prompted to restart your computer, click Yes. 



4) If you choose not to restart your computer right after the uninstall, go to the tool bar in Device Manager and click Scan for hardware changes.

If the mouse is currently not working, you can press F5 on your keyboard and the scan will start. 

Windows will help you reinstall the drivers for your mouse. 

If Windows cannot help you find the correct mouse driver for your device, you might need to look for the driver by yourself on the manufacturer’s support website. 
 

Method 2: Update Graphics Card Drive
 

Method 3: Check Local Area Network Settings
Disabling LAN and using wireless card to connect to the Internet also helps to solve the problem. To do it: 

1) Click the Start button and select Control Panel. 

2) View by Small icons, click Network and Sharing Center. 

3) Click Change adapter settings. 

4) Right-click your LAN card and click Disable. 

5) In the same window, right-click your Wi-Fi network card and click Enable. 
 

Method 4: End Realtek Audio
Realtek audio card might interfering your mouse, and thus with the lagging problem. To fix it: 
1) Right-click the task bar at the bottom of the screen and click Task Manager. 



2) Right-click Realtek audio.exe and click End Task. 



If the above methods don’t work, go check your Task Manager which applications could be at fault in occupying unconventional amount of disk usage. When you locate any suspicious applications, right-click them and click End Task to see if the mouse lagging problem resolved.  

Other options

1) Disable Cortana. It’s been proved that disabling Cortana helps fix your freezing mouse. 

2) Disable ATI HotKey Poller service. It’s reported that ATI Catalyst drivers including an ATI HotKey Poller service would input lag on certain system configurations. If you don’t need the ATI hotkeys, just disable this service. 

Here is how: 

a) Press the Windows key and R at the same time, type services.msc in and press Enter. 

b) Locate ATI HotKey Poller service on the right side of the pane. Then double-click it. 

c) You will be in the Properties window. Change the Startup type to Disabled. Then click Apply and OK. 



d) Restart your computer. 

3) Don’t use USB hubs to connect your mouse. Directly connect your mouse and keyboard to your computer via the ports at the back of your PC to ensure the best performance. 

4) Try disconnect other USB peripherals, a digital camera, USB disk drive and so on, temporarily to see if this problem is caused by some conflicts.  

Let me know how that pans out

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon,

followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge,

And Have a great day Ahead!

[bogomir]

I am not where the computer is right now, but in my work with it I have tried reinstall mouse drivers several times, doesn't help. Also tried other mouse, both wireless and wire, no difference. There is no other equipment connected to the computer. I have also updated graphic drivers, doesn't help. And about the tasks and services, as I mentioned earlier I've tried to stop each and every service that doesn't run in safe mode, doesn't help. I have also checked that nothing uses cpu, memory or disc excessivly, there is no such issue.

However, I will try the few other stuff you mention when I have the computer in front of me, but I doubt any of it will help.

[Riddle_Decipher]

@bogomir

Thank you for the replying,

Please take your time and get back to me with the results,

I'll be awaiting your response and would be glad to help.

Feel free to post your query for any other assistance as well & let's be optimistic 😉

That said, It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[bogomir]

---

@Riddle_Decipher wrote:

@bogomir

Thank you for the replying,

Please take your time and get back to me with the results,

I'll be awaiting your response and would be glad to help.

Feel free to post your query for any other assistance as well & let's be optimistic 😉

That said, It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

---

I have now tried all the suggestions you mentioned earlier, none of them helped. ATI HotKey Poller service isn't present on this computer. 

Any other suggestions?

[Tlahti]

I had exactly the same problem with Pavilion TouchSmart 15-n018so (that's how I found this discussion in the first place). I finally discovered it was the dual graphics card. All I had to do was to disable AMD Radeon HD 8400 in the device manager. No stuttering or freezing since. Of course it's not the most elegant solution, but it works. (Yes, I tried both updating and downgrading the graphics drivers earlier, that didn't help.)