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denant25
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Solved!

Touchpad driver doesn't exist

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Laptop 15s-fq2016nq
Microsoft Windows 10 (64-bit)

Hello.

I bought a new laptop and the touchpad driver doesn't exist.

These are the drivers that I have, and it only shows the mouse I connected. Also, when I remove the mouse, the pointer and the driver disappears.

Capture2.PNG

Then, when I tried to download the driver, there are very few for my windows version (Win10 20H2 64-bit) and none for the touchpad.

Capture1.PNG

I'd like to mention that when I entered my serial no. to search the drivers, they tell me the laptop is 15s-fq2000 and i have the 15s-fq2016. I don't know if there's any difference.

I tried all the solutions that the virtual assistant gave me. 

What can I do?

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Echo_Lake
HP Support Agent
HP Support Agent
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@denant25

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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denant25
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Thanks for your feedback. 

I did all of the steps, but meanwhile the drivers have been uploaded on the HP site.

I downloaded all of them, but the touchpad still doesn't work and doesn't appear in the drivers list. 

I don't know where the problem is.

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Echo_Lake
HP Support Agent
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@denant25
Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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denant25
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I checked again the drivers properties and I saw this.

Capture5.PNG

It seems that the computer knows that I have installed the drivers, but the touchpad still doesn't work. Does this have any relevance before performing a system factory reset ?

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Echo_Lake
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@denant25

Thank you for posting back. 

 

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/
 

ECHO_LAKE
I am an HP Employee

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