windows 11 installation issue

[Na133]

Hello HP Support Team,

I am experiencing an issue while reinstalling Windows 11 on my HP laptop.

Windows Setup starts normally from a USB installer, but at the screen “Where do you want to install Windows?”, both the built-in keyboard and touchpad stop responding, making it impossible to select a disk or continue the installation.

The keyboard works correctly in BIOS/UEFI and HP Hardware Diagnostics, but not inside the Windows installer.

I have already tried:

• Recreating the Windows 11 USB using Microsoft’s official tool

• Cleaning and repartitioning the disk (GPT/UEFI)

• Booting without Secure Boot

• Multiple restarts

The issue appears to be related to missing input drivers during Windows Setup.

Please advise whether HP Cloud Recovery is the recommended solution for this model, or if there is another supported way to complete the Windows 11 installation.

Thank you for your assistance.

Nadia Akbari

[tk_srq]

@Na133,

Connect a wired or wireless mouse to the notebook.

The same thing happened to my two years old notebook, but a wireless mouse did the job.

If you provide the full product number (ProdID) of your notebook, we can check if HP Cloud Recovery is available to your model.

[Na133]

 

[Na133]

Hello, good day and thank you for the response! This solution didn’t unfortunately work as well. The external mouse just stops working as soon as it is in the disk selection part of installation!

[Na133]

System Information Product Name		HP Spectre X360 Convertible 13-apoxxx
System Family		HP Spectre
Product Number		5KS14EA#ABD
System Board ID	8514
Born on Date		01/24/2019
Processor Type		Intel(R) Core(TM) 17-8565U CPU @ 1.80GHZ
Total Memory	16 GB
BIOS Revision	F.47
Serial Number		5CD8470LQV
System Board CT Number		PHSKHO28JBKOEP
Primary Battery SN		00887 10/15/2018
Build ID		18WW2S1T603#SABD#DABD
Feature Byte		3K6b 7B7N 7W8A aBaH apaq…

[tk_srq]

HP supports Cloud Recovery Too only for notebooks which are less than 5 years old. Your notebook is older than that.  I checked the recovery tool availability for your model at the link below, and an error came out.

Cloud Recovery

Obviously, you had to use the touchpad at least a couple of times before reaching the screen 'Where do you want to install Windows?' so, I don't know if it's an input driver issue or not.

My only suggestions are: change the way you created a W11 installation usb drive and use a different usb drive.

If you used a utility tool to make an W11 ISO file bootable, use Media Creation Tool (MCT). If you used MCT, try Rufus.

Try a different usb drive. You just need a min. 8 GB usb drive.

And one more thing. Try W10 instead of W11.

Download Windows 10