15-cb005ng two finger scrolling not working

[w202mg]

Hey guys,

after reinstalling my OS after updating internal SSD I noticed the touchpad in my notebook is not working properly. Two finger scrolling is not working. I tried all version of Synaptics drivers. If I go to the touch pad settings and try to open advanced settings, I'm getting an error message that the device is not reachable, touch pad setting are not available at all- I just can set the sensibility of the touch pad. Under Linux all is working well.

I'm running Win 10 64 with all updates installed.

Any help is appreciated.

Thank you!

[ub6424]

Hello @w202mg 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your current system configuration before we dive into your touchpad problem ...

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Start Windows <device manager>

- Expand <Mice and other pointing devices>

- Expand <Human Interface Devices>

--->>> Send screenshot

(3) Please report your results

[w202mg]

Hey @Ub6424,

OS Name Windows 10 Home

Version 10.0.19044 build 19044

System model HP Pavilion Power Laptop 15-cb0xx

System SKU 1UZ80EA#ABD

Prozessor Intel Core i7-7700HQ

Bios Insyne F.41 01.12.2020

Mice

HID

[ub6424]

Hello @w202mg 

Please follow instructions ...

(1) Download and install BIOS Update

HP Notebook System BIOS Update

F.42 Rev.A

24.7 MB

Sep 7, 2021

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

• An available BIOS update resolves a specific issue or improves computer performance.
• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update.

"

(2) Reboot

(3) Let BIOS be installed until it's completely done !

(4) Download and Install/Update

( If any error occurs continue with next one ... )

HP Consumer Desktop / Notebook PC ME Firmware Update

2021.1.0902 Rev.A

33.9 MB

Sep 2, 2021

Download

Intel Management Engine Interface (MEI) Driver

2108.100.0.1053 Rev.E

17.2 MB

Aug 29, 2021

Download

Synaptics TouchPad Driver

19.5.10.75 Rev.C

91.8 MB

Nov 9, 2018

Download

(5) Shutdown ( No Sleep / No Hibernate )

(6) Disconnect charger

(7) Press and hold <power> button for 30 seconds

(8) Connect charger

(9) Test <touchpad> again ...

(10) Please report your results

[w202mg]

Hey,

BIOS is updated to Inssde F.42 16.08.2021, otehr steps also done. The driver is of the last version. Unfortunately still no result.

[ub6424]

Hello @w202mg 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

(2) Connect external <USB> wired mouse !

(3) Start Windows <device manager>

- Locate <Synaptics PS/2 Port Compatible TouchPad>

- Right click -> Uninstall device

(4) Download and install

Synaptics TouchPad Driver

19.5.10.75 Rev.C

91.8 MB

Nov 9, 2018

Download

(5) Reboot and test again ...

(6) Please report your results

[w202mg]

Hey,

I tried it also before, repeated now and it is still the same.

[ub6424]

Hello @w202mg 

--- Solution [ A ] ---

Accept the error ( and live with it ) under Windows

--- Solution [ B ] ---

(1) Please reinstall operating system !

You need to prepare <USB flash drive>

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10

https://support.hp.com/us-en/document/ish_4511095-4511141-16

( All Software and drivers from HP are included )

Your product number (p/n) is supported: 1UZ80EA#ABD

(2) Please report your results