After installation of Microsoft update KB4509478, Synaptics Touchpad No Longer Functions

[geogherkins]

I posted as a reply to  <link>"https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Synaptics-SMBus-TouchPad-Drivers-for-..." but that post is over a year old so wish to bring this new symptom to the attention of HP. 

After installation of Microsoft update [June 26, 2019 — KB4509478 (OS Build 17134.860)] the Synaptics touchpad ceased to function.

I tried various steps to get it back, without success. Need a solution from HP.

I have also cross-posted to Microsoft, hoping for some traction on this issue. See <link> "https://answers.microsoft.com/en-us/windows/forum/windows_10-hardware/kb4509478-synaptics-touchpad-d..."

Here is what I've tried:

1. removal of Synaptics Touchpad device using Microsoft Windows 10 Control Panel > Device Manager
2. removal of Synaptics Touchpad driver taskbar widget from Microsoft Windows 10 Control Panel > Programs and Features
3. restart
4. download sp92533.exe (from HP FTP site) v 19.5.10.75 and install
5. restart
6. perform detect new hardware in Microsoft Windows 10 Control Panel > Device Manager
7. set View Hidden Devices in Microsoft Windows 10 Control Panel > Device Manager

Nothing seems to work. I suspect that HP needs to develop a new revision of the driver compliant with KB4509478 and/or Microsoft must repair the update to be compatible with Syntapics Touchpad.

Please help. HP Notebook computer is now becoming difficult to use without Touchpad.

HP Notebook 81EB Product ID X0S22UA#ABA, Serial Number CND7183MTL

[Jeet_singh]

@geogherkins,

Thank you for posting your query on HP Community,

Have you tried to connect an external mouse and check if that works. 

First, restart the computer and tap on F10 during restart, once on BIOS screen, move the mouse cursor around to check if it works normally, 

If it does, it would confirm a software issue and you follow the below steps if it doesn't work on its a hardware failure and I would suggest a touchpad replacement. 

Attempt using an alternate/external mouse. 

(If that works when the touchpad is disabled on Synaptics software, it would mean that it's a touchpad failure,

However, if the external mouse doesn't work either, it could be a software/driver issue).

Check the Mouse options under control panel:

Start → Control Panel → Mouse → Buttons tab.
Check the box labeled "Use MS Office compatible scroll only."
Also, check the box below labeled "Scroll in active window only."

 
Attempt using an alternate/external mouse.

Uninstall and reinstall the drivers for your mouse:

Go to the Device Manager and select your mouse. Uninstall it and then restart your computer. During restart, your mouse driver will automatically be reinstalled.

• 1.   Click on Start and type ‘Device Manager’.
• 2.   Click Device Manager.
• 3.   Click + sign next to Mouse.
• 4.   Right-click on mouse entry and choose "uninstall".
• 5.   Restart your computer.

Next thing, I would suggest here is to update the Bios, Chipset and touchpad drivers on your PC from our HP support website, using this link.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Please let me know if this resolves the issue, or if you require further assistance!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[geogherkins]

Good suggestion to go into the UEFI (BIOS) and try the touchpad there, eliminates Windows as a variable. I am on vacation right now but will give this a try and report back.

The other suggestions:

1) I had already plugged in an external mouse using the USB adapter, and that mouse works fine. It is how I was able to get through a day on a touchless computer. Keyboard-only shortcuts only go so far in this new and improved Windows 10 GUI. Windows 7 seemed more tolerant of mouseless or touchless use. 😞

2) HP Support Assistant already updated all available BIOS, Chipset, and Drivers. This was the first thing I tried.

I have also cross-posted as a question to Microsoft (see <link> "https://answers.microsoft.com/en-us/windows/forum/all/kb4509478-synaptics-touchpad-driver-compatibil...") but no help there yet.

Subsequently since this problem asserted, 1 day later, Microsoft upgraded my version of Windows 10 (feature update  from 1809 to 1903). The issue with the TouchPad persisted after the feature upgrade!

Anyway, when I get back I will try the TouchPad using UEFI interface to rule out hardware.

[Jeet_singh]

@geogherkins,

Please take your time and get back to me with the results,
 
I'll be awaiting your response and would be glad to help.

Thank you 🙂

[geogherkins · Accepted solution]

Turns out the laptop had a hardware problem where the Synaptics Touchpad was not communicating with the system board (I suspect a loose ribbon cable). The problem is intermittent and I haven't had a chance to disassemble/reassemble the laptop to confirm all connections are solid. Problem got worse when the keyboard also was not working. Then the laptop was put away, jostled about in a backpack, and restarted with both keyboard and touchpad again working. 

It was coincidental only that Microsoft Updates were due and the laptop was restarted exposing the hardware problem.

[Jeet_singh]

@geogherkins,

I'm glad you were able to figure out the problem. 

I would personally suggest you contact our HP support team for further assistance. Please reach out to the HP Support in your region regarding the service options for your computer.

Hope this helps!