Clickpad not working

[vandenberg77]

After recently upgrading to Windows 10 from Windows 8.1, my clickpad has stopped working. I have tried reinstalling the driver from HP's website but that has done nothing. Anyway to get this fixed? Thanks.

[Flower_Bud]

@vandenberg77

Thanks for stopping by the HP community. A very good day to you. 🙂 I reviewed the post regarding random touchpad and touchscreen issues. I will be delighted to assist you here.

Superb description and stupendous diagnosis of the issue before posting. Kudos to you for that. 🙂 You are a valued HP customer and it is paramount to assist you with it. I take it as a privilege to share this platform with you. 🙂

First off, to assist you better, I would require more information regarding this.

• Is the touchpad not responsive always or is it randomly unresponsive?
• Did you run diagnostics on the touchpad?
• Did you try to check with an external mouse to see how that works?
• Please let me know the complete model# or product# of the unit?
• Did you perform a system recovery to factory settings and check if the issue has been resolved?

For a start, please perform these steps.

Enable the Touchpad or ClickPad

On some touchpads you can turn on or off the TouchPad by double tapping in the upper left corner of the TouchPad. Double tap to turn the TouchPad on, repeat to turn the TouchPad off.

If you can't enable the touchpad by double tapping in the upper left corner, you can try enabling it from within Windows using the following steps.

1. Search Windows for 'mouse button', then click the Mouse or Change mouse settings Control Panel setting in the results.
2. Click the Device Settings or the ClickPad Settings tab of Mouse Properties. If you have a Synaptics device, the tab includes the Synaptics icon  and might vary from the graphic.

   Figure: Device Settings

   

3. Select the desired touchpad under the Devices list, and then click Enable to turn on the device.

   NOTE: If you wish to turn off TouchPad, click Disable.

Update the TouchPad or ClickPad driver with Windows Update (Windows 10)

If you are unable to turn on a TouchPad or ClickPad on your laptop, follow these steps to find and install updated software and hardware drivers for your computer with Windows 10:

1. In Windows, search for and open Settings, then click Update & security.
2. Click Update & security.

   Figure: Settings

   

3. Click Check for updates.

   Figure: Update & security

   

4. Windows Update checks for recent updates.

   Figure: Checking for updates

   

5. The available updates are displayed and installed automatically.

   Figure: Updates

   

6. Restart the computer.

Perform a hard reset (Notebooks)

A hard or forced reset can restore computer functions by erasing all information in the memory and clearing and reestablishing the software connections between the BIOS and the hardware.

1. Turn off the computer.
2. Remove the computer from any port replicator or docking station.
3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.
4. Unplug the AC adapter from the computer.
5. Turn the computer over and look for a battery compartment door to determine if your computer has a removable battery or not.

   • If you see a battery compartment door, your computer has a removable battery. Remove the battery, press and hold the power button for 15 seconds, reinsert the battery into the compartment, then continue to the next step.

   • If you do not see battery compartment door, your computer does not have a removable battery. For most notebooks with non-removable batteries, press and hold the power button for 15 seconds to complete the reset, then continue to the next step.

     NOTE: The following models require different button presses to complete the reset:

     • HP ENVY 17 2D and 3D and ENVY 15-3000 series: Press and hold the power and the Beats buttons for 8 to 10 seconds

     • HP Folio 13: Press and hold the power button for 8 to 10 seconds

     • HP ENVY 14 SPECTRE: Press and hold the power and the Mute buttons (on the right side of the palm rest) for 8 to 10 seconds

     • HP EliteBook Folio 1040 G1: Press and hold the power and the Mute buttons at the same time for 15 seconds or until the computer restarts

     • HP EliteBook Folio 1040 G2: Press and hold the power and the Mute buttons at the same time for 15 seconds

6. Reconnect the AC adapter to the computer and a power source, but do not connect any of the peripheral devices.
7. Turn on the computer.

   If a startup menu opens, use the arrow keys to select Start Windows Normally, then press the Enter key.

8. After reconnecting any peripheral devices, run Windows Update and HP Support Assistant to update all device drivers.

Run HP PC UEFI Hardware Diagnostics Component test (F2) for Mouse

HP provides diagnostic software you can use to test hardware components on your computer and confirm hardware failures when you suspect something is wrong. Use HP PC Diagnostics UEFI as the preferred method for testing hardware.

NOTE: HP occasionally makes updates to its HP PC Hardware Diagnostics (UEFI) environment. To download the latest version, go to the HP Hardware Diagnostics (in English) website.

Run the HP PC Hardware Diagnostics (UEFI) to run tests on the computer's main components:

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press the F2 key repeatedly, about once every second until the HP PC Hardware Diagnostics (UEFI) main menu displays.
3. From the main menu, run hardware tests and view the test logs, change the language, access system information, check the UEFI version number, and find the address for the UEFI website.

   Figure: HP PC Hardware Diagnostics (UEFI) main menu

   

4. Select Component Tests.
5. Select Mouse. There are two mouse tests to determine if the mouse is functioning correctly, the Pointer Test and the Drag and Drop Test.

   Figure: Component Tests options

   

6. Select the test you want to run and follow the instructions.

    Bluetooth devices are not currently supported.

   NOTE: If you need to end a test before it is complete, press the Escape key (esc).

7. If the component fails a test, write down the information so you have it available when you contact HP Customer Support. The information is also available in the Test Logs on the main menu.

• If any component fails please make a note of the failure Id or the test results. You will need to contact HP phone support to get the computer serviced.

• Step 1. Open link: www.hp.com/contacthp/

  Step 2. Enter Product number or select to auto detect

  Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

  Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

  They will be happy to assist you immediately. If the unit is under warranty repair services is taken care of by the manufacturer’s warranty.
  
  If the diagnostics pass, perform System Recovery: Click here.

NOTE: BACK UP YOUR PERSONAL DATA BEFORE PERFORMING SYSTEM RECOVERY.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

[vandenberg77]

Hi Flower_Bud,

When entering UEFI mode, I noticed that the trackpad immediately began to work, but as soon as I booted into Windows, the trackpad no longer worked. I attempted to remove the Synaptics driver and get the one from HP's website for my particular model but after the install was complete it would no longer work. Moreover, there was no available driver in HP Support Assistant.

The Product Number is: 11-d010wm

It is running Windows 10 version 1709, build 16299.251

[The_Fossette]

@vandenberg77,

I am the The_Fossette. It looks like you were interacting with @Flower_Bud, but he is out of the office today so I'll take over from here. 

I would like to know when was the last time the touchpad was working fine?

I recommend you do a system restore back to the date when the touchpad was working fine. Follow the steps in the below article to do a system restore.

http://hp.care/2wYMB2R

Let me know how it goes and you have a great day!

If the solution provided helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. Your feedback counts!

Take care.

Cheers!

[vandenberg77]

Hello,

The touchpad was last working in Windows 8.1, but as soon as I upgraded to Windows 10, the clickpad stopped working. It doesn't appear to be a hardware issue because it works in UEFI mode.

[Flower_Bud]

@vandenberg77

Thank you for replying with this detailed response 😉

I appreciate your time and efforts,

Have you tried a system restore?

Have you tried "Update the TouchPad or ClickPad driver with Windows Update (Windows 10)" from my first reply?

If yes, I suggest you try creating a new user account and check the functionality of touchpad in the new account.

If the issue still persists, please perform a system recovery following steps from my first reply. 

Keep me posted,

Have a great day 🙂