ENVY 360 15.6 touch screen. keyboard & touchpad not working

[BourboTech71]

Original issue: Touchscreen was not responding

-HID Touchscreen was reported in Device manager (but hidden)

-Disabled/enabled device, then Uninstalled device. Device failed to reinstall on reboot. And has been MIA since that point.

-Uninstalled all HID devices in effort to restart HID subsystem, all reinstalled normally

-Touchscreen did not work in BIOS which indicated hardware issue,  While a pain, I've computed without a touchscreen since the DOS days and I'd live with it for now.

-Then a few days later, the screen was broken by falling screwdriver, so I replaced the screen.

Video-wise, the screen works. But after boot, keyboard & touchpad are not working in regular Windows nor the recovery environment,  but they DO work in BIOS & pass component tests. Touchscreen still absent from BIOS. I ran a full system test and no errors were returned.

-Win Device Manager reported no error for keyboard (generic driver) or Synaptics device (current driver) BUT does show one error:

an 12C HID Device was flagged. Under Events tab it said  device configured but Device not started. Device is listed as

ACPI\ELAN2514\4&222bc2c9&0

MS support worked with me until all avenues were exhausted so I tried resetting PC to factory state.

HP Cloud restore was attempted 3 times but failed due to an error:

FAILED DEVICE_#0

Description : 12C HID Device

PNRDevicelD: ACPI\ELAN2514\48509E7A4&0

My first goal is to solve the keys & touchpad issue - thanks in advance

[Hawks_Eye]

Hi @BourboTech71 

Thanks for stopping by the HP community. A very good day to you.  I reviewed the post. I will be delighted to assist you here.

Superb description and stupendous diagnosis of the issue before posting. Kudos to you for that.  😊 

Thanks for troubleshooting I appreciate all your efforts.

Since you are getting an error while performing factory restore, let us run the hardware diagnostics to check if the hardware has no issues.

Please follow these steps:

1) Shutdown your PC completely, as soon as you Turn on the computer repeatedly press the Esc key to enter the Startup Menu.

2) Now press the F2 key to access HP PC Hardware Diagnostics (UEFI) main menu.

3) On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

4) Click Extensive Test.

5) Click Run once to initiate the test.

Note: It will take few hours to complete the test.

Please note down the failure ID if any.

If the test passes then check if the system recovery was done using the below steps:

First, we need to download the Windows image onto a 32GB or 64GB USB flash drive (Flash drive only, memory cards, USB hard drives are not supported, It has to be 32GB or 64B only)

You can download the Windows image thru 'HP Cloud Recovery App' which can be downloaded from the Windows store.

Refer to the Step:2 on the link below:

And follow Step:4 to reload the Windows from the newly created USB recovery media.

https://support.hp.com/us-en/document/ish_9223491-9126662-16

If our solution hit the spot, please click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left as that would make our day! 

Take care, and have an incredible day ahead! 

Regards, 

Hawks_Eye

[BourboTech71]

Thanks for the reply

I took the steps you outlined

The extensive UEFI test returned no failures, all systems Passed. 

I created new installation media from HP Cloud Recovery app. The result was the same failure: 

FAILED DEVICE #0

Description  :I2C HID Device

PNPDeviceID : ACPI\ELAN2514\4&509E7A4&0

Code :[10]

I have a screenshot if needed. 

[Hawks_Eye]

Hi @BourboTech71

I appreciate all your efforts and patience.

I'm sending out a private message to assist you with the next course of action. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance. 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[spectred]

I have the same issue as above.

Touchscreen, mousepad and keyboard not working.

[BourboTech71]

So, in my case we could not solve the problem - when I used the HP windows restore software the process kept failing due to a hardware problem. Odd to me that all but the touchscreen work in BIOS & pass tests, but not in any Win environment. It was going to be a send-in repair, so for the cost, I'm going to live with an external keyboard & mouse and no touchscreen.  I used the MS installation tool to reinstall Win11 and get it working again. . (side note, for a brief-2 min the keys & touchpad worked in the Windows environment as the last install was finishing up - applying updates, i think.)     Good luck with yours