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b_manater1
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Envy x360 15 with a ryzen 5 processor. Touchpad and keyboard do not work.

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HP envy x360 15 with Ryzen 5
Microsoft Windows 10 (64-bit)

I have an Envy x360 15 with a ryzen 5 processor. Touchpad and keyboard do not work unless I shut off, flip the unit upside-down a few times and start up again.  After a minute or two, my mouse cursor freezes, disappears and the touch pad and keyboard are nonresponsive again.  This is while I am using it as a laptop and not moving it or tilting it.  I'm sure it's an orientation/gyro sensor problem, but I don't know what device to disable or where the sensor is physically located to replace.  All the advice I see is for an intel sensor system.  There is no Intel Integrated Sensor Solution in the device manager. This problem is maddening. Please help.

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KrazyToad
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@b_manater1

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

 

HPSA will automatically search for all the latest drivers for your Notebook

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

 

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

 

Keep me posted how it goes

 

Thank you and have a wonderful day 😊

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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b_manater1
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Thank you for your suggestions. My fault for not including in my original post is that I have tried HPSA, then a test drive with a fresh copy of windows and reinstalling windows. Both times with fresh copies of windows, the keyboard and touchpad work fine until I connect to the internet and windows updates and the drivers are being loaded. Even if I boot into a live linux OS, the symptom appears.  What component must I replace to replace the gyro sensor?

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The_Fossette
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@b_manater1

 

I recommend you contact support and they will assist you in this regard.

 

Here is how you can get in touch with support.

 

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

 

Cheers!

The_Fossette
I am an HP Employee

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