Erratic Synaptics Mouse Pointer moves by it self, selects screen elements, freezes on screen

[Kevin747]

The Synaptics Touchpad Mouse pointer will start tracking erratically, highlighting screen elements, moving with no fingers on the pad. It will then freeze on the screen or leave the screen and not return. I have updated windows, unloaded and reloaded the SMBus Driver 19.5.35.54. Downloaded and installed a new driver from HP. Checked for and installed several HP updates including BIOS. HP support session did a cold start and diagnostics. Checked for malware and then disabled the Touchscreen. They said I could use one or the other but not both together. I thought it was fixed, said thanks and ended the session. The mouse worked for about an hour. The touchscreen enabled or disabled doesn't matter.

[Echo_Lake]

@Kevin747

Thank you for posting on HP Support Community.

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Kevin747]

My laptop is out of warranty. Will HP still be OK to help me? Do I have to purchase help? I can do some tech stuff but the factory reset may be more than I can do. I have the AVG security running on this HP 15 Jaguar laptop. will that be a problem? Kevin

[Kevin747]

When I go to the HP support page there is no option to get tech support. I am shown that my machine is out of warranty and directed to the support community. 

[Riddle_Decipher]

@Kevin747 I have a few steps that should help us isolate this issue, as echo_lake is away I'd like to give my 2 cents:

Attempt using an alternate/external mouse.

(If that works when the touchpad is disabled on device manager, 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).

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.

Also, I'm afraid if this turns out to be a hardware malfunction and the device is out of warranty, you may have to get the part replaced at your own cost or If you have an HP authorized service center near by, you should be able to take it to them and have it checked,

Here is a link to HP Service Centers, by Country/Region: Click here 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[Kevin747]

9/13/20...I have installed a new windows update that has the new touchpad driver 19.5.10.69 replacing 19.5.35.54.  Still having the same pointer issues. Pointer freezes, moves erratically by its self, auto selects text and images, auto scrolls to end of page, etc. Windows, BIOS, Intel Drivers, HP chipset drivers, all up to date. All older touchpad drivers failed. Did a Windows backup to USB drive. I run an AVG Security full scan every 2 weeks. AVG TuneUp runs automatically every start. Looked at restoring the Jaguar back to factory settings. Asks to set aside 4 to 6 hours to do that. Not something I want to do yet. I do have a 10 year old USB mouse I could try. Hours of research and many posts on tech blogs tell me that this is a very common problem. Some claims of incompatibility between Synaptics drivers and Windows OS. I do remember that there was always a Synaptics Icon in the Task Bar. It no longer loads at startup. I had been able to get it back from the Device Manager/Touchpad/Settings page in the past few days but not today. The Intel Update icon is gone too. Today there was no pointer at startup. Did a restart and the pointer has been OK for hours. It will still auto select text and image elements. Another strange thing. Sometimes when the pointer freezes I am able to reactivate it by holding "cntl + alt" and moving my finger on the touchpad. When the pointer starts getting out of control I have to restart, cold start, or hold power button to stop and then restart. So if this is hardware, wouldn't the pointer always go crazy?

[Riddle_Decipher]

@Kevin747 I appreciate the details, however, just to confirm, did you connect an external mouse and check if that works? as suggested before?

Keep me posted.

[Kevin747]

I finally get an external mouse and installed it when the touchpad was not working. The external worked. So I guess I have a bad touchpad. The touchpad lasted just long enough to get past warranty. I have been trying to fix this problem since July 20 2019. I purchased it on July 18 2018. Paid $200 for tech support to fix it too so I am in now for $700. So what do I do now? Will a new touchpad work right? This one is so ultra sensitive. After seeing so many postings on the net about touchpad issues I am more than just a little worried.

[Echo_Lake]

@Kevin747

Thank you for posting back. 

Not to worry! Our service center will repair the defect parts and return your computer in working condition. 

And, also you will get after repair warranty from HP so that you don't have to worry it will be hassle-free repair service. 

Using repair order service number you can check the order status: Check your HP service order status online

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Kevin747]

I have been using a Logitech wireless mouse when the touchpad is erratic. Most of the time it seems to work fine. Not this time. Still having the same issues with the pointer freezing and getting erratic while using the Logitech. I have found that I can go back to the touchpad, press and hold Control + Alter, then I can move the pointer again. Sometimes the touchpad will work for a while. If not and the pointer gets erratic again I open the Touchpad Control Panel in Devices. Open Additional settings and enable the Reset. This will sometimes restore proper function. So now I don't think this is a touchpad board issue. If the board was bad I would think the pointer would always go wrong and pressing keys would not change anything. Can you ask Synaptics about this? Maybe I have something running in the background that is in conflict with the pad driver. Also doesn't the Logitech mouse use a different driver?