HP 15-f387wm Windows 10 touchpad issues

[ClD89]

Hello, I have searched and I haven't been able to find an answer. If this question has been asked and solved then I apologize and please direct me to the solution. So my touchpad mouse is not working. I have done all of the updates. I also updated the BIOS. In Device Manager Synaptics isn't even showing up. In Settings it isn't showing up. I have downloaded and installed the driver multiple times after other "fixes" I found to no avail. I'm not sure what else to do.

[Echo_Lake]

@ClD89
Thank you for posting on the HP Support Community.

This could be an issue Synaptics driver/software might be got corrupted. Let's try this workaround suggested by @CesarLuna

 Check what version of the driver you have in the laptop

• Go to the Search window and type "apps & features"
• click enter and a window will open
• click on "Programs and Features" (it should be shown at the right side of the window, below "Related Settings"
• page down or up on that new window and find the Synaptics app, version is shown on the right side (my driver is 19.5.10.75)
• Now you can close all those windows
• You don't need to uninstall the existing driver, it will be replaced once you run the installation program

Download and install the driver

• Go to the "HP Customer Support - Software and Driver Downloads"
  • https://support.hp.com/us-en/drivers/laptops
• click on "Let HP detect your product" or type in the laptop's model (whatever you feel more comfortable with)
• Once you can see the list of all drivers, page down and click on "Driver-Keyboard, Mouse and Input Devices"
• Search for the row that starts with "Synaptics..." and that has the same or higher version you currently have on your laptop
• Click "download" and follow the instructions/prompts

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.

[ClD89]

Thank you so much for taking the time to try and help me, I greatly appreciate it. My driver version is 19.5.10.66 and the website is showing that that is the latest one available.? 

[Echo_Lake]

@ClD89

Let's try installing the previous driver version and check,

Click here to download Synaptics TouchPad Driver "Version: 19.3.31.31 Rev.A"

Keep me posted for further assistance.

[ClD89]

It still isn't working but after downloading that version it is finally showing up in Device Manager. 

[Echo_Lake]

@ClD89
Thank you for the screenshot. 

Glad to see that the device is showing up in device manager. 

Now right click on Synaptics touchpad >select properties >click on the driver > run driver rollback ( If it's greyed out select driver update ) 

Keep me posted for further assistance.

[ClD89]

Rollback is greyed out so I updated and restarted laptop. In device manager it still has the exclamation point by it and this is what it says "This device is not present, is not working properly, or does not have all its drivers installed. (Code 24)".

[Echo_Lake · Accepted solution]

@ClD89
I appreciate your efforts, As, you've performed relevant troubleshooting steps and the touchpad issue persists.  
I suggest this computer needs to ship out for physical diagnosis. Contact our Support and our Support Engineers should be able to check the available service options for your laptop. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[ClD89]

Thank you for trying I really appreciate it.

[Echo_Lake]

@ClD89
You're welcome!

Please feel free to contact us here anytime you need any further assistance.