HP Envy 360 - Touchpad Acting Erratically

[Narain2020]

Hello. I own an HP Envy x360 Convertible PC, model 15-AQ293MS, which is out of warranty. Everything is working fine on the laptop except for the touchpad. When I use my finger to operate the touchpad with no external mouse attached, the mouse acts very erratically. For example, if I am trying to click on the Windows start button, all of the sudden, the mouse arrow will jump the other side of the window. When I plug in an external mouse, the mouse arrow will still jump all over the screen as well so this is happening regardless if I use an external mouse or not. I tried using a wireless mouse and the same problem happened. This makes it essentially impossible to do anything on the laptop as the touchpad has a mind of its own and is not working correctly. Here are the trouble-shooting steps I have done so far to no avail:

1) In Device Manager, under "Mice and other pointing devices", I have gone through and uninstalled the devices and reinstalled as well as updated all drivers.

2) Per a Microsoft support agent, I downloaded a Windows 10 ISO file and ran it to re-install any missing drivers.

3) I went through the HP Support Tool and Windows Update and updated all applicable drivers.

Has anyone experienced a similar issue? If so, your help would be greatly appreciated! Thanks!

- Narain

[KrazyToad]

@Narain2020

Welcome to HP Community

I have gone through your Post and would like to help

I appreciate all your efforts and expertise in troubleshooting this issue

At this point I suggest you perform a Reset since the Windows seems to be corrupted

Link: https://support.hp.com/in-en/document/c04742289

Keep me posted

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.
 

[Narain2020]

KrazyToad,

Hello. I tried doing a complete reset of Windows 10 like you suggested and then installed all Windows updates. However, the problem is still happening with the mouse acting erratically. Sometimes when I reboot, the problem goes away as it is currently not acting up as I type this. However, if I reboot or wait a while, the mouse will start acting erratically again. Any advice would be much appreciated. Thanks.

Narain

[KrazyToad]

@Narain2020

Please run a Touchpad Test from F2 Diagnostic and let me know if it's erratic during the Test

- Hold the power button for at least five seconds to turn off the Notebook.
- Turn on the computer and immediately press Esc repeatedly, about once every second. 
- When the menu appears, press the F2 key.
- On the main menu, click Component Tests and Touchpad

Keep me posted

Thank you

[Narain2020]

@KrazyToad 

I ran the Touch Pointer Test, Drag and Drop Test, and Pointer Test and they all passed. However, when I did the Touch Pointer test where I have to click on the multiple cubes on the screen, some cubes were not as responsive when I first touched them. For the remaining cubes, I had to go back and touch them repeatedly to make them disappear. If you could advice me on next steps, I would appreciate it. Thank you.

- Narain

[KrazyToad]

@Narain2020

Since the issue persists during the Diagnostic Test, this is a Hardware issue

Please contact HP Support in your Region for Service Options

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you

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.