HP Envy Touch Screen/Synaptics Touchpad Driver Issue

[Gala_De]

Hi,

Serial No: [edited] I'm having long time issue with my HP Envy laptop. The problem is that I'm frequently losing the control of touch pad pointer and touchscreen. When it happen, mouse pointer do not follow touch pad directions, instead it just start moving chaotically, openning different windows and touchscreen start going crazy as well (like someone is touching the screen).

I’ve been searching the internet and I see that there are a number of posts about faulty mouse, or faulty touch pad or faulty touch screen, but all three not working properly does not seen to be a common problem.

The only thing which is helping for couple days is unistaling Synaptics Touchpad Driver, then reinstall again, reboot laptop couple times Honestly, it is very frustrating, I can't even use this laptop.

FYI: All drivers are up to date, as well as windows and BIOS. It is not a virus. I also, asked my friend who is the system administrator to help me to diagnos my hp envy, we were not able to fix the problem. It looks like something is not compatible with this Synaptic Touchpad driver.

[Flower_Bud]

@Gala_De,

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

I understand you have issues with the touchscreen, considering the trouble you've gone through, I've done my research & written down everything there's to resolve this issue, please don't worry - I'm here to help you until it's sorted out completely. 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

When was the last time it worked fine?

Were there any hardware/software changes made?

Is Touchscreen enabled? 

Here are few troubleshooting steps we could try to fix the issue: 

Use the Windows tablet settings configuration tool to identify your display as a touchscreen.

1. Search Windows for tablet PC settings, then open Tablet PC Settings in the list of results.
2. On the Display tab, click Setup.
3. Click Touch input, then follow the on-screen instructions to identify your display as a touchscreen.

Verify the touchscreen driver is enabled

1. In Windows, search for and open Device Manager.
2. Expand the Human Interface Devices heading.
3. The touchscreen device is labeled HID-compliant touch screen, or similar. Right-click the touchscreen device.
4. If the option to enable the device is included in the menu, click Enable.

Update drivers and software with Windows Update (Windows 10)

Use Windows Update to install the latest software and hardware drivers from Microsoft for your computer.

1. Search Windows for 'update', then click Windows Update in the results.
2. Click one of the following options, if presented, on the Windows Update window:

   • If updates are available to download, click Install now.

   • If no updates are currently listed, click Check for updates, then click Install now after Windows detects available updates.

Reinstall the touchscreen driver in Windows Device Manager

Reinstall the original touchscreen device driver that came installed on your computer using the following steps:

1. In Windows, search for and open Device Manager.
2. Expand the Human Interface Devices heading.
3. The touchscreen device is labeled HID-compliant touch screen, or similar. Right-click the touchscreen device and select Uninstall.
4. Confirm the uninstallation.
5. Restart the computer to reinstall the touchscreen driver.

Update the BIOS (notebook PCs): https://hp.care/2w2R6uD

Run HP PC UEFI Hardware Diagnostics Component test (F2) for the touchscreen

1. Restart the computer and repeatedly press the F2 key when the computer starts to open the HP Hardware Diagnostics (UEFI).
2. Select Component Tests from the main menu.
3. Select Touch Screen.
4. Click Run Once.

   Quick interactive functional test runs in order to determine if the touchscreen is functioning correctly.

If the touchscreen test passed, please perform a system recovery to resolve the issue: https://hp.care/2FUqcWv.

Follow steps mentioned below (Recovery when Windows 10 does not start correctly)

NOTE: BACK UP YOUR PERSONAL DATA BEFORE PERFORMING SYSTEM RECOVERY. TRY SYSTEM RECOVERY AFTER YOU'VE DONE TROUBLESHOOTING STEPS FOR TOUCHPAD ALSO. KEEP THIS AS YOUR LAST STEP.

For Touchpad issue, we could try these steps: 

Run HP PC UEFI Hardware Diagnostics Component test (F2) for Mouse

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press the F2 key repeatedly, about once every second until the HP PC Hardware Diagnostics (UEFI) main menu displays.
3. From the main menu, run hardware tests and view the test logs, change the language, access system information, check the UEFI version number, and find the address for the UEFI website.
4. Select Component Tests.
5. Select Mouse. There are two mouse tests to determine if the mouse is functioning correctly, the Pointer Test and the Drag and Drop Test.
6. Select the test you want to run and follow the instructions.

    Bluetooth devices are not currently supported.

   NOTE: If you need to end a test before it is complete, press the Escape key (esc).

7. If the component fails a test, write down the information so you have it available when you contact HP Customer Support. The information is also available in the Test Logs on the main menu.

If the test passes, try these steps:

Adjust TouchPad or ClickPad sensitivity settings

1. Search Windows for 'mouse button', then click the Mouse or Change mouse settings Control Panel setting in the results.
2. On the Device Settings, ClickPad Settings, or TouchPad Settings tab, select your device from the Devices list, if present, then click Settings, ClickPad Settings, or TouchPad Settings.

   Figure: TouchPad or ClickPad device settings in Mouse Properties

   

3. In the Properties window, click the arrow next to Pointing, click Sensitivity, then click the settings  icon.

   Figure: Sensitivity setting in the ClickPad Properties window

   

4. In the Sensitivity window, use the slider bar to change the touch pressure required to move the pointer, then click Close.
5. Enable the optional Momentum pointing option for trackball-like responsiveness from the TouchPad or ClickPad. Select the checkbox next to Momentum to enable the momentum options, then click the settings icon to adjust the glide distance.
6. Enable the optional EdgeMotion pointing option to simplify long-distance pointer motions. When enabled, when you reach the edge of the TouchPad, the pointer continues to move until you lift your fingers off the TouchPad or ClickPad. Click the settings icon to enable and adjust EdgeMotion regions and speed.
7. Enable the optional Accessibility pointing options to specify and limit how the pointer responds. Click the settings icon to enable and adjust sticky borders, slow motion, and constrained motion.

For more information, refer to this article: https://hp.care/2qd6tL3.

Keep me posted,
For I shall follow-up on this case to ensure the concern has been addressed, 
And your device is up and running again, 
Have a great day 🙂

Cheers 😉

[Gala_De]

Hi,

Thank you for your response. Here are my answers to your questions:

When was the last time it worked fine?

I have this problem since the beginning,  already a year. 

Were there any hardware/software changes made?

Nope, just a windows updates.

Is Touchscreen enabled? 

Yes

As I mentioned before, there is a problem with the Synoptic Driver. I can only use this laptop, when touchpad is disabled.

I will do all the test and will let you know the result. 

[Flower_Bud]

@Gala_De,

Thank you for replying with this detailed response 😉

I appreciate your time and efforts,

If it's just the issue with Touchpad, let's try specific steps: 

• Run HP PC UEFI Hardware Diagnostics Component test (F2) for Mouse
• Adjust TouchPad or ClickPad sensitivity settings
• Update the BIOS (notebook PCs): https://hp.care/2w2R6uD
• Update drivers and software with Windows Update (Windows 10)

You could also try creating a new user account and check the functionality in the new account: Click here

Keep System Recovery as the last step.

Let me know how this goes,

Have a great day 🙂