HP Envy x360: two finger scrolling bug after latest Synaptics touchpad driver update

[susanskay]

Hello,

I recently got a new Synaptics touchpad driver update (Synaptics SMBus ClickPad Version: 19.5.35.47 [29.07.2019]) and since this update I have issues with two finger scrolling in PowerPoint. I can pinpoint the problem to this driver update because it only occurs when this driver is installed but not when I revert to the previous version (19.5.10.75 [26.06.2018]). 

The issue is that when I try to scroll through my slides in the slide overview on the left side, instead of a continuous scrolling motion, I skip between slides in a somewhat erratic fashion. Also, a white circle appears in place of my cursor as if I had touched the screen. It's exactly the same problem as described here: https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Spectre-2017-2-Finger-Touchpad-Scroll...

But I thought I'd start a new thread as I have specific information about the driver causing this problem.

Is there anything I can do except using the older driver (which had issues for me as well, see https://h30434.www3.hp.com/t5/Notebook-Video-Display-and-Touch/Synaptics-Touchpad-scrolling-becomes-... )

Any suggestion is appreciated.

Best regards

[Echo_Lake]

@susanskay

Thank you for posting on the HP Support Community.

I have a few troubleshooting steps we could try to fix the issue:  

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.

BIOS default: 

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.

Next, perform driver rollback:

1. Use shortcut keys Win + X on Windows 10.
2. Select Device Manager.
3. Expand the entry. Right-click the mice and other pointing device and select Synaptics click properties and driver rollback.   
4. Reboot the computer.

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.

[James_Dean]

PLEASE FIX THE BUG! This is not something that an update or a reset can solve. THE SOLUTION is not born yet.

And it seems this problem has been existing for some years now, across many hp devices. I now have a Spectre x360 13', and when I use two fingers in PPT scrolling on touchpad, the mouse pointer goes wild, out of control, and moving everything messily. 

And in Word, the pointer is moving to other places at random too, without my touching the touchpad even. It happens about once in tens of minutes.

please do not only give the advice of updating or repairing the BIOS -- EVERYBODY knows it and EVERYBODY knows it does not work.

[Helix3]

I have the same problem too. 

This bug also affects Edge web browser in two ways:

1.  When scrolling the mouse pointer disappears.

2. When scrolling, the scroll action will change depending on the element the mouse pointer is hovering over, and randomly zooms in.

[Riddle_Decipher]

@Helix3 Welcome to HP Community!

Attempt using an alternate/external mouse.

(If that works when the touchpad is disabled on Synaptic software, 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.

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

[Helix3]

dear riddle,

You have not read this thread at all.

Yes, an external mouse works as expected.

This is not a touchpad hardware failure, because if I roll back the driver the problem goes away. Exactly as per the original poster on this thread.:

I can pinpoint the problem to this driver update because it only occurs when this driver is installed but not when I revert to the previous version 

[Riddle_Decipher]

@Helix3 I have read the highlights of the thread and decided the best way to identify the cause of the failure was using an external mouse, that said, if the mouse is working fine and yet the touchpad has issues, I suggest you install all available windows and drivers available via the HP Support Assistant, if nothing work, rollback the driver and disable the windows auto-updates (steps mentioned below) as the update could be incompatible and causing issues, Microsoft would release a patch in the next update that should resolve this issue for good:

1. Press the Windows logo key + R at the same time to invoke the Run box.

2. Type services.msc and press Enter.

3. Scroll down to Windows Update, and double-click it.

4. In Startup type, select "Disabled". Then click "Apply" and "OK" to save the settings.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.