HP Stream Notebook - 11-d023tu touchpad not working at all

[dadarwal]

After recent upgrade from win 10 1803 to 1903, my touch pad stopped responding at all, however external mouse is working perfectly.
I have tried following remedies, but none of them worked for me..

0. I have tried touch pad lock/unlock by tapping on top left corner, no reponce.

1. tried windows update, its up to date.

2. Tried Device manager, touch pad not present under "mice and other pointing devices". i have selected show hidden devices.

3. Tried uninstalled the synaptics driver auto installed by windows from control panel, it shows following error..

4. on clicking additional mouse options, it shows this..

5. I have also tried installing driver recommended on HP website, it installs perfectly but nothing changes, i guess its same faulty driver that got installed during upgrade.
6. I can't go back to previous version, i have already reset the PC after upgrade.

Kindly help me fix this
Thank You

[Riddle_Decipher]

@dadarwal Welcome to HP Forums Community!

I suggest you perform a hard reset by following the steps in the HP document Performing a Hard Reset or Forced Reset (in English). A hard reset clears the driver instructions.

Your computer rereads all instructions from the drivers and software stored in the Operating System which can solve some problems.

Also, 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.

If you've already installed the latest version of the drivers using the HP website and yet the issue persists, download a new version of the synaptic drivers using this link: Click here

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.

[dadarwal]

I had already tried hard reset, no effect on my laptop. External mouse is working fine, problem is with synaptic driver.. the link you gave for drivers doesn't have any downloads for drivers, check it properly...

Tell me something about more in depth ways to reset my drivers, maybe using command prompt or something..

[Riddle_Decipher]

@dadarwal Normally, that link should contain drivers as it's their official website, however, they seem to have changed the way their site works, I suggest you use this link to install the latest drivers for your Synaptics touchpad: Click here to download

And let me know how that goes.

[dadarwal]

Installed the driver from the link provided by you, but nothing happened, also tried restarting the pc, still nothing happened. Thank you for your help, but i guess problem is not with driver but there is some problem with the operating system not identifying the hardware i.e. touchpad, please try to remedy that with your knowledge. Its really painful being unable to use the laptop without external mouse. all i did was a software upgrade. please try to help me, i swear i will never upgrade my pc ever again.

[Raj1788]

@dadarwal

Perform a reset on the computer.

Note: take a backup of the personal data before performing a reset.

Click on this link: https://support.hp.com/in-en/document/c04742289.

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[dadarwal]

already did that, reset doesn't change anything

[TEJ1602]

@dadarwal

Perform a test on the touchpad. Here is how you do it-

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second.

When the menu appears, press the F2 key.

3. On the HP PC Hardware Diagnostics (UEFI) main menu, click Component Tests.

4. Select the Touchpad Test.

5. Click Run.

6. If a component fails a test, write down the failure ID (24-digit code) so you have it

available when you contact HP Customer Support. The information is also available in

Test Logs on the main menu.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[dadarwal]

@TEJ1602

Sir,
I don't know if this is good news or bad news but my touchpad is working just fine on  HP PC Hardware Diagnostics (UEFI) menu.
Please deduce something from that and help me short it out..

[TEJ1602]

@dadarwal

That's good news.

Let us further troubleshoot and perform a system recovery. Refer to the document HP PCs - Performing a System Recovery (Windows 10) for help.

Hope this helps!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!