Hp envy x 360 cursor keeps freezing

[Noor_M]

I recently bought a new hp envy x 360. But I keep on facing the same issue, the cursor keeps on freezing randomly and for it to work again I lift my finger and out it back down and it starts to work but then it'll get stuck again. Sometimes it just gets stuck for atleast 5 seconds and lifting my finger and putting it back down doesn't work. I've updated the drivers, tried the drivers that come with windows (HID compliant device) and even disabled realtek at startup because that works for some people. Basically every solution I could find on the internet. I went to the store I bought it from  as well and explained my issue and they said we can't do anything for you until we "see the issue ourselves", and like I said this is very random and when I was at the store the cursor was working just fine. I've taken videos of it happening now though , and before I go to the store again I just want to make sure if there's anything else I can do, otherwise I'm returning this. I  could use some expert's advice on t

[Noor_M]

I wrote something, I don't know why it's not coming there but  incase anyone was wondering, the   BIOS did update but I still had the problem . I am getting the option to update to Windows 10 version 2004, should I do that?

[Dragon-Fur]

@Noor_M 

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@Noor_M wrote:

I wrote something, I don't know why it's not coming there but  incase anyone was wondering, the   BIOS did update but I still had the problem . I am getting the option to update to Windows 10 version 2004, should I do that?

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Personal Opinion

No, if you cannot find the reason for the issue with the cursor,

For example,

Is source of the problem the cursor or is the OS freezing because the file system stops and the cursor just hangs there...

Is the source of the problem that Windows Updates are pending or all the HP software and drivers are not yet installed?

Is the source of the problem your network that is hanging and causing everything else to stop for a bit?

Are there rogue programs running that are interfering?  Games or websites... weird third party stuff?

OR...

If the computer is already not running Windows 2004 (new computers usually do so),

If you are going to return the computer and get one that does already run the latest Windows version,

do not bother updating to Windows 2004.

It could make things worse and you don't need that.

Take it back and get a new computer that already runs Windows 2004 AND works the way you expect.

Why?  Because there is no reason to fight with the whole thing when you have "sort of" made up your mind to return it.

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[Noor_M]

The only reason I want to return it is because of the cursor, other than that I really want to keep this . Which is why I'm asking for a fix ,  and I doubt the store will take this computer back now , instead they're going to send it for repair. I'm just trying to find a solution myself , because if this is a software issue isn't there any way I can solve it? How do I check and see if all my drivers are installed ? And no I don't believe this issue is being cause by third party apps or games because I haven't downloaded any such thing. As for the OS freezing , that could be a possibility but I don't think so because when my mouse freezes, I'm still able to use the touchscreen perfectly. My computer is up to date except for the 2004 version of windows which you're saying I shouldn't install so I'm following your advice.

[Dragon-Fur]

@Noor_M 

Edits -  content removed

Touchpad and Touchscreen are related but not the same device.

Touchpad can (and apparently does) have its own behavior.

Original Content

" I've updated the drivers, tried the drivers that come with windows (HID compliant device) and even disabled realtek at startup because that works for some people. "

Having disabled one of the drivers because "that works for some people" - I cannot offer any useful opinions about having done so.

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I can offer only limited advice - and none of it directed at answering the central question.

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Looking at the drivers for your system, it is apparent that the drivers are version-ready for Windows 2004.

Reference

Software and drivers for HP ENVY 15-ed0000 x360 Convertible Laptop PC series 

There are generally two ways to manage the HP Software and Drivers for your computer.  

The method you use is unimportant to the outcome.

1.  Use an "Update" software.  For example, consumer grade systems can use the HP Support Assistant.  The HP Support Assistant likely came installed on your computer, else it can be downloaded and installed from its website: HP Support Assistant  

Help and Troubleshooting for HPSA

HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

HP PCs - Troubleshooting HP Support Assistant - Windows 8.x and Windows 10

2.  Update manually - usually having checked the driver set in the Device Manager and using the installed driver information to judge whether / when updates are needed. 

HP Software and Drivers - How-to Document

HP PCs - Downloading or Updating Software and Drivers 

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If you have already installed the rest of the HP software and drivers (as mentioned in your first post), 

If you have not yet done so,

Update the BIOS to the latest version:  HP Notebook System BIOS Update (Intel Processors) 

Need Help?  HP Documents – How to Update the BIOS

 >>>  HP Notebook PCs - Updating the BIOS (Basic Input Output System)

   HP Desktop PCs - Updating the BIOS (Basic Input Output System)

Select the option to manually install the BIOS update.

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My advice that you not update to Windows 2004 is predicated on the fact that you are talking about returning the computer.  There is absolutely nothing gained by updating the version of Windows on a computer you do not intend to keep.

More importantly,

Considering the problems you already have, changing the version of Windows is not usually a good thing to throw on top of a file system that is already not working as expected.  Your system is certainly capable of running Windows 2004, but you cannot add Windows 2004 unless all the HP software and drivers are updated (including that driver you disabled) AND you cannot expect changing the version of Windows to fix anything.  Windows 2004 is nice - but it could make things worse.

If you really want Windows 2004 on that computer, do it.

If you are unsure, wait.

Which version of Windows operating system am I running?

What to do?

Generally, having updated the Windows Updates for your version of Windows and having updated the HP software and drivers is all you should have to do for a new computer.  You have to do this much, but you should not have to do "more" and bizarre things to the computer.

Contact HP Support - explain the problem as best you can, ask for help.

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HP Technical Support – Contact Information

Submit information / case online

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Reminder: 

HP Phone numbers you find on the Internet have likely been hijacked.

HP Support USA does not post public phone numbers.

Many roads lead to HP Support.

Settings > System > About > (Support) Online support > Contact an HP Agent

OR

Open website  HP World-Wide Support

 Select your region and follow the prompts

OR

Regional Links

USA / Canada

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OR

>>> Option - HP Support is on Facebook <<<

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Warranty Check / Product Registration

• Register your product during first setup or soon afterwards

            Register HP Product and Registration FAQ

• Check the Warranty on your product

           Warranty Check – Single or Multiple Devices

       NOTE:  If the single-system-check fails to find your device, use the "multiple devices" method to

check single or multiple devices.

• If necessary, Select your Country on the main website page or at the bottom (click Flag)
• Scroll down > To the right of Check multiple warranties, Click Continue
• Enter the Serial Number and Country for one or more devices / systems to be checked
• Check the box to verify you are "Not a robot"
• Click Submit (at bottom of list entries)
• When the page opens, Click View Details

NOTE: The online database results do not impact the actual contract.

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Excerpted: If you think the warranty details of your product are incorrect, submit a dispute through the HP warranty validation website.

• If necessary, select your Region / Country:  Scroll to bottom of page and click the Flag
• HP Computers and Printers - How to Submit a Dispute to Validate Your Warranty

HP Limited Warranty Statements (General Information)

Standard Warranty, that is, the warranty included with the device, typically covers hardware as explained in the Warranty document.  Optional Care Pack warranties differ by contract.

• HP Limited Warranty Statements | HP® Official Site

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Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides / Manuals, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

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HP ENVY 15-ed0000 x360 Convertible Laptop PC series 

Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .

[Noor_M]

Thank you for your reply. When I meant I disabled realtek , I meant that I went to task manager and disabled realtek at startup (because that was one of the possible solutions I found online).  I have gone through the hp suport assistant and turns out there were some drivers I needed to install so I've done that and lets see how it goes. I will also do a hardware scan and see if there's an actual problem in the touchpad itself. I'll get back to you within one or two days with any updates on my cursor and hopefully I brink back good news. Once again, thank you!