Issue with touchpad, touchscreen and keyboard

[PCServiceCenter]

We are facing issues with a customer laptop, where the touchpad, touchscreen and keyboard is not working within windows, keyboard is working in bios, so it does not seem like a HW error.

Problem is that it gives out a code 10 in I2C hid device, possible elan touch filter (ELAN2514), and it is the same in both windows and 11, all possible driver solutions has been tried, including installing the original factory software for this model, but it also directly fails on I2C hid error code 10 (descriptor error)

Does anybody have an idea about this

Best Regards

PC Service Center / Thomas

[Kuroi_Kenshi]

Hi @PCServiceCenter,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your laptop!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Check Device Manager:

• Open Device Manager by pressing Windows + X and selecting "Device Manager".
• Locate the I2C HID device and check if it shows a code 10 error.
• Note the device details, usually under "Human Interface Devices" or "Mice and other pointing devices".

Uninstall and Reinstall Drivers:

• In Device Manager, right-click on the I2C HID device with the error, select "Uninstall device".
• Restart the computer to allow Windows to attempt reinstallation of the drivers automatically.
• If auto-reinstallation fails, download and install the latest drivers for your model from the HP Support website.

Update Device Firmware:

• Go to the HP Support website, search for your model, and check for any available firmware updates. Sometimes the firmware updates resolve compatibility issues.

Install Specific Driver Packages:

• If the issue persists, try to manually download the "Elan Touch Filter" and other relevant driver packages and install them:
  • Link for drivers: HP ENVY x360 - Drivers & Software
  • Search for drivers under "Driver-Chipset" and "Driver-Mouse, Keyboard and input devices".

Windows Updates:

• Ensure your Windows OS is fully up-to-date by running Windows Update.
• Sometimes the latest cumulative updates include fixes for driver-related issues.

Run HP Diagnostic Tools:

• Use HP Support Assistant to run diagnostics on your system. It can identify and attempt to fix issues:
  • Download HP Support Assistant: HP Support Assistant Download

Check System Integrity:

• Run System File Checker to repair potential corrupted system files:
  • Open Command Prompt as an Administrator.
  • Type sfc /scannow and press Enter. Wait for the system scan to complete.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[PCServiceCenter]

Hi

thank you for your reply, i have been trough most of that already

the recent thing i did was to install the original factory image from the cloud tool onto the laptop

it fails with reference in the log til I2C hid device, ELAN2514

i am very concerned if it is hardware or software related.... they keyboard works in bios / outside windows, and i have seen the touchpad work shortly, until windows update kicks in ?

[Kuroi_Kenshi]

Hi @PCServiceCenter,

Thank you for the response.

Since the keyboard works in BIOS and the touchpad worked briefly before a Windows Update, it's likely a driver or firmware issue rather than hardware failure. Here’s how to troubleshoot further:

1. Block Windows from Auto-Updating Drivers

Since the issue appears after Windows Update:

Press Win + R, type gpedit.msc, and press Enter.

Navigate to Computer Configuration → Administrative Templates → Windows Components → Windows Update.

Find "Do not include drivers with Windows Update" and Enable it.

Restart your laptop and reinstall the correct driver manually.

If your Windows version lacks Group Policy Editor, you can set it via Registry Editor:

Press Win + R, type regedit, and navigate to: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows

Right-click Windows, select New → Key, name it WindowsUpdate.

Inside WindowsUpdate, right-click, choose New → DWORD (32-bit) Value.

Name it ExcludeWUDriversInQualityUpdate, set its value to 1.

2. Manually Install the Correct Driver

If Windows Update is installing an incompatible driver:

Disable Internet Connection (so Windows doesn’t auto-update the driver).

Go to Device Manager → Human Interface Devices → I2C HID Device (ELAN2514).

Right-click and select Uninstall device.

Check Delete the driver software for this device and confirm.

Restart your PC.

Manually install the correct driver from the HP Support Website (under "Chipset" or "Input Devices").

After installation, re-enable the internet.

3. Check for Power Management Conflicts

In Device Manager, right-click I2C HID Device (ELAN2514).

Go to Properties → Power Management.

Uncheck "Allow the computer to turn off this device to save power".

Apply changes and restart.

4. Verify I2C Functionality in BIOS

Restart and enter BIOS (Esc, F2, or F10 during startup).

Look for Advanced Settings → I2C Configuration.

If available, try Enabling / Disabling I2C and restart.

5. Check for Conflicting Devices

Sometimes another device can cause conflicts:

Go to Device Manager.

Under Human Interface Devices, check if any other I2C HID devices are disabled.

If there are duplicate I2C HID entries, try disabling one at a time and restart.

6. Perform a Firmware Update

Check HP’s website for BIOS or Firmware updates.

If available, update to the latest version, as it might contain I2C fixes.

7. Check Windows Event Logs for Error Details

Open Event Viewer (Win + X → Event Viewer).

Go to Windows Logs → System.

Look for red error messages around the time the input devices stopped working.

If there’s an error related to ACPI, I2C, or HID, share the details.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Kuroi_Kenshi]

Hi @PCServiceCenter,

Thank you for the response.

Since the keyboard works in BIOS and the touchpad worked briefly before a Windows Update, it's likely a driver or firmware issue rather than hardware failure. Here’s how to troubleshoot further:

1. Block Windows from Auto-Updating Drivers

Since the issue appears after Windows Update:

Press Win + R, type gpedit.msc, and press Enter.

Navigate to Computer Configuration → Administrative Templates → Windows Components → Windows Update.

Find "Do not include drivers with Windows Update" and Enable it.

Restart your laptop and reinstall the correct driver manually.

If your Windows version lacks Group Policy Editor, you can set it via Registry Editor:

Press Win + R, type regedit, and navigate to: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows

Right-click Windows, select New → Key, name it WindowsUpdate.

Inside WindowsUpdate, right-click, choose New → DWORD (32-bit) Value.

Name it ExcludeWUDriversInQualityUpdate, set its value to 1.

2. Manually Install the Correct Driver

If Windows Update is installing an incompatible driver:

Disable Internet Connection (so Windows doesn’t auto-update the driver).

Go to Device Manager → Human Interface Devices → I2C HID Device (ELAN2514).

Right-click and select Uninstall device.

Check Delete the driver software for this device and confirm.

Restart your PC.

Manually install the correct driver from the HP Support Website (under "Chipset" or "Input Devices").

After installation, re-enable the internet.

3. Verify I2C Functionality in BIOS

Restart and enter BIOS (Esc, F2, or F10 during startup).

Look for Advanced Settings → I2C Configuration.

If available, try Enabling / Disabling I2C and restart.

4. Check for Conflicting Devices

Sometimes another device can cause conflicts:

Go to Device Manager.

Under Human Interface Devices, check if any other I2C HID devices are disabled.

If there are duplicate I2C HID entries, try disabling one at a time and restart.

5. Perform a Firmware Update

Check HP’s website for BIOS or Firmware updates.

If available, update to the latest version, as it might contain I2C fixes.

6. Check Windows Event Logs for Error Details

Open Event Viewer (Win + X → Event Viewer).

Go to Windows Logs → System.

Look for red error messages around the time the input devices stopped working.

If there’s an error related to ACPI, I2C, or HID, share the details.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Kuroi_Kenshi]

Hi @PCServiceCenter,

Thank you for the response.

Since the keyboard works in BIOS and the touchpad worked briefly before a Windows Update, it's likely a driver or firmware issue rather than hardware failure. Here’s how to troubleshoot further:

1. Block Windows from Auto-Updating Drivers

Since the issue appears after Windows Update:

Press Win + R, type gpedit.msc, and press Enter.

Navigate to Computer Configuration → Administrative Templates → Windows Components → Windows Update.

Find "Do not include drivers with Windows Update" and Enable it.

Restart your laptop and reinstall the correct driver manually.

If your Windows version lacks Group Policy Editor, you can set it via Registry Editor:

Press Win + R, type regedit, and navigate to: HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows

Right-click Windows, select New → Key, name it WindowsUpdate.

Inside WindowsUpdate, right-click, choose New → DWORD (32-bit) Value.

Name it ExcludeWUDriversInQualityUpdate, set its value to 1.

2. Manually Install the Correct Driver

If Windows Update is installing an incompatible driver:

Disable Internet Connection (so Windows doesn’t auto-update the driver).

Go to Device Manager → Human Interface Devices → I2C HID Device (ELAN2514).

Right-click and select Uninstall device.

Check Delete the driver software for this device and confirm.

Restart your PC.

Manually install the correct driver from the HP Support Website (under "Chipset" or "Input Devices").

After installation, re-enable the internet.

3. Verify I2C Functionality in BIOS

Restart and enter BIOS (Esc, F2, or F10 during startup).

Look for Advanced Settings → I2C Configuration.

If available, try Enabling / Disabling I2C and restart.

4. Check for Conflicting Devices

Sometimes another device can cause conflicts:

Go to Device Manager.

Under Human Interface Devices, check if any other I2C HID devices are disabled.

If there are duplicate I2C HID entries, try disabling one at a time and restart.

5. Check Windows Event Logs for Error Details

Open Event Viewer (Win + X → Event Viewer).

Go to Windows Logs → System.

Look for red error messages around the time the input devices stopped working.

If there’s an error related to ACPI, I2C, or HID, share the details.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,