Keyboard/Mouse inputs freezing sporadically on battery power on HP Spectre

[srschlaak]

I recently purchased a custom built HP Spectre directly from HP. I unboxed it yesterday, June 24th. I soon discovered an issue with the inputs lagging. 

It only occurs when on battery power. The mouse and keyboard will freeze and be unresponsive for anywhere between 2-30 seconds. I've had the Task Manager open while the issue is occurring and it revealed nothing out of the ordinary. I have tried updating drivers for everything in the Device Manager, resetting Windows on the pc and uninstalling/reinstalling the drivers for the battery. None of them have remedied the issue. If I plug in the charging cord and the machine is charging, then there is no problem. I'm suspecting a hardware issue, but I cannot say for sure.

System Information:

Product name : HP Spectre x360 Convertible 13-ac0XX
Product number : Y4P52AV
Serial number :  [personal information removed]

Software build ID : 17WW1PXT604#SABA#DABA
Motherboard ID : 827E
Service ID : 20170624
Keyboard revision : 94.60
Total memory : 16 GB
Processor name : Intel(R) Core(TM) i7-7500U CPU @ 2.70GHz

[Chimney_83]

Welcome to HP Forums @srschlaak,

Thanks for the post. 

I understand that you are facing an issue with the keyboard and mouse not working correctly, especially when the computer is being used on battery. 

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you. 

Have you tried changing the power plan to high performance on battery?

Recommend you make sure all the Windows updates are installed. 

Run HP Support Assistant to make sure all the drivers including BIOS and chipset drivers are updated. Click here. 

Open settings from Windows menu. 

Select System and then Power and sleep.

Click on additional power settings. 

Change the power settings to high performance and check. 

For other troubleshooting steps, please refer to this HP Article for the touchpad. 

Keep me posted. 

[srschlaak]

Hi @Chimney_83

Changing to high performance on battery did not solve the issue. I've double checked to make sure all updates are installed. The HP Support Assistant didn't provide any additional updates that I needed to install. I also did try doing a power cycle (shutting down and holding the power button for 30ish seconds - not sure if that is the proper way for this machine or not) and the issue seemed to clear up, until it reappeared after using the machine on battery power for aroud an hour or so.

Please let me know what is recommended I do next. I am very displeased that a product I spent nearly $1,600 dollars to be custom built would have an issue like this right out of the box. If I can't have this fixed soon, it's unlikely I'll ever buy another HP product.

[wahlsn]

Hi srsschlaak,

any news on your problem? I have exactly the same issue as you describe. Installing a fresh Windows from the recovery partition also did not solve the issue. However, it seems to be a software/driver problem. I also installed linux and have no problems there at all. But this is not how is meant to be...

[A4Apollo]

Hey there! @wahlsn, Thanks for stopping by the HP Support Forums! 

I understand keyboard and touchpad are freezing when you are running the laptop on battery power.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your PC?

Try the steps recommended below.

Control Panel -> Hardware & Sound -> Power Options -> Change Plan Settings (of current selected plan) -> Change Advanced Power Settings -> USB Selective Suspend Setting -> Disable (both)

Control Panel -> Hardware & Sound -> Power Options -> Change Plan Settings (of current selected plan) -> Change Advanced Power Settings -> PCI-Express -> Link State Power Management -> Disable (both)

Also, Try updating the BIOS and chipset driver on your PC and check if it helps.

You can try updating the drivers using HP support assistant.

Refer this article to know more information about using HP support assistant.

If the issue still persists after trying out the steps try the steps recommended below.

Use the steps in this section to help find the cause of the lockup:
Disconnect all devices to the PC with the exception of keyboard and mouse and/or monitor required for minimal use.
Remove any discs from the CD/DVD drives.
If Windows becomes active again, clean, repair, or replace the disc. Troubleshooting is complete.
If the lockup persists, continue troubleshooting using these steps.
While holding down the Alt key on the keyboard, press the F4 key to close the application.
If Windows becomes active again, the problem is related to an application. Save your work and restart the computer. Remember the name of the application that stopped responding or caused the error. Update or remove applications that continue to lock up. Troubleshooting is complete.
If the lockup persists, continue troubleshooting using these steps.
Press the Ctrl+Shift+Esc keys to open Task Manager.
Review the list of applications under Processes and look for applications that have stopped responding. Make a note of the names of those applications or programs.
Select an application that is not responding, and then click End Task.
A Microsoft Windows error message might appear: Windows Explorer has stopped working. Windows may check to see if there is a solution for the problem or prompt you to close the program. Or, if you see If you can’t see the taskbar and desktop icons, press Windows key and type Explorer….”
If you can’t see the taskbar and desktop icons, press the Windows key and type Explorer in the field and click OK to restart File Explorer.
Continue clicking End Task for applications that are not responding until all unresponsive applications are removed from the list.

Refer this article to further troubleshoot lock up or freezing issues with PC.

Let me know if this helps! 
Have a pleasant day ahead! 🙂

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!
 

[garikco]

I have exactly the same problem. I paid $1700 for a top specs laptop in a premium segment (Spectre x360 13") and it does not work out of the box properly. really frustraiting. Were you finally able to resolve this issue ?

[srschlaak]

As unhelpful as it may sound, the issue seems to have gone away and I am not sure what fixed it.

I communicated with HP support through the chat service - they were actually more helpful than I thought. I believe the support agent installed some new BIOS and chipset updates. However, the day after this, I observed the issue happening.

It was since then that I haven't seen it happen (about a month). I've been operating on battery as frequently as I can and it still hasn't happened. I'd advise chatting with someone with support.

Hope this can help.

[Omrikos]

Hey,

I have the same computer and the same issue exactly.

Can you confirm your problem was fixed? (ad least I'll know it solvable).

And yeah it pains to pay $2k for a laptop just to see it's not working the way it should.

[gurbetogli]

I have the same problem 😞 I think it was after the update but I'm not sure...

[kevin-t]

Hello,

Thank you for posting in this thread. Unfortunately based on when the last response was made, I have closed this thread to help keep comments current and up to date. We recommend starting a new thread for your issue by clicking here.
To be more helpful with your post, you can add key information if you desire: 
1. Product Name and Number (please do not post Serial Number)
• Example: HP Pavilion DV2-1209AX or HP Deskjet 3000 Printer CH393A
2. Operating System installed (if applicable)
• Example: Windows XP, Windows Vista 32-bit, Windows 7 64-bit
3. Error message (if any)
• Example: ""Low disk space"" error in Windows
4. Any changes made to your system before the issue occurred
• Examples: Upgrading your Operating System or installing a new software; or installing new hardware like a printer, modem, or router.
If you have any other questions about posting in the community, please feel free to send me a private message!

Thank you