Mouse pointer is moving on it's own

[AwkThisWay]

Bought HP Envy Touchscreen from Best Buy, the laptop is now 2 months out of warranty. 

Problem: After  being on for 5-10mins the Mouse pointer starts moving on it's own. No wired wireless mouse connected. This also happens in diagnostics mode ( meaning not booted up in Windows 10 ), Boot up into diagnostics.

Attempt1: Took it Geek Squad - They say it's the touch screen, and are charging me around $400. My Credit Card (Capital One) warranty company will look to cover it if Geek Squad provides a diagnostics report, which they aren't doing. 

Attempt2: Decided to reach out to HP support, they aren't taking calls for out of support equipment ( at the current moment due to COVID-19 ).

Looking for a reputable HP diagnostics report to give to my CC warranty company, but cant find one.

Any suggestions

Thank You

[praveen196]

@AwkThisWay Welcome to HP Community!

I understand you are having issues with the cursor moves on its own on your HP Notebook.

Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

Did this happen after a recent software update?

Have you tried to connect an external mouse and check if it works?

Have you checked if the cursor moves even in the Bios?

In the meantime, let's try these steps here: Many startup errors and other problems can be resolved by decreasing the amount of power stored in hardware components. Decreasing stored power is sometimes referred to as a "Hard Reset". Use the following steps to perform a hard reset on a computer:

Perform a Hard reset on the notebook: Many startup errors and other problems can be resolved by decreasing the amount of power stored in hardware components. Decreasing stored power is sometimes referred to as a "Hard Reset". Use the following steps to perform a hard reset on a computer:

Next thing, I would suggest here is to boot the computer into the Bios screen and check if the cursor moves on it's own or not, If the cursor keeps moving on it's own even in the Bios, then it's a possible hardware failure. If the cursor does not move on the Bios, then it's likely a software or driver issue, then you can try to update the Bios, graphics card drivers as well as touchpad drivers on your PC from our HP support website, using this link.

Once done, restart the computer and check if that works.

If the issue persists, let's try to check the settings:

Check the Mouse options under control panel: 

Start → Control Panel → Mouse → Buttons tab.  

Check the box labeled "Use MS Office compatible scroll only."  

Also, check the box below labeled "Scroll in active window only." 

 
If the issue persists, attempt the below steps: 

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. 

Please let me know if this resolves the issue, or if you require further assistance!

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[AwkThisWay]

Hi 

The pointer keeps moving on it's own in BIOS screen as well. So it's hardware. 

How can I get this repaired by HP? The phone support recording says "due to current conditions....Call back later".

I am willing to pay for repairs from HP, but need a diagnostics report for my Warranty company. 

Can you guide me who to contact (live person) for out of warranty repairs from HP?

Thank You

[praveen196]

@AwkThisWay

I understand your concerns.

You have to contact our phone support and check for the support option.

They will help you.

Here is how you can get in touch with phone support.
 

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.
 

Have a nice day!!