Pavilion X360 14-ba016na Elan touchpad not working

[Mark131]

Hi, I have had the above laptop for a few weeks, at first the touchpad was fine, now it does not work at all. 

I have looked on other threads to try and get an idea. I have done all Windows updates, updated the driver and still connot get it to work. After this, I have found that the touchpad no loger appears in the Elan box in advanced mouse settings.

Next when i go into device manager, I have found the Elan clickpad (which was hidden) and it has a warning triangle on it:

This is what is displayed when it is double clicked:

When I try and update the drivers again, it says that I have the best drivers are installed:

Any ideas about how to proceed now?

Pavilion X360 14-ba016na

Windows 10

Driver version: ELAN TouchPad Driver - Kaby Lake-R  18.2.9.1 Rev.C  Jul 14, 2017  downloaded from HP website.

Many Thanks,

Mark

[Jeet_singh]

Hi @Mark131,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you are having issues with the touchpad not working on your HP notebook. Don't worry as I have a few suggestions which should help you resolve this issue.

Splendid effort and fabulous description of the issue before posting. Kudos to you on that score. You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you.

First, restart the computer and tap on F10 during restart, once on BIOS screen, move the mouse cursor around to check if it works normally, 

If it does, it would confirm a software issue and you follow the below steps if it doesn't work on its a hardware failure and I would suggest a touchpad replacement. 

 
I recommend you to uninstall any generic synaptic drivers showing up for the touchpad (if available) under hidden devices from the device manager: 

• Click Start, point to All Programs, point to Accessories, and then click Command Prompt. 

• At a command prompt, type the following command , and then press ENTER: 

set devmgr_show_nonpresent_devices=1 

• Type the following command a command prompt, and then press ENTER: 

start devmgmt.msc 

• Troubleshoot the devices and drivers in Device Manager. 
  NOTE: Click Show hidden devices on the View menu in Device Manager before you can see devices that are not connected to the computer. 

• When you finish troubleshooting, close Device Manager. 

• Type exit at the command prompt. 
   
  Note that when you close the command prompt window, Window clears the devmgr_show_nonpresent_devices=1 variable that you set in step 2 and prevents ghosted devices from being displayed when you click Show hidden devices. 

• And then download a new version of the Elan touchpad drivers using this link: Click here

Most of the times, updating the Bios and Chipset drivers help in resolving the issue, please follow this link to download and install the latest update from our HP support website, using this link.

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

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[Mark131]

Hi Jeet,

Thank you for reply.

I have entered the BIOS menu and the clickpad does not work. 

This laptop is still in warrenty. How would you suggest to proceed now?

Thank, Mark

[Jeet_singh]

Hi @Mark131,

As I understand you have tried to check the settings, and found that the touchpad is not working in the Bios, this clearly indicates a possible hardware failure. I would recommend you contact our HP phone support for available service related options.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,