Spectre x360 Touchpad Problems (post-Windows 10, Version 1903)

[karim434]

Can anyone help.

I have a Spectre x360, running Windows 10 Home. I am having real problems with the driver for the Synaptics touchpad.

Sometime after I first bought it, I found that the cursor would jump every so often when tapping on something. Relatively frequently, when tapping on something, rather than selecting, the cursor would jump about an inch down the screen. I eventually solved this by using the method shown here: https://www.windowscentral.com/how-enable-precision-touchpad-drivers. Basically, it involved installing a different driver from the ones recommended by HP or Windows.

Now I have upgraded Windows 10 to version 1903 and it has created several new problems. The touchpad overcompensates when used to make small motions, so when I move the cursor a very short distance, it will repeatedly snap back to where it was. When tapping-and-holding, if I drag to near the edge of the touchpad, the cursor will suddenly rapidly speed up, making it very difficult to control precisely. Pinch-to-zoom does not work. All of this is an improvement on the alternatives:

(1) Preferred Windows driver: the touchpad dies and turning off/on in settings will do nothing.

(2) Basic driver (when you uninstall and re-start): all advanced options, like two-finger scroll and pinch-to-zoom, are gone.

(3) The HP preferred driver: varies, but the same outcome as either (1) or (2).

Although someone did find a solution for the 'snapping' problem (https://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/Spectre-x360-trackpad-snapping-issue/td-p/...), this does not work with the driver I got through windowscentral.com.

For the avoidance of doubt, this is not a hardware problem: the touchpad has been replaced before, without solving anything. Whereas, using the windowscentral.com driver update solved everything... until I upgraded to Windows version 1903. Therefore, there must be a driver/registry combination that makes the touchpad work properly.

PLEASE! Can someone help me?

[Echo_Lake]

@karim434
Thank you for posting on the HP Support Community.

I appreciate your efforts to try and resolve the issue. I did go through the case history and it seems to be an issue with Operating System. 

Firstly, let's update the latest system software and driver using Windows Update and HP Support Assistant:

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Next run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629 
if the issue persists, try performing system factory default  settings: https://support.hp.com/in-en/document/c04758961#AbT3

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[karim434]

Hi Echo_Lake. There are no available updates in Windows Update or HP Support Assistant. I have the latest BIOS installed.  I'm afraid that the problem persists, and I still need help.

[Echo_Lake]

@karim434

Let's try this steps:

• On your Key Board press Windows key + X 
• Press M to open Device Manager.
• Expand Mice and other pointing device.
• Right-click on the touchpad drvier.
• Click Properties.
• Click on the Driver tab.
• Click on Rollback driver if the option is available.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[karim434]

Hi Echo_Lake,

Many thanks again, but I'm afraid this does not work either. What I end up with is one of the three "alternatives" which I described in my original post, i.e.:

(1) Preferred Windows driver: the touchpad dies and turning off/on in settings will do nothing.

(2) Basic driver (when you uninstall and re-start): all advanced options, like two-finger scroll and pinch-to-zoom, are gone.

(3) The HP preferred driver: varies, but the same outcome as either (1) or (2).

My feeling is that a different driver (or changing the settings in Registry) is probably the way to solve the problem, but I am only aware of three driver configurations and, as explained above, they all cause more problems than I have now.

[asmita6658]

Hi @karim434

May I have the exact model name of the computer? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

Let me know. 

[karim434]

Hi Asmita,

Thank you for your message. The model number is: 13-ac001na. It's a Spectre X360. I hope that is helpful., but please let me know if you need more information in order to assist.

Best wishes,

Karim

[Echo_Lake · Accepted solution]

@karim434
Thank you for posting back. 

I did go through your previous post, this sounds like software driver related issue.
I would suggest performing a system factory recovery will reinstall original software and drivers, this was you can isolate the issue. 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10, 7)
Click here: https://support.hp.com/in-en/document/c04758961#AbT3 to perform System Recovery (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[karim434]

Hi Echo_Lake,

Just a quick update to say that I still have not had a chance to go through a system factory reset, and that I will post again when I have followed the steps you suggest.

Unfortunately, because I rely on this computer for my work, I have not yet had an opportunity to take it out of action while I back up my files and go through the reset steps. However, I will do so ASAP and report back after that.

[karim434]

Hi Echo_Lake,

I finally had an opportunity to follow the steps you recommended (way back) in your post of 10th June. I am pleased to say that this has effectively resolved the issue.

As I mentioned in my original post, my computer developed a trackpad/cursor issue some years back, but this was relatively easily resolved with a specific driver:  https://www.windowscentral.com/how-enable-precision-touchpad-drivers. The reason I originally posted was that the trackpad/cursor issues became significantly worse and, in whole or in part, unresolvable after the Windows 10 version 1903 update.

As you advised, I did a complete factory reset using the HP Cloud Recovery Tool method you linked me to. I have also updated Windows 10 to version 1903. The old (more straightforward) trackpad issue returned but can and has again been resolved by installing a particular driver. I am relieved!

A new matter: Windows has now released an update to version 1909! I have not yet dared to install it, for fear of causing the same problem. Any thoughts?

Best wishes,

Karim