Synaptics SMBus TouchPad Not Responding

[JimmyJL]

So this issue started occurring in early October of 2018 and I've had this ENVY for a little over a year.

The issue is that my Synaptics SMBus TouchPad is not responding. 

I have the animated tray icon in my taskbar and there is a red X over it. 

In ClickPad Settings under Mouse Properties ClickPad is enabled. (I've tried double-tapping the top left corner of the touchpad as well)

In General under Synaptics SMBus TouchPad Properties, it states that "This device is working properly." And under Hardware it still says that message for "Device status" and says that it's "Location" is "plugged into PS/2 mouse port"

The driver version is 19.3.31.31 and when I check for driver updates there are none available

I have previously rolled back the driver to a driver I forget the name of (but it was not Synaptics) however two-finger scrolling did not work so after a month I decided to uninstall it and have my computer return to Synaptics.

When I did return back to Synaptics my touchpad did respond but once I hibernated my computer it stopped working again (I have tried shutting it down as well to no avail)

In Manage profile settings under ClickPad Profiles under Mouse Properties, The only text is "Description" and right below that is "<new>" I assume that that's there by default. I've tried making a profile and nothing changed (not sure why I thought making one would have changed things)

I've also reset devices and the "Disable internal pointing device when external USB pointing device is attached" is not checked. (I've check-marked the box and disconnecting my mouse to see if things would change but nope)

My task manager used to show that the touchpad was taking up CPU when I moved my finger around (though it did not move the cursor) the pad but no longer does.

I do have an HID-compliant mouse driver (for my Logitech mouse) and have tried using the TouchPad without it connected but still no response. Luckily my mouse does work otherwise I would have to completely just use the touchscreen.

Also, I don't know if this is in anyway related to the issue at hand but when I fold my ENVY to activate tablet mode it doesn't. This issue occurred around the same time as the TouchPad issue which is the only reason I bring it up.

Hopefully, this is enough information to assist me in fixing my touchpad (probably too much 😅) but if you need more information feel free to ask. 

[The_Fossette]

@JimmyJL,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

Don’t worry, I assure you I will try my best to get this sorted.

Awesome job on diagnosing the issue correctly and performing smart troubleshooting before posting your question on HP forums. Kudos to you on that score. 

I recommend you uninstall the touchpad driver from device manager and then download and install it from the below link and check.

https://ftp.hp.com/pub/softpaq/sp92501-93000/sp92533.exe

If you continue facing the issue, I recommend you perform a system restore on the computer back to the date when the touchpad was working fine.

Follow the steps in the below article to perform a system restore.

https://support.hp.com/in-en/document/c03327545

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[JimmyJL]

Thank you for appreciating my thoroughness, tried my best to solve it on my own beforehand!

Anyways, the first half of your solution suggestion worked perfectly! I mean I'll come back if it stops to work and then I'll try the second solution suggestion, but for now, I would like to thank you very much! I'm very glad to have my touchpad back! My next step is to get my tablet mode to work but that'll be for another time once I can find out what I can for myself. 

Anyways, thank you again!

[JimmyJL]

Nevermind, opened up my computer this morning and the touchpad was again non-responsive. Time to try the second suggestion. 

[The_Fossette]

@JimmyJL,

It is great to have you back and your patience is greatly appreciated.

Perfect, please try the steps and check whether the issue is resolved.

If any other questions arise, please feel free to write back to me.

Good day! Take care 🙂

Cheers!

[JimmyJL]

Sorry, The_Fossette, the first solution didn't stick as a long-term solution and because the issue started more than a month ago the System Restore won't be a viable option as the latest option for a restore is still in November. Are there any more possible solutions to fixing the touchpad?

[The_Fossette]

@JimmyJL,

It is great to have you back and your patience is greatly appreciated.

I recommend you reinstall the touchpad driver from the recovery manager and then check whether the issue is resolved.

Follow the steps in the below article.

https://support.hp.com/in-en/document/c04762483

Let me know how it goes and you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Take care.

Cheers!

[JimmyJL · Accepted solution]

Hello, I'm back again,

Because of finals, I didn't want to attempt the solutions for fear that it would take too long. 

Anywho, after trying to use the HP Recovery Manager, I found that there was no such app on my computer and so attempting to use a restore point I was again unsuccessful because the problem wasn't recent enough to send my computer back to that state. 

Luckily with some more reading in that article, you suggested me to read I was able to Reset This PC, keeping my files, this solution worked for me! And after two days of the touchpad still working I have decided that this was the solution. 

Hopefully, this is the last time I come back to this and thanks for your help!

[The_Fossette]

@JimmyJL,

Perfect, I am really glad to hear that! 

If any other questions arise, please feel free to write back to me.

Good day! Take care 🙂

Cheers!