Synaptics Touchpad not working

[travisisa404]

Product: HP ENVY Notebook - 15-ae004nia (Touch) (ENERGY STAR)
Operating System: Microsoft Windows 10 (64-Bit)
Hi,
I had a problem of my hp envy laptop touchpad which occurred few days ago. Touchpad wasn't working.
I immediately updated it using the Windows Update setting. After the update, everything seemed to work well except for the touchpad. I tried checking the Mouse Properties but there is nothing listed under Hardware and there was no other tabs except for the 4 which are Buttons, Pointers, Pointer Options, and Hardware. Everything I've read regarding this problem said to click Device Settings which I don't have.

Touchpad ERROR CODE 24
I also tried to check the Device Manager but it didn't show "Mice and other pointing devices" until I showed hidden devices. That must mean that there's something wrong with it. When I clicked the drop down arrow of "Mice and other pointing devices" there was one named "Microsoft PS/2 Mouse" and it also has an error sign (yellow triangle with a black exclamation mark inside). It says "This device is not present, is not working properly, or does not have all its drivers installed. (Code 24)."

I tried to Update synaptics Driver Software but it's still not working. I also rebooted the laptop after that but it's still not working. I uninstalled the Synaptics driver and installed the driver manually from the HP website and it's still not working even after rebooting it.
I've tried to load setup defaults in the boot options and it's still not working

And whenever select the mouse properties it alway pops up the message like this Unable to connect to the Synaptics Pointing Device Driver if you have installed another ps 2 pointing device driver please uninstall the synaptics by using the yes button. You then need to reinstall your pointing device driver for your external device again.

I opened taskmanager
right click the synaptics touchpad
and under compatibility tab I checked run this program as administrator then restart and doesn’t work

I ran the quick and extensive test, there were no errors using the HP PC hardware diagnostics UEFI to see if the touchpad is still recognized as present at a hardware level
The first time my touchpad stopped working I reinstalled my windows and lost my files in the process
Please how can I fix this without having to do that again?

My HP Recovery Manager application not showing in windows search or in recovery menu too
I tried troubleshooting it in settings but it is not working
I tried downloading it from HP website but after installing and restarting my system nothing happens.

Thank you and God bless 

[Echo_Lake · Accepted solution]

@travisisa404

Thank you for posting on the HP Support Community.

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

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/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (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.

[travisisa404]

I did a system reset and chose the option to keep my files but all my apps are gone 😞 my touchpad is working now 

[Echo_Lake]

@travisisa404

Thank you for posting back. 

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us.

Have a great day! Stay safe

[travisisa404]

Hello  Echo_Lake, the problem with the Touchpad started again it's not working. Please what's the cause of this problem? 😞 

I attached a picture of the event shown in device properties