Synaptics touchpad not working

[CRHRC]

I've read that numerous people are having this issue with the touchpad working sporadically (and now not at all).  I've downloaded the driver repeatedly, updated the BIOS and it will not appear in my devices.  I have physical reasons for not wanting to use my mouse so this is more than an inconvenience.  Boards on Microsoft say this is an HP problem, HP says wait for an update or find a generic driver (?).  Can you suggest a specific driver to use with this OS? Is HP aware? Are they working on a fix?

[praveenbv]

Hi@CRHRC, Welcome to the HP Support Community! Request you to follow the below troubleshooting steps  for Touchpad doesn't work (until pc is restarted): 

  

First, restart the computer and tap on F10 during restart, once on the 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 it's 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 synaptic drivers using this link: Click here  

 Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[CRHRC]

Checked in the BIOS and the touchpad did work so software, not hardware.  But I don't see what or where to go on your link for the appropriate download.  Shouldn't I be able to download it from HP rather than Synaptics?  Their website says:

TOUCHPAD DRIVER SUPPORT

Synaptics' TouchPad device drivers are customized and supported by notebook manufacturers to meet specific driver requirements for their individual products. To ensure the appropriate driver for your device, always use the driver your specific notebook OEM supports.

Installing a generic driver from this website may result in the loss of OEM-customized functionality and other issues.

Before upgrading to Windows 10, first check with your notebook manufacturer for compatibility, then use your device's Windows update function to ensure you get the correct driver for your hardware.

Provide Touchpad Comments

Thanks in advance for any help finding the specific link to the solution.

[praveenbv]

Would you elaborate on what kind of update you are trying to download/install? Please, include details.

Try running these:

1. Windows Update troubleshooter tool >> https://support.microsoft.com/en-us/help/4027322/windows-update-troubleshooter

Automatically finds errors and performs fixes for common Windows Update problems / by Microsoft

2. Try manually resetting some components

Manually reset the Windows Updates Components once again and then reinitiate the Windows Update process.

Resetting Windows Update Components will fix corrupt Windows Update Components and help you to install the Windows Updates quickly. 

Please follow the below steps to reset the Windows Updates Components:
 

1. Click on the Start button and search for services.MSC

Open it

2. Check the list with Windows services. Find these  Background Intelligent Transfer Service (BITS), Cryptographic, MSI Installer, and Windows Update. Right-click each of them and choose to STOP the service.

Minimize the services.MSC window

3. Now rename the SoftwareDistribution and Catroot2 folder. You can do this by typing opening This PC (Windows Explorer) and going to

                          C:\Windows\SoftwareDistribution

                          C:\Windows\System32\catroot2

Right-click on the respective folder, choose to rename the folder to something like with _old extension

4. Go to back services.MSC
Find the stopped services [Background Intelligent Transfer Service (BITS), Cryptographic, MSI Installer and Windows Update]

Right-click the respective service and choose to start it

5. Click on the Start button. Choose to *RESTART* the entire computer.No shutdown and back start *BUT* complete restart

6. After restarting the computer, now retry to install Windows Updates.

[CRHRC]

You asked what I was trying to install?  I followed your previous instructions in the previous response up to the Synaptics link but it just takes me to their site and not to a link I can download.  I've tried the troubleshooting and it says there is no issue though the driver has disappeared under the mouse folder.  I've tried updating windows, BIOS, Synaptics and I may try your instructions but, can you see from this board how many HP customers are having problems with their touchpad?  There is something seriously wrong with HP updates that affected the touchpad (mid-year?) and made it erratic and now inoperable.  Again, using the mouse is causing me serious physical problems so am anxious to resolve this.

[CRHRC]

Windows update reinstalled synaptics but it isn't working (despite it saying it does).  There is a message under properties>events that reads:

Device HID\SYNA328B&Col01\5&7f0e5ea&1&0000 requires further installation.

[praveenbv]

As I understand you need a fix for the kernel power error on the event log,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Do you get any blue screen errors before the device shuts down?

While you respond to that, here's what you need to know:

This scenario usually indicates a problem with the hardware. To help isolate the problem, check the following items:

1. Overclocking: Disable overclocking to see whether the issue occurs when the system is run at the correct speed.
2. Check the memory: Verify the memory by using a memory checker. Verify th
3. at each memory chip is the same speed and that it is configured correctly in the system.
4. Power supply: Make sure that the power supply has enough wattage to appropriately handle the installed devices. If you added memory, installed a newer processor, installed additional drives, or added external devices, such devices can require more energy than the current power supply can provide consistently.
5. Overheating: Check whether the system is overheating by examining the internal temperature of the hardware.
6. Defaults: Reset the system back to the system defaults to see whether the issues occur when the system is running in its default configuration. 

If you see that the computer generates a Stop error that contains a BugcheckCode value that is not reported in an event ID 41, change the restart behavior for the computer. To do this, follow these steps:

1. Right-click My Computer, and then click Properties.
2. Click Advanced system settings.
3. Click the Advanced tab.
4. In the Startup and Recovery section, click Settings.
5. Click to clear the Automatically restart check box.

If you've been using the Recovery Partition (F11) to reinstall the OS, I recommend using the Recovery media instead to wipe out the HDD and create a new partition and fresh OS installation: Click here to obtain one, if you don't have on in your possession.

Hope this helps! Keep me posted.