Touch pad not working after windows 10 installation

[Huggons_1]

After a clean install of windows 10  64 bit (was 8.1 and touch pad worked fine) the touch pad no longer works. I have updated Windows 10 with all available updates. Looked at support videos and articles. Have tried the driver from the HP site. No tab/option showing in mouse settings for the touch pad. Also after installing the HP driver, this does not show in programs either. 

https://support.hp.com/gb-en/drivers/selfservice/hp-stream-11-d000-notebook-pc/7372144/model/8254983

Synaptics TouchPad Driver

19.0.12.95 Rev.A 199.4 MB Jul 29, 2015

Any help would be great 

Steve

[Barachiel]

@Huggons_1

Good Day. A warm welcome to the HP community.

I reviewed the case regarding issues with the computer.

I will be delighted to assist you here.

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 synaptic drivers using this link: Click here  

Keep me posted. 🙂

[Huggons_1]

The mouse does not and should not work within the bios. The rest has also done nothing to resolve the issue. Also as the hdd was formatted to clean install windows 10, I can not clean install windows 8.1 with the media creation, as the key is required.

This is not a good show, as the HP driver states that it works with windows 10, when clearly it does not. Any further suggestions 

[Huggons_1]

Also the driver link you mentioned, directs users back to the oem, which is HP. Where do you think the drivers are that you are referring customers to? 

[Huggons_1]

Emailed HP CEO....

After many private messages backwards and forwards between HP support agents on the support forum, I am calling out HP [edit] telling customers that the touchpad and mouse should work within the BIOS of this laptop. The mouse should not and does not work within the BIOS of this device. I can see that they have repeatedly given this advice and I have no doubt that some customers have disposed of their devices after being led to believe that their hardware is at fault. They are also sending customer on a wild goose chase, by directing them to synaptic. The link that they provide for synaptic, does not have any drivers to download and directs customers back to the OEM i.e HP!

They also keep fobbing me off to the outsourced overseas UK support team, who are not willing to listen, disconnect calls and point blankly refuse to believe that edit work for HP!

[edit] Calls I made to the HP support desk

25/01/201908:14 HP rep hung up the line on me.

25/01/2019 08:25 HP rep hung up the line on me.

25/01/2019 08:30 I asked for manager call back, HP refused the request.

25/01/2019 13:30 asked for manager call back, HP refused the request.

25/01/2019 17:03 “argued” for 25+ minutes eventually to speak to a HP manager, who could not care less than his staff.