Touchpad Drivers Not Working on Brand New Envy 17

[dbt3ch]

I'm not having the same luck as you. However, it did install a fingerprint driver which my model does not have...

Yay HP...

Edit: I just noticed you have a 17m-ce1xxx while mine is a 17-ce1xxx without the "m".

[dbt3ch]

Bump

[dbt3ch]

bump

[Arthur-c]

Hello. Thank you for posting 🙂

Whenever you reply to your own messages, instead of bumping your case forward, the forum automatically thinks your post in being answered and resets your timer. Please allow our experts and agents time to respond to your post in order to get the quickest reply. We hope you underdstand 🙂

Regards,

Arthur-c

[dbt3ch]

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@Arthur-c wrote:

Whenever you reply to your own messages, instead of bumping your case forward, the forum automatically thinks your post in being answered and resets your timer. Please allow our experts and agents time to respond to your post in order to get the quickest reply. We hope you underdstand 🙂

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How many weeks does HP need to provide working drivers? Let's all be honest here[edit]

It is VERY telling when HP would rather sweep this issue under the rug than actually fix it.

[dbt3ch]

bump

[dbt3ch]

PM from StephanSoMe on 1/21:

@StephanSoMe wrote:

Hello, 

Thank you for reaching out. I can help you with finding drivers on your unit. Can you please provide the unit's serial number?

Best regards,

StephanSoMe

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My Response on 1/22:

Serial # = 8CG9512PLP

You already "helped" me before by sending me a link to the product page: https://support.hp.com/us-en/drivers/selfservice/hp-envy-17-ce1000-laptop-pc-series/29126769/model/2...

It is clear you still didn't read my OP, so I'll spell this out again.

"Synaptics Precision Touchpad Filter Driver (Windows 10 v1903) 19.5.35.41 Rev.A" aka "sp98519.exe" does not work on a fresh installation of 1909, even when I force it to install. Also, before you and HP make the suggestion, reformatting to 1903 is not an option and would not fix this problem anyway as editing the install.cmd should have worked if this was the correct driver for this device. The installation completes, but no driver is installed. I also confirmed the touchpad is working by using HP's bootable UEFI hardware diagnostic. My best guess is that someone screwed up and posted the wrong driver on the support site. I just need HP to post the correct driver for this computer/device. It is as simple as that.

Here is proof that my device is still not working: https://i.ibb.co/KX8hfJt/HP-Still-No-Touchpad-Drivers.png

All of these details are in my OP. I advise you thoroughly read my OP this time as you will likely need to provide information I listed to an internal HP department in order to get a working driver.

His response on 1/22: 

@StephanSoMe wrote:

Hello,

Thank you for contacting Social Media. I did some research on your behalf and found the following link specifically for drivers on your unit. 

https://support.hp.com/us-en/drivers/selfservice/hp-envy-17-ce1000-laptop-pc-series/29126769/model/2...

Best regards,

StephanSoMe

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This is the 2nd time StephanSoMe has sent me this link via PM. The first time was on 1/07. What am I doing wrong here that I cannot get an HP employee to even read what is in front of them? I am literally pulling my hair out in frustration.

EDIT: Here is his PM from 1/07:

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@StephanSoMe wrote:

Hello, 

Thank you for contacting Social Media. I did some research on your behalf and found the following link specifically for drivers for your unit. 

https://support.hp.com/us-en/drivers/selfservice/hp-envy-17-ce1000-laptop-pc-series/29126769/model/2...

Of course, you can contact your local support team directly if you prefer. For the most convenient way to make contact:

To see all possible support options, including chat support: https://support.hp.com/us-en/contact-hp

-OR-

HP USA/Canada Phone Support: 1-800-HP-INVENT (1-800-474-6836)

Best regards,

StephanSoMe

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[dbt3ch · Accepted solution]

You did it, HP, you wore me down. After:

• Hours on the phone with a dozen or so support agents and "supervisors" (all from foreign countries)
• Weeks of waiting for a coherent response to my detailed thread
• Multiple PMs from HP employees who still don't understand the issue
• Multiple days of back and forth with HP's Twitter support team who also don't understand the issue

I'm done. Clearly posting the correct driver for a computer/device is beyond the technical capabilities of a multi-billion dollar company. I won't make the mistake of trusting HP for anything ever again. I hope that others will see this and heed my warning.

[Arthur-c]

Thank you for visiting the HP Support Community. While we don't take the removal of information lightly, I'm sorry to inform you that your recent post has been edited / removed per our Rules of Participation (referenced below):

Think before you post: You may not use, or allow others to use, your registration membership to post or transmit: a) "Rants", "slams", or legal threats against HP, another company or any person.

This Community is not a venue for legal discussion. All users are expected to maintain a courteous tone when posting on the community. As this is a peer to peer community, if you wish to reach HP, you may use the contact information found here: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html. Finally, your post has been forwarded to the appropriate team and expect a private message as a reply.

Thank you

[KrazyToad]

@dbt3ch

I have gone through your post and I understand your concerns and frustration

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you