Touchpad Issues

[anand_rane]

Dear all,

  Having touchpad issues with HP pavillion 14 convertible. The device manager shows it as a I2C HID device with issues. 'Device status: The device cannot start (Code10)'. While trying to see if driver issues caused this, I realized that current version of windows (11 23h2) doesnt have driver posted on HP driver website (Other versions of drivers dont work if i try to install). Could you please help in further troubleshooting, if this is hardware or driver issue? I would really not like to resort to system restore option on this work laptop.

Kind regards,

[Deep_World]

Hi @anand_rane,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

I’m sorry you’re going through this; I understand the concern and don’t worry I’ll help you with this. 

To help me understand the situation better, could you please share a bit more information?

 Please let me know:

1.When did the touchpad stop working?

• After a Windows Update (23H2 installation)?
• After a driver update?
• Suddenly on reboot?

2. In Device Manager → Human Interface Devices

What do you see?

• "I2C HID Device" with a yellow warning?
• “HID-compliant touchpad” missing entirely?
• Any Intel Serial IO or Intel GPIO devices with warnings?

These clues help determine if the I2C bus itself is failing.

3. BIOS / UEFI

If you enter the BIOS (F10 at startup), does the touchpad respond there?

• If it works in BIOS → software/driver issue
• If it does not work in BIOS → high chance of hardware issue

This is a very important test.

4. Recent updates

Have you recently installed:

• Windows 11 23H2 feature update?
• Any optional driver updates from Windows Update?
• HP Support Assistant updates?

Some Intel I2C/SIO drivers break after major updates.

Troubleshooting steps to try 

1. Check Intel Serial IO Drivers

Your touchpad uses Intel I2C controllers.
Please check:
Device Manager → System Devices → Intel Serial IO I2C Host Controller

• Do you see one or two entries?
• Any yellow warnings?

2. Roll Back or Reinstall Intel Serial IO Drivers

Even if HP doesn't list drivers for Windows 11 23H2, your laptop usually still requires:

• Intel Serial IO Driver
• Intel GPIO Driver
• Intel Chipset Driver

These often get overwritten or mismatched after a Windows update.

If you can, tell me:

• The version number shown for each Intel Serial IO I2C controller
• If “Roll Back Driver” is available

3. Try Resetting BIOS Defaults

Sometimes the touchpad I2C device disappears due to firmware glitch.

• Reboot → F10 → BIOS
• Restore Defaults
• Save & Exit

Let me know if the touchpad comes back after restart.

4. Check Windows → Optional Updates

Go to:
Settings → Windows Update → Advanced Options → Optional Updates → Drivers
Do you see any Intel, ELAN, or Synaptics drivers offered?

If yes, list them here.

5. Hardware Check

Please confirm:

• Has the laptop been dropped or had the lid twisted recently?
• Any liquid exposure?
  
  I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

[Deep_World]

Hi @anand_rane,

We did not hear from you after I replied to your post that you had created on the HP Support Community.

This is a follow-up to know if the issue that you were facing with your HP product has been resolved.

If you encounter any more hiccups or have questions, please don't hesitate to reach out. We're here to help and support you every step of the way! 

We'll be archiving this case, but feel free to respond to this thread anytime to continue the conversation. 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Take care, and have an incredible day ahead! 

Best regards,

Deep_World

[anand_rane]

Hi @Deep_World,

   Thanks for your message. To respond to your queries:

1) The issues have been there for a really long time now, so hard to say if it coincided with windows update, but if i strech my memory, it did happen after a windows update long back. Got too used to using external mouse, but realised do need the touchpad while away from desk.

2) In device manager it shows I2C HID Device with a warning. If i check on device status, it says

This device cannot start. (Code 10)

A request for the HID descriptor failed.

If I check on System information, it lists a problem device in I2C HID device. Error code says 'This device cannot start'.

3) The touchpad unfortunately doesnt work in BIOS as well. 

4) I did install a driver from windows optional update very recently, but in an attempt to troubleshoot touchpad issues. The situation didnt change before or after. 

From troubleshooting steps:

1) All the Intel devices listed in system devices seem to working properly, no warning signs

2) Version number for Serial I2C Host Controllers drivers 30.100.2129.8 

3) Tried, didnt help.

4) No updates listed 

5)Nothing major or minor happened that I could notice. 

Thanks for trying to help and sorry for late reply. Unfortunately, atleast to my knowledge no way to test if touchpad hardware detected/functional through other tests.

Kind regards,

Anand

[Deep_World]

Hi @anand_rane,

Thanks for your response. It looks like you’re still having trouble with the unit.

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World