Touchpad acting erratically

[kirasuki]

Hello, recently I've been having a touchpad problem which I think may have started since the last update? Every now and then my touchpad will act erratically like im clicking something when I'm not, jumping around, not moving, being alot slower than what I had it set as or hardly moving at all. I've tried updating the touchpad driver, which doesn't seem to have worked. I've even tried unchecking the enhanced pointer thing which didn't work.

This is a brand new laptop, less than five months old. Though I have noticed that I could have a window open and all of a sudden the header bar will look like it's not on that window? Like I've selected another window even though it's open to that. It does that at random and has ever since I GOT this laptop. It would also do tiny jumps now and then but that seemed to happen after an update? I think. Not sure if that has anything to do with my current problem but thought I would mention it. It's gotten alot worse. It HAS been really hot the past few days and I thought maybe it's just the laptop getting a bit to hot and the touch pad getting hot that might cause that to happen? At least to the degree it was doing it when it was really bad.

Help would really be appreciated!

[Jeet_singh]

@kirasuki,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I understand you are having issues with the touchpad on your HP notebook. Don't worry we'll work together to find a solution for you.

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. 

Recommend you to update BIOS and Chipset Drivers on the computer from our HP Support website, using this link.

Delete the touchpad driver from the device manager.

Restart the computer couple times and check if it responds correctly. 

Run HP Support Assistant to make sure all the updates are installed. Click here. 

Alternatively, you can try to disable touchpad and try to use an alternate mouse and check?

Could you provide me with the exact model of the PC? Use this link to find it:  https://support.hp.com/in-en/document/c03754824  (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

If the Issue persists, 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  

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[kirasuki]

Thankyou for helping, I've updated all my drivers and BIOS and right now it seems to work? The other day I uninstalled the touchpad driver and reinstalled it and have yet to see a major problem since then. I think it was heat related with how humid and hot it's been lately, not fully sure. I'm going to wait a few days to see if the problem happens again or not, then update on if it has or not. For now it seems to work fine. Thank you though for helping me sofar! I'll keep in touch if it happens again or if it doesn't I'll still respond. 

[Jeet_singh]

@kirasuki,

Thank you for the update,
I appreciate your time and efforts, 

I'm glad to hear you found the solution you were looking for.

Please keep the PC under observation and check how it performs.

If you need any assistance, please don't hesitate to reach out to us again.
Thanks for taking the time to let the community know about the solution.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.
And mark my post as Accepted Solution to help others find a similar solution as you have.

Take care now and do have a fabulous week ahead. 🙂
Regards,

[kirasuki]

Hello again, so I don't think it's a heat problem anymore. I'm starting to notice the mouse jumping up when I go to tap on the touchpad to click again, or it wont click at all like that at times again. Not as bad as it was before I first asked for help here, but I'm worried it might get that bad again. 

I got to the BIOS through the advanced restart in recovery under update and security, clicking through the options there like picking troubleshoot and uefi and what not my mouse COULD move, but after entering the actual thing I suppose my mouse never popped up and I needed the arrow keys and keyboard to move around. (I'm not tech savvy, I don't know if what I did was the right or wrong way but I ASSUME being able to move the mouse in the areas mentioned means it's softwear related and not hardwear?) 

When I did update the BIOS and chipset drivers, some of the chipset drivers given to me after putting in the serial number to find them were either a) an oder version and asked me to downgrade which I did not do and b) not compatible with 'this platform' which I was not able to do anything about. I think one may have been something similier to the not compatible part but I did update and instal the ones I could. 

The model of my pc is HP 15-f272wm I would really like help with this still BEFORE it gets worse. I have a wireless mouse I can use that works just fine and all, but I like to use the touchpad more than the mouse please help.

[Jeet_singh]

@kirasuki,

As I see from the post that you have tried to follow the steps suggested and unfortunately nothing has helped to resolve this issue. Don't worry as I have a few other steps which should help you resolve this issue.

Let's try to run a test on the touchpad from F2(Please capture the failure ID for further assistance.

Depending on the test results, If the test passes, I would suggest you could try to restore the drivers from Recovery manager.

For a start please check in device manager if the touchpad drivers are installed correctly. Steps to do it:

Right-click on start>click on device manager>Mice and other pointing devices> check for Synaptics touchpad driver or touchpad drivers.

Now restart the computer and then update the drivers from HP recovery manager- Click here for Instructions.

Let me know how it goes for further assistance.

Regards,

[kirasuki]

From F2? (Like I said, not tech savvy sorry, not sure what you mean by F2.) Looking at the link, would I be able to test them from the hp support assist? I'd rather not have to download anything if I don't have to. 

[kirasuki]

Nevermind, I still don't know what you ment by F2 but I downloaded the hp pc hardwear dignostics and ran a fast systems test and everything passed. I ran the components tests for mouse/touchpad and I did get a failure ID (Was not able to drag the thing to the right no matter what...) Do you want me to post the ID here or is there something else I should do?

[Jeet_singh]

@kirasuki,

Thanks for replying,

I really appreciate your time and efforts,

As I see you have run the test on the touchpad and it has failed. In this scenario, this looks like a possible hardware failure with the touchpad which needs a replacement.

I will send you a private message to assist you with the next course of action.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

Please reply back on the public post as this Private message box is not monitored.

I hope this helps resolve this issue completely,

Regards,

[kirasuki]

After clicking show options the only things to pop up are Chat Messenger and Phone. I don't see a spot for web form, unless it's under Chat?