Touchpad has mind of it's own on hp 17-by3613dx

[CabooseOne]

The touchpad is way too sensitive, even on the lowest sensitivity setting. It changes the size of my screen on it's own, the cursor sometimes doesn't move at all, it randomly clicks things on it's own, and it's very difficult to control. I try to move the cursor one way and it fights me on moving, like it doesn't want to go anywhere. I've tried all the settings and updated the drivers and this still happens. This has been an ongoing issue ever since I got this laptop and I have no idea how to fix it. It literally feels like someone else is controlling my mouse at all times.

[KrazyToad]

@CabooseOne

Welcome to HP Community

I have gone through your Post and would like to help

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[CabooseOne]

I've run all the updates and also uninstalled and reinstalled the drivers. I ran a diagnostic test as well and nothing has helped. The touchpad is too sensitive even at the lowest setting. The cursor jumps all around the screen and changes the zoom on it's own.

[KrazyToad]

Do you experience the same problem when running the Touchpad Test from F2 Diagnostics?

- Hold the power button for at least five seconds to turn off the Notebook.
- Turn on the computer and immediately press Esc repeatedly, about once every second. 
- When the menu appears, press the F2 key.
- On the main menu, click Component Tests and Touchpad

[CabooseOne]

Yes I experience it there as well. It moves way too fast to even complete the task and when I do manage to get to the box the slightest movement will send the cursor flying off somewhere else.

[KrazyToad]

If the issue persists during the Diagnostic please contact HP Support in your region for Service Options

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you

[CabooseOne]

Can someone please just mail me a box like I was told HP support would do? I have to send this in for repair and I don't have time to take it anywhere. i'd rather ship it back and have it repaired and sent back to me.

[praveen196]

@CabooseOne Welcome to HP Community!

I understand that you are facing issues with the touchpad.

In that case, I would suggets you conatct our phone support and check for the support option. they will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!