09-11-2019 07:08 PM
I have an HP Spectre X360 13-Ae0xx. I recently started having a problem that the touchpad is unresponsive.
This happens after the laptop was in sleep mode or even if the screen was turned off to save power.
The rest of the laptop is operating and I can insert an external mouse, but the touchpad is completely unresponsive.
This makes the laptop nonoperational as I have to turn it off and on again every time.
Can you tell me how to get this fixed?
09-15-2019 02:55 PM
Thank you for posting on the HP Support Community.
- Did you make any changes on the settings of your PC prior to the issue?
- Have you tried any troubleshooting steps?
While you respond to that, let's try these steps:
Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.
- Turn off the computer and wait five seconds.
- Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
- On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
- Press F10 to Save and Exit.
- Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
- Follow the prompts to restart your computer.
Next, uninstall Touchpad device from device manager.
- Press Windows+X to open the menu, and choose Device Manager on it.
- In the device manager, expand category "Mice and other pointing devices".
- Under this category, right click on your Synaptics Touchpad driver and click on Uninstall.
- You may be required to confirm the uninstallation. Check the box next to "Delete the driver software for this device" and click OK button.
- Restart your PC for the change to take effect. After restarting. Windows will attempt to reinstall the driver.
- Do not perform any manual upgrades to the driver until it does automatically
Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
I am an HP Employee
09-16-2019 02:45 PM - edited 09-16-2019 09:27 PM
I followed the steps as described, but now the touchpad cannot do some operations like swithcing between applications with 3 fingers on it or switching workspace with 4 fingers on it.
Also, the mouse still "freezes".
09-16-2019 09:40 PM
Thank you for posting back.
Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:
Firstly, perform Windows Update and HP Support Assistant: ( do not skip any troubleshooting steps if you feel steps are repeating )
To check for updates now, select the Start button, and then go to Settings > Update & security > Windows Update, and select Check for updates.
Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.
- To open HP Support Assistant, double-click the HP Support Assistant icon .
- Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
- Click Check for updates and messages to scan for new updates.
- Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
- Click the update name for a description, version number, and file size.
- Select the box next to any updates you want to install, and then click Download and install.
BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629
Click here:https://support.hp.com/in-en/document/c04648748 to customize and adjust how you scroll using one finger or two fingers and how the TouchPad or ClickPad responds to gestures near the edge. ( refer to Change edge behavior when scrolling )
Keep me posted for further assistance.
I am an HP Employee