cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
The HP Calculator Community Message Board is moving. While we prepare for the move, we are unable to accept new postings. During the move, you can look for help from other users by visiting https://www.hpmuseum.org/ . Or if you need technical support for your calculator visit: HP Calculators. .
RYANCOM
New member
6 4 0 0
Message 1 of 4
221
Flag Post

Solved!

Track/ Touchpad Unresponsive and not working properly normally

HP Recommended
HP Envy 15
Microsoft Windows 10 (64-bit)

I just received a brand new HP Envy 15 the trackpad/ touch pad is not working. The cursor is on the screen however I can not control it with the trackpad. The touch screen display works, also when plugging in an external mouse via usb I can control the cursor, however I still can not use the touch/ trackpad to move the cursor. I have tried installing the latest drivers from the HP website and the touch/ trackpad still does not work. This HP Envy 15 is brand new as well. I have tried resetting the pc as well to factory settings. I have had this pc in my possession for 2 days and trackpad/ touchpad is not working.

 

Product #: 8ST12AV

Product Name: HP ENVY Laptop 15t-ep000

Serial #: [Personal Information Removed]

Software build ID : 20WW1KBT601#SABA#DABA

Motherboard ID : 878F

BIOS : F.04-11/02/2020

Keyboard revision : 18.32

Total memory : 16GB

Processor name : Intel(R) Core(TM) i7-10750H CPU @ 2.60GHz

 

I tried installing and uninstalling the synaptic precision touch pad drivers, as well as making sure my bios is up to date. I just discovered I can use my trackpad to move my cursor BUT, only while i press down on the touchpad (left click area) and move the touch pad cursor at the same time. Simply moving the touchpad without pressing it down like normal does not work still however. I can use an external mouse via USB, however the touchpad still only works when I press down at the same time. I have university classes starting soon and need my computer for work. Any help/ advice is greatly appreciated. Thanks! 

1 ACCEPTED SOLUTION

Accepted Solutions
Echo_Lake
HP Support Agent
HP Support Agent
26,898 26,832 1,265 1,309
Message 4 of 4
Flag Post
HP Recommended

@RYANCOM

Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. this sounds like hardware related issue with the touchpad and in order to fix this issue, your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​
​​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

View solution in original post

Was this reply helpful? Yes No
3 REPLIES 3
Echo_Lake
HP Support Agent
HP Support Agent
26,898 26,832 1,265 1,309
Message 2 of 4
Flag Post
HP Recommended

@RYANCOM
Thank you for posting on the HP Support Community.

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

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.

ECHO_LAKE
I am an HP Employee

Was this reply helpful? Yes No
RYANCOM
Author
New member
6 4 0 0
Message 3 of 4
Flag Post
HP Recommended

Hello thank you for your assistance. I have factory reset this laptop multiple times and still did not fix the issue. I have updated drivers as well and it did not solve the problem. Is there anyway I could send in the laptop for repairs? It is brand new and I have hardly used it due to the trackpad not working right out of the box. Thank you for your help and advice.

Was this reply helpful? Yes No
Echo_Lake
HP Support Agent
HP Support Agent
26,898 26,832 1,265 1,309
Message 4 of 4
Flag Post
HP Recommended

@RYANCOM

Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. this sounds like hardware related issue with the touchpad and in order to fix this issue, your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​
​​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

Was this reply helpful? Yes No
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation