Uncontrollable Down Scrolling

[nesmeralda13]

Hello,

I am having issues with my computer where it is uncontrollably scrolling down. No matter what I am looking at, Chrome, Microsoft Internet, looking for documents, even when scolling through apps in the start menu. None of the keys are stuck and it does it with my wireless mouse, trackpad, and touch screen. I have restarted my computer multiple times and even updated a few days ago to the new system. This started happening randomly before the new update.

--E

[The_Fossette]

Hi @nesmeralda13

Welcome to the HP Forums!

I appreciate you taking the time to share your concern and thank you for using this forum, it is a great place to find answers.

I reviewed your post and I understand that the cursor moving down automatically.

I’d love to help!

I would like to inform you that this issue usually occurs when there is a virus or a malware on your computer.

I recommend you to run a full scan on your computer and make sure there are no virus or malware. For malware, you can also use malware bite and run that on your computer.

If the issue persists, then follow the steps in the below article.

http://hp.care/2qkQWr6

Let me know how it goes and you have a good day ahead.

Take care!

Cheers!

[nesmeralda13]

Hello,

Thank you for the help but it did not work. I did a full system scan and nothing was found, as well as reset the PC (backed my files with recovery) and it still didn't work. 

The link is just for touchpads and I don't think that is the problem because my no matter what I use, my touchpad, mouse. or touch screen it scrolls down. 

What else am I able to do?

[Riddle_Decipher]

@nesmeralda13

It looks like you were interacting with @The_Fossette, but he is out for the day & I'll be glad to help you out, 

I'm the Riddle_Decipher & I'm at your service. 

The reason he recommended that link is because under normal circumstances the issue would be related to the touchpad/scroll key, however, if the issue persists while using the touchscreen as well, I recommend you make use of an alternate mouse and disable the touchscreen to check if the issue persists,

Or simply, check if the issue persists in BIOS? if not I recommend checking if the Touch is working on BIOS screen (Accessed by tapping on F10 while restarting the computer). 

If it works on bios, it's a software issue: please reinstall the display drivers, install the latest updates for the display adapters and BIOS, if the issue persists,  

You could reinstall the windows using the recovery partition or the recovery media to fix the issue. 

If it doesn't work on BIOS either, it's a hardware failure and you may need to Contact HP to set up a hardware repair service

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

[nesmeralda13]

Hello,

Thank you for replying! I restarted the PC and reinstalled windows and the problem still percists. Although, nothing happened in BIOs it didn't move on its own. 

The problem is getting worse now where I am looking at videos and now it keeps going to the beginning of the video and won't let me slide the bar to position it where it was before.

What else am I able to do?