integrated touch pad/mouse not recognised / working

[TC176]

Tried all HP trouble shooting tests / videos. not seeing integrated hard wear so have to use touch screen or external mouse. 

• windows up dates done
• HP mouse tests (fail as it can not use or see device
• hard reboot with power button. 

Device manger human interface devices shows I2C HID device with yellow warning sign. and states code 10. A request for the HID descriptor failed. 

(Location - on intel serial IO I2C host controller - 7E7A.

Device is only 8 months old.

Internal keyborad works fine when using device as a laptop. spin screen and device works as a tablet and keyboard is disabled and can to use pen or screen.

[Kuroi_Kenshi]

Hi @TC176,

Welcome to the HP Support Community! We're stoked to have you on board! 

To help us get started on resolving your issue, could you please share the model name of your device?

We're looking forward to helping you get back up and running! 

Best regards,

[TC176]

Hi,

model number is 14-fc0009na / HP envy x360 

[Kuroi_Kenshi]

Hi @TC176,

Try these steps:

Update or Reinstall Device Drivers

Update Drivers

• Go to Device Manager.
• Expand "Human Interface Devices."
• Right-click on the "I2C HID Device" with the yellow warning sign and select "Update driver."
• Choose "Search automatically for updated driver software."

Reinstall Drivers

• Right-click the "I2C HID Device" with the yellow warning sign and select "Uninstall device."
• Confirm and restart your computer. Windows might automatically reinstall the correct driver upon restarting.

Check for Windows Updates

Ensure that all Windows updates have been installed, as they may contain necessary updates for drivers:

1. Open Settings and go to Update & Security.
2. Click Windows Update and select Check for updates.

Perform a Hard Reset

A hard reset can sometimes resolve hardware recognition issues without affecting personal data:

For Non-removable Battery:

• Shut down the computer, disconnect the charger, and hold the power button for about 15 seconds.
• Connect the charger and turn on the computer.

For Removable Battery:

• Power off the computer, disconnect the charger, and remove the battery.
• Hold the power button for about 15 seconds, then reinstall the battery and reconnect the charger.
• Turn on the computer.

BIOS Update

Occasionally, BIOS updates can resolve hardware detection issues:

1. Visit the HP Support page for your specific model and download any available BIOS updates.
2. Follow the instructions provided in the support video for the BIOS update.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[TC176]

Hi,

Soory for teh late reply but been on holiday and working away.

I have done all tehse steps before I contacted you. internal dignostic HP tools and BIOS updates / driver / window updates. followed the HP tuturial. still does not work.

No idea whats wrong, all the diagnostic aids for intergrated mouse would not work as the mouse pad is not working so can not proform the tests  

[Max3Aj]

Thank you for your response @TC176. 

@Kuroi_Kenshi is away at the moment. 
I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support