synaptic touchpad driver error

[ariiellized]

I have a problem with my HP DQ1013TU laptop after updating the synaptic touchpad driver.
when the laptop is first turned on and the touchpad / mouse is used it causes the screen to turn off and then on again and then on and on. This problem is resolved by restarting the laptop, but when the laptop is dead within a certain period of time this problem occurs again and must restart again.
please help,

[Echo_Lake]

@ariiellized

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?
• Did you make any changes on the settings of your PC prior to the issue?
• When was the last time it worked fine?

While you respond to that, let's try these steps: 

Firstly, perform Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.

Next step, BIOS default: 

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer. Once it's done uninstall the Touch pad device,

Next, uninstall Touch pad device from device manager.

1. Press Windows+X to open the menu, and choose Device Manager on it. 
2. In the device manager, expand category "Mice and other pointing devices". 
3. Under this category, right-click on your Synaptic Touch pad driver and click on Uninstall. 
4. You may be required to confirm the uninstallation. Check the box next to "Delete the driver software for this device" and click OK button. 
5. Restart your PC for the change to take effect. After restarting. Windows will attempt to reinstall the driver. 
6. 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.

[ariiellized]

Did this happen after the latest window or software update?
-No, this problem occurred after I installed the Synaptic TouchPad driver update.
Have you made a hardware / software change?
-not.
Did you make changes to your PC settings before this problem?
-not.
When was the last time it worked well?
-1 month ago before I installed the update.

can I uninstall without doing a hard reset? because I'm worried about losing personal data.

[Echo_Lake]

@ariiellized

Thank you for posting back. 

Let's perform Microsoft System Restore returns your computer to the files and settings from the restore point. Your personal files and documents are not affected. You can also undo a System Restore if the restore does not resolve the issue or if the issue becomes worse.

Click here: https://support.hp.com/in-en/document/c03327545

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.

[ariiellized]

I have followed all the instructions you gave me but my problem was not resolved.

[BrandedCape]

Hi @Ariiellizer,

The standard updating procedure recommended by HP is useful but they miss the point. The error is with the Synaptics Driver.

I found the most recent driver 19.5.35.54 released in 2020 is buggy. Download 19.5.35.50 from HP and it should fix your problem. 

Or obviously the previous version to the driver for your HP DQ1013TU prior to your update which on the HP site is 19.5.35.48

[ariiellized]

I have searched for this version on HP customer support but I haven't found it for my laptop, the latest version available on my laptop is 19.5.35.48, for the version 19.5.35.50 that you suggest doesn't exist.

[BrandedCape]

You should try the .48 driver

If you want to get the .50 driver: 

Try this link to the ce3000 series laptop https://support.hp.com/gb-en/drivers/selfservice/hp-pavilion-14-ce3000-laptop-pc-series/29133449 

Then depending on your version of windows (get this by hitting windows key and type "about", it is in the windows specification) for me it was 1909 (most recent version of windows).

Download the driver. In device manager, select the device and select update driver, browse computer...you may need a restart.

Hope this works for you.