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Posts: 11
Member Since: ‎02-18-2017
Message 1 of 18 (263 Views)

touchpad software will not install

Product Name: stream 11
Operating System: Microsoft Windows 10 (64-bit)

Hi, I'll try and keep a long story short. Had a problem with the above laptop. It would not load 8.1 windows updates. I tried all I know to get it to work then gave up and installed win 10. Apart from space problems, the notebook only has 30 Gb of eMMC storage and only 2 Gb ram, both, as far as I know, not upgradeable by normal means (I think they are soldered to the mother board). It was only on trying to use the laptop without a mouse that I discovered the touchpad was not working. On investigation it appears that its a known fault with this notebook and win 10. It seemed I only had to install a new version of the touchpad software (from HP or Synaptics) and all would be ok. I downloaded the software and tried to install only to be told that a previous version was still on the machine and needed to be uninstalled. I uninstalled the previous version using iobit uninstaller. I tried again only to be told the same thing, I tried different versions of the software from different sites to no avail. I have checked for elements of synaptics in all folders and found nothing. I eventually tried putting an older version of the software for win 8.1 which seemed to work but I still got the message about a previous version of the software being on the machine and it probably would not work. All of the info I can find on the net always starts with 'Uninstall the old software' I do not have any software on the machine to uninstall. Even though the version for 8.1 says its installed and ready for use its not actually on the machine. I've unhidden all files and folders so I could search for any instances but there are non to find. Any help on this exasperating issue will be gratefully received. After removing the windows.old from the machine I have about 8 Gb of free space..

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HP Support Agent
Posts: 9,833
Member Since: ‎07-14-2016
Message 2 of 18 (223 Views)

Re: touchpad software will not install

Hello, @zombiex – Hope you are well Smiley Happy
 

Thanks for joining the HP Support Forums! This is a wonderful location to converse with the community, get assistance and find tips.


Going through your post, I understand that you are having difficulty uninstalling the previous version of the Synaptic touchpad drivers. Did you try uninstalling the drivers from the device manager? Check the following steps:
 

  • Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.
  • Once in device manager, click on the view tab in the top & choose “Show hidden devices”.
  • Expand “Mice and other pointing devices”
  • Right-click on “Synaptics….” and select “uninstall”.
  • Select the box which says “Delete driver software” and confirm the uninstall.
  • Restart the PC.


Now try installing the new synaptic drivers and check.

Also, go to http://hp.care/2f1DqWH and follow the steps under “Troubleshooting when the TouchPad does not work”


Those steps should do the trick, let me know the outcome!

Good luck Smiley Happy


Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

DVortex
I am an HP Employee

Tutor
Posts: 11
Member Since: ‎02-18-2017
Message 3 of 18 (205 Views)

Re: touchpad software will not install

Thanks  for this. unfortunately even after clicking on 'show hidden devices' it does not show up.

 

All solutions I've looked at start with 'click on uninstall in device manager' non work. Other assume you have the touchpad installed and its just not working properly, in this case it will not install.

 

I've tried to install the updated drivers and although it states that it has installed and is ready for use, it isn't.

 

Any other ideas would be welcome.

 

Thanks Al

 

(by the way I was, before retirement, a computer specialist and have to admit I've never seen this before,  a program stating that it has installed but actually hasn't)

Tutor
Posts: 11
Member Since: ‎02-18-2017
Message 4 of 18 (202 Views)

Re: touchpad software will not install

forgot to mention, if i look in settings, devices, mouse and  touchpad, additional all I see are option to alter the mouse settings.

HP Support Agent
Posts: 9,024
Member Since: ‎01-29-2014
Message 5 of 18 (181 Views)

Re: touchpad software will not install

Hi @zombiex, I am the MrRobot. It looks like you were interacting with @Dvortex, but he is out of the office today so I'll take over from here.

 

Thanks for your response and time.

 

Thanks for trying out the steps.

 

As you mentioned you have issues uninstalling the touchpad drivers.

 

Try installing the touchpad drivers using HP recovery manager.

 

Refer this article to know how to install the drivers using HP recovery manager.

 

If the issue still persists try performing a system recovery on your PC.

 

Refer this article to know how to perform a system recovery.

 

 

 

I'll watch your reply!

Have a great day ahead! Smiley Happy

MrRobot
I am an HP Employee

Tutor
Posts: 11
Member Since: ‎02-18-2017
Message 6 of 18 (174 Views)

Re: touchpad software will not install

when i go into hp recovery manager i do not get the option to reinstall programs and drivers as you intimate in your reply. Under help, i only get the option to refresh the complete system?   Am i in the wrong place?

HP Support Agent
Posts: 9,024
Member Since: ‎01-29-2014
Message 7 of 18 (161 Views)

Re: touchpad software will not install

@zombiex, thanks for your quick response and time.

 

Thanks for trying out the steps.

 

Please provide the product number of your PC to assist you better.

 

Please uninstall the touchpad driver from device manager. And install the touchpad drivers to the latest version 19.0.19.1 directly from Synaptics website.

 

Use this link to download the touchpad drivers for windows 10.

 

 

Hope to hear from you soon!

Have a great day ahead! Smiley Happy

 

MrRobot
I am an HP Employee

Tutor
Posts: 11
Member Since: ‎02-18-2017
Message 8 of 18 (156 Views)

Re: touchpad software will not install

Hmmm, Whilst I appreciate your assistance it appears that you are not actually reading my posts.

 

Suggesting that I uninstall the software when I have already mentioned that the software is not on the machine seems a little silly.

 

I have already, as mentioned, tried to download and install that software 8 or 9 times...

 

Let me try again.!   I deleted the software as per the instructions for upgrading a win 10 machine to use the latest version of the touchpad software.

 

On many attempts to reinstall the said software I get the 'software has insatlled and is ready for use' message but it is not installed.

 

 

I cannot delete software via 'Device Manager' which does not exist on the machine.

 

Please read my previous posts so that you can understand the issue.   

 

The notebook is a 'Stream 11 11-d060sa'

 

Thank you

HP Support Agent
Posts: 9,024
Member Since: ‎01-29-2014
Message 9 of 18 (152 Views)

Re: touchpad software will not install

@zombiex, Thanks for your quick reply.

 

I think there was a misunderstanding here.

 

I wanted to you to use Revo uninstaller and uninstall the touchpad drivers from your PC and install the driver from my previous thread.

 

Let me know how it goes!

Have a great day ahead! Smiley Happy

 

MrRobot
I am an HP Employee

Tutor
Posts: 11
Member Since: ‎02-18-2017
Message 10 of 18 (149 Views)

Re: touchpad software will not install

I'm not sure how many times I can say this.... Synaptics software is not on my machine.!!!!!!!!

 

I cannot use any uninstallers be they windows, iobit, revo .... Because the software is not there.

 

 

Have I made myself plain enough now....

 

 

If you cannot understand this can you pass this on to someone who has knowledge in this area please...

 

and please please stop suggesting I uninsall the software ''IT's not there"

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