Keyboard and Touchpad freeze randomly

[tbros2000]

Hello,

In September 2014 I bought a HP Pavilion 17-f049nd. Shortly after the release of Windows 10  (end of juli 2015) I updated to Windows 10. No problems there, everything worked fine.

In the middle of August my keyboard and touchpad stopped working (I had to use an external mouse + keyboard). Shortly after that the laptop wouldnt even start up (the power on button did not work anymore). I sent it to HP for repair. Got it back in september. They replaced the motherboard.

After the repair, everything seemed to work fine. However, after some time the keyboard and touchpad start to freeze again. Just randomly, sometime after I started Windows (sometimes after 2 minutes, sometimes after more than an hour). I have to restart or log off and log back on to make the keyboard and touchpad work again (external usb mouse and keyboard keep working by the way).

I called HP support in my country and the person on the phone said it was probably a software-based problem, probably due to the update to Windows 10. He advised me to check for updates on drivers on the HP website. I did update everything. I even deleted all the keyboard/touchpad devices in "device manager" to make it reinstall every driver, but it did not seem to help. The touchpad and keyboard keep freezing randomly and I have to restart or log off/log in to make them work again. 

Is anyone familiar with this problem? I really need my laptop, so I prefer to handle this problem myself instead of sending it to HP Repair not having my laptop for several weeks.

[Mrstenter]

Hi @tbros2000,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community!

I came across your post about the Notebook, and wanted to assist you! I have looked into your issue about your HP Pavilion 17-f049nd Notebook and issues with the Touchpad not working correctly.I recommend to restore the BIOS defaults.You could restore the BIOS with this document selecting the reloading the BIOS default settings. That way it will look at the Hardware installed on the Notebook. Restart the Notebook twice then test.

Please let me know how this goes.

Thanks.

[tbros2000]

Okay, I did what you suggested. It did not help. The problem is still there.

Note: When the keyboard and touchpad freeze, the leds of the "capslock" and "F6/sound on-off" do not respond as well when you push them (they remain in the state they were before the keyboard and touchpad froze). When the laptop is restarted or when I log off out of Windows (by external mouse), everything works again.

Note 2: I have the suspicion that moving the laptop around when it's on increases the likelihood of the keyboard and touchpad to freeze. So I have the suspicion that there is a physical component to this freezing issue. Not 100% sure though.

[tbros2000]

Note 3: when I lock Windows the touchpad and mouse start working as well.




Does anyone have a solution? I'm kind of desperate here, since HP can't help me either. Is it maybe a solution to reinstall Windows 10 all together?

[TahleelAbu]

Try to make chipset and BIOS updates 

[tbros2000]

@TahleelABu: I tried that before, but it did not help. Me being desperate, I tried it again, but it does help. Didn't help then, didn't help now.

To be clear: resetting or updating BIOS does not seem to help.

I also tried to update synaptics touchpad drivers, which were downloadable on the HP-support page. Again, didn't help then, didn't help now

[TahleelAbu]

still not booting??? 

then you can call HP support or their service centers 

[SB1943]

Did you ever get this matter resolved about the keyboard and touchpad freezing randomly....I have the same problem.

[tbros2000]

Well I decided to reinstall Windows 10. I did that, but it did not help. Then I called HP Support again. This time they said that I should restore the original image on the partition in order to be absolutely sure that this is not a software-issue. So I did that. The computer formated the c: partition and reinstalled the original Windows 8.1 with all its HP software. However, the problem is still there. I called HP support again and it seems that they are finally convinced that the problem is not software-based, but probably hardware based. So now I will send my laptop to HP support.

I got a little bit frustrated by all this. I hope that I will get my laptop back soon. Working.