Touchpad Synaptics not working (Win 10)

[Vicehu]

Hello,

my PC is a  HP ENVY X2  11-g000es,  SN: [Personal Information Removed],  PN:C1X00EA@ABE. I have it since 21st of December 2012.

I had migrated to Windows 10 the 28th of December 2015 and things were working quite well, till the 9th of January 2016: Touchpad stopped working (external USB mouse works fine).

The version of the touchpad controler is:

- Synaptics HID TouchPad

- Location:  HID I2C  device

- Driver Provider: Synaptics

- Driver Date:  23/04/2013

- Driver version: 16.5.3.3

- Digital Signer:  Microsoft Windows Hardware Compatibility Publisher

I have tried to update the driver, but no luck. Could you tell me if there is a way of solving this situation?.

Thanks in advance for your support.

[EmeraldAvenger]

Hi there @Vicehu, 

Thank you for joining in on the HP Support Forums and Welcome! This is a great place to ask questions, find solutions and get help from others in the community! I read your post on the HP Support Forums. I wanted to reach out to you and help! I understand that your TouchPad is not working after you had upgraded to Windows 10. 

You had mentioned that you connected an external mouse and it works fine. You also mentioned that you tried to update the driver with no luck. 

Have you tried to see if it happens in Safe Mode?

Have you done any Windows Updates?

Have you tried to uninstall and reinstall the driver on your Notebook? If not, please follow the steps below.  

• Type in Search, "Device Manager", 
• Click On Device Manager,
• Expand Mice and other pointing devices,  
• Right Click on the TouchPad, 
• Click on Uninstall,
• Restart the Notebook twice, 
• Reinstall the TouchPad Adapter.

Have you tried to Update the TouchPad drivers manually? If not, please follow the steps below. 

• Type in Search, "Device Manager", 
• Click On Device Manager,
• Expand Mice and other pointing devices,  
• Right Click on the TouchPad, 
• Click on Update Driver Software, 
• Restart your Notebook. 

The best document I have for TouchPad issues is the Using and Troubleshooting the TouchPador ClickPad document. 

There is a section called Enabling a TouchPad or ClickPad. On some notebooks, the TouchPad can be turned off by pressing an on/off button located near the TouchPad. Please check and make sure that it has not been pushed. 

If the notebook does not have an on/off button then you can use the Mouse Properties to check and see if you need to Enable the TouchPad.

If you click Additional mouse settings it should bring up the Mouse Properties page. If you go to the last tab and it says  Enable Devices, please click Enable Devices. That will put the settings back to default (examples below).  

If it does not say to Enable Devices than the TouchPad is still on.

Have you tried to test the Hardware to see if it passes the component testing? 

If not, please remove any and all USB devices. Disconnect all non-essential devices, as these could cause some issues, and run the Component Test on the Mouse. 

Please let me know if you received an error code from the test. Please let me know if I answered your question by clicking the 'Thumbs up' if the troubleshooting steps in this post resolved the issue for you please click the 'Accept as Solution' button. This will allow other's who have the same issue to find the solution also.

If you require further assistance, I would be more than happy to continue to help you. Please just re-post with the results of the troubleshooting. 

Thanks!

[Vicehu]

Hello EmeraldAvenger, 

I have been applying your recommendation and the situation is like this:

• What I did before opening my question:
  • No, I did not try in Safe Mode
  • Yes, I had done all Windows Updates available
• after reading your recommendations

1. I have tried to uninstall and reinstall the driver on my Notebook with no luck
2. I have tried to Update the Touchpad drivers manually with no luck
3. I went to check and see if I need to Enable theTouchpad, but
   • I do not have the last TAB you point out, my last TAB is the Hardware one

• I think that it is enabled because what I have is

  

1. I have tried to run the UEFI with no luck, I did not get any  error code, because the Touchpad is not working and no way of putting the mouse on the corners…

It is a pity but I did not get the touchpad working, do you think that I could do something more to solve this situation?

Many thanks for your support and time. I wait hearing from you soon. Thx again!!!

[EmeraldAvenger]

Hi there @Vicehu, 

Unfortunately, I cannot view the images that you have included. 

Please try in Safe Mode to see if the Touchpad works there. 

Did you try to do a Hard reset?

Did the Touchpad stop working after you had done the Windows Updates that were available? If yes, please try to Uninstall the Windows Updates that were done.

• Boot into Safe Mode
• In the search type Control Panel
• Click Control Panel
• Click Programs and Features
• Click View Installed Updates
• Click the drop down menu beside Installed On

• Select the date when these problems started to happen
• Go to the Updates shown
• Right Click on the Update
• Click Uninstall

Please uninstall all the updates done on that date. When you are finished, please restart your Notebook twice. 

If the answer is no, you could try to use System Restore in Windows:

• Go to the Search
• Type Control Panel
• Click Control Panel
• Click System
• Click System Protection
• Click System Protection Tab
• Click System Restore
• Click Next
• Choose a Restore point (back to when it was working just fine)
• Click Next
• A box that says "Once started, System Restore cannot be interrupted. Do you want to continue?" will pop up
• Click Yes to Confirm

When the System Restore is finished, you will get a pop up that says it has been completed.

Have you tried to do the hardware test using the HP Support Assistant instead? HP Support Assistant provides easy access to several hardware diagnostic tests. 

Here is a link to the HP Support Assistant if you need it. Just download and run the application. After you do the hardware testing, you can also try updating your drivers with it as well. It will use the most compatible driver or new driver for the Touchpad. 

If the troubleshooting steps in this post resolved the issue for you please click the 'Accept as Solution' button. This just makes sure that others who have the same issue can find a solution to help them also. 

Thanks! 

[Vicehu · Accepted solution]

Hello adain EmeraldAvenger, 

Eureka!, the Touchpad is working now.

I went into Safe Mode, the Touchpad was working there, then, I did a restart and everything works fine.

Thanks a lot for your help and support!!!.

[EmeraldAvenger]

Hi there @Vicehu, 

That is great news! I am glad that the Touchpad is working for you again! 

Could you please click the 'Accept as Solution' button on the post that has a link to the steps that resolved the issue for you?

This will allow other's who have the same issue to find the solution also. 

Thank you so much! 

Have a great day! 😄