zBook 15u G2 Touchpad not working

[janjansen77]

hi - my brand new 15u G2 has a touchpad which doesnt work. I followed other threads and uninstalled the old driver and am now running the latest driver 19.0.17.1

the touchpad was working for about 20 minutes till I tried the scroll functionality. according to 'mouse properties' the device is working properly. the little LED in the top left corner isn't lit and double tapping the top left corner as instructed does not solve the issue.

any help is much appreciated. thanks!

[Vidya123]

Hi

Please update the Synaptics Mouse Driver .Version: 19.0.17.1 Please ref the link mentioned below ,this should help you fix issue .

http://h41302.www4.hp.com/km/saw/view.do?docId=emr_na-c04889048&hsid=68780526&sz=8717

If any issue please feel free to reply back to us .

Thank You
Vidya

[janjansen77]

thanks for your response.

however I can't follow this link as it requires me to have a computer password which I don't believe I have.

if this link only points me to the latest synapicts drivers it wouldn't make sense to follow as I have the latest rivers installed already.

The reason I went for an high profile HP laptop was to get a product which doesn't require any man handling and get a device which just works.

would you have any other idea to help this case? or let me know what the computer password could be?

I'm thinking that I just have faulty hardware

many thanks for your help 

[Vidya123]

Hi 

Sory for the delay in response .

Please try downloading the file from the following .

http://h20564.www2.hp.com/hpsc/swd/public/detail?swItemId=ob_155470_1&swEnvOid=4060

Let me know if you have any issues .

Thank You 

Vidya 

[janjansen77]

thank you for your response again. the driver you had linked to I have already installed. the driver I am currently running is 19.0.17.1

if I take out the battery and put it in again the touchpad will work again but evetually stops working. I have yet to discover a pattern when and why the touchpad stops working. it seems (!) related to whether or not the laptop is connected to a power source when going into sleep mode. but I can't be certain.

thank you for your help

[janjansen77]

 i can now 100% reliably reproduce the error:

If the laptop IS connnected to a powersource and goes into hibernation mode, the touchpad does NOT work upon windows reactivation. I will now have to take out the battery to reset the laptop in order to get the touchpad working again.

if the laptop goes into hibernation mode and IS NOT conected to a powersource this problem does not occur.

whilst I was trying to type this response i also got a bluescreen with the typical meaningless messages.

the unit is brand new and is basically unaltered since I bought it

could you please advice?

many thanks

[Vidya123]

Hi 

At this point of time I can suggest the following :

1. Update the Bios 

2. If the unit is in warranty then please speak to HP Technical support team .

It can be something to do with hardware issue .

Please contact the technical suport team 

Thank You 

Vidya 

[Paul_Brassard]

Got the same exact problem. I don't use my touchpad often but when I need to use it I got to remove the battery and reset every time. This is very frustrating. I've let it go for awhile expecting HP would resolve this problem but no updates yet. I wish someone has a solution.

[janjansen77]

I spent litrally a couple of hours on the phone with HP support. The lady was really nice and competent but couldn't solve the issue either so they replaced the entire unit. (it revealed I had more problems besides the touchpad)  the new one doesn't have this problem