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[RESOLVED] Driver Issues! Keyboard, Touchpad, USB mice not working

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Best Answer DMCShep , 20 August 2017 - 07:34 PM

That worked!!! Touchpad works without any issues, keyboard works, touchscreen works, USB mouse works, checked device manager and zero warnings!!! Rebooted just to make sure it's fixed, and same res... Go to the full post »


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#1
DMCShep

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Need help resolving driver issues for input devices! Driver Manager shows yellow icons next to five devices. Stuck using my touchscreen for everything!!!

 

HP Envy x360 15t, started having sporadic touchpad issues a week ago. In my diagnosing process, I upgraded all my drivers (Snappy Driver Installer), and have lost the use of my keyboard and USB mouse too!

 

Windows insists everything is updated, troubleshooters say there's no problems, windows update says there's nothing new I'm missing, if it weren't for the touchscreen, I wouldn't be typing this now!!!

 

I first thought the touchpad had hardware issues, but need help getting drivers sorted out first. Can anyone help???


Edited by DMCShep, 20 August 2017 - 07:34 PM.

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#2
FreeBooter

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Please visit your laptop manufacturer website to download latest drivers.


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#3
DMCShep

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Thank you for the response!

Sadly, I've done that. The problem isn't with having the right drivers handy it seems, but rather with getting Windows to actually use them. I've tried installing, running Windows repairs, rebooting, and repeating dozens of times. The USB mouse having the same issues is throwing me for a loop -- I'll straight-up uninstall the drivers, reboot, and it still fails to install the right ones.

Is there some kind of diagnostic tool I can use to point me in the right direction of what's going wrong? Windows Event Log was my first thought, but there's so many spots to check, it's like finding a needle in a haystack.
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#4
phillpower2

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I upgraded all my drivers (Snappy Driver Installer),

 

 

Avoid using such programs, see my canned info below as to why;

 

Please note that drivers should never be updated unless it is to address a known issue, if a driver is installed needlessly you can end up creating the very issue that the updated driver was intended to correct, rolling back to the previous driver does not always work and waiting for the next driver update can take some time and may also not resolve the issue.

 

 

When possible, always obtain drivers directly from the provider of your hardware/software and only use drivers or patches from third parties for older or no longer supported hardware/software.

 

 

Do you have or can you borrow a USB keyboard,

 

What are the 5 devices that have a yellow !.

 

Did the problems start after any recent Windows update.

 

Did the computer ship with Windows 8.1 and was then upgraded for free to Windows 10 (this always causes problems with brand name notebooks).

 

There are different version of the HP x360 15T, see screenshot, what version is yours on the list.

Attached Thumbnails

  • x360 15t.jpg

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#5
DMCShep

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Avoid using such programs, see my canned info below as to why;

Crap, I'm glad you mentioned that. I've read the same, but at some point mixed that up with security updates of software  :oops:

 

Do you have or can you borrow a USB keyboard,

Yes, although my touchscreen lets me use the Windows touch keyboard (which I used to type up the first post)

 

What are the 5 devices that have a yellow !.

Getting a screenshot, will edit post with it

 

Driver Icons.png

 

Two icons have disappeared after the USB mouse was unplugged and plugged in again, they are the only two shown without warnings. Still doesn't work though.

 

EDIT:

I stand corrected, this is how it looked when I first logged in:

Driver Icons - Prior.png
Neither here nor there, but sharing for reference (window's been open this whole time -- touchscreen still works for now, not taking any chances!!!)

 

Did the problems start after any recent Windows update.

I think maybe the last one, but it wasn't a major update.

 

Did the computer ship with Windows 8.1 and was then upgraded for free to Windows 10 (this always causes problems with brand name notebooks).

Yes, although the upgrade was done when I first got it two years ago if it helps any.

 

There are different version of the HP x360 15T, see screenshot, what version is yours on the list.

From the bottom of the laptop,

 

Model: 15t-w000

P/N: K8QO4AV

(Pretty sure the P/N uses an "o" since it's wider than the zeros in the model number)


Edited by DMCShep, 16 August 2017 - 07:19 PM.

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#6
phillpower2

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The following to hopefully help move things along for you, Freebooter may be around to help when I cannot be and vice-versa.

 

The idea of using a USB keyboard is for ease of use, you can sit back and see what you are doing rather than leaning across and obscuring the screen with your hands while you are troubleshooting.

 

As a starting point, create a new folder on the desktop named HP Envy x360 15t - w00 CTO drivers, download from HP here all of the drivers to your newly created folder, you need these in any event but please do nothing with them for now (always handy to also have these saved on a USB thumb drive as well).

 

Check to see if you have a system restore point that is both before the problems started and the update that you mentioned was installed, if you do, try the restore point and let us know what if anything happens.


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#7
DMCShep

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Keyboard is functional after the restore, touchscreen remains functional, touchpad and USB mouse still broken. Warning icons over "HID-compliant mouse" and "Synaptics SMBus TouchPad" in Device Manager.

 

Downloading the drivers directly onto a USB thumb drive for sanity's sake. What's next?


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#8
phillpower2

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Create a new system restore point.

 

1: Restart the computer in Safe Mode only (no networking).

 

Install the Intel Chipset Installation Utility and Driver, restart the computer as you would normally and test.

 

2: Restart the computer in Safe Mode only (no networking).

 

Install the Synaptics TouchPad Driver,  restart the computer as you would normally, test.then post back with an update for us.


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#9
DMCShep

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Noticed the Legacy Support in the BIOS is enabled -- shouldn't that be disabled? Don't think it's causing the issue, but worth asking while I'm at it.

 

Good news though: in that screen, the touchpad was working! So definitely not a hardware issue.

 

Can't seem to figure out how to boot into Safe Mode at all though! ESC is the only pre-boot option presented, and it leads the a screen with no relevant options. Will see what I can find, although at the moment I'm updating the BIOS that refuses to install when logged in since I found the option to update it in the ESC menu.


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#10
phillpower2

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Noticed the Legacy Support in the BIOS is enabled -- shouldn't that be disabled? Don't think it's causing the issue, but worth asking while I'm at it.

 

 

On computers such as yours that have UEFI BIOS Legacy Support should be enabled, if you ever needed to boot from a USB thumb drive it may need to be disabled though.
 
Good news though: in that screen, the touchpad was working! So definitely not a hardware issue.

 

 

Aye that is good news as it more or less proves that it is a driver issue.

 

From Windows 8 onwards you cannot access Safe Mode by tapping F8 on boot, you need to follow the steps detailed here


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#11
DMCShep

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Step 1 (installing the Intel Chipset thing) failed. Attaching logs. I tried rebooting into safe mode a second time and running it, same result (hence two sets of logs).

Attached Files


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#12
FreeBooter

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Restart Windows in Safe Mode, and then register the Msiexec.exe file by typing msiexec /regserver at an elevated Command Prompt.
Shut down Windows, and then restart it in standard mode.

 

 

To verify that Microsoft Windows Installer is available on your computer:

    1. Click Start, click Control Panel, double-click Administrative Tools, and then double-click Services.
    2. Look for Windows Installer in the list of results displayed in the Services window. The presence of Windows Installer in this list indicates that Windows Installer is indeed installed and available on your computer.

 

 

Try installing the chipset driver again.


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#13
DMCShep

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Still failed. Attaching latest logs.

Attached Files


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#14
FreeBooter

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I would like you to check the system integrity of your Windows OS installation.
  • Please type cmd.exe into Start Menu search box.
  • Please right click cmd.exe and select "Run as administrator".
  • Please type the following command and press the <Enter> key: sfc /scannow (Please note that there is a space between 'sfc" and "/scannow".)
  • It should take about 20 minutes to run, if there are no serious errors.
  • If the System File Checker reports that some errors were fixed, but some remain; please reboot your computer and run the System File Checker from an Administrator Command Prompt, again.
  • If the System File Checker again reports that some errors were fixed, but some remain, please reboot your computer and run it a third time.
  • If "Resource Integrity Violations" (errors) are reported that could not be corrected, or were not corrected after a third SFC run, then please navigate to the folder: C:\Windows\Logs\CBS and copy the file "cbs.log" to your desktop immediately. I am asking you do that because that file is dynamic, so I want to be able to examine a copy that is unchanged from the time that the System File Checker was run.
  • If there are errors that couldn't be corrected, let me know and I will provide you with instructions as to how to upload the file

Edited by FreeBooter, 19 August 2017 - 10:52 PM.

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#15
DMCShep

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"Windows Resource Protection did not find any integrity violations" -- it should be noted that I did this same step early on in the diagnosing process, so I'm not surprised at that result. This was while still in Safe Mode.


Edited by DMCShep, 20 August 2017 - 12:05 AM.

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