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Touchpad not working and disappeared from Device Manager after Windows 10 upgrade

Anonymous
2018-01-29T16:36:06+00:00

Hello,

After my new 2-in-1 laptop (Asus Zenbook UX360AC) automatically upgraded from Windows 8 to Windows 10, in August 2017, the touchpad stopped working.

I looked at updating the driver, but the touchpad no longer appears in the Device Manager list or Control Panel (it did before).

So I tried updating it manually. I found the driver on ASUS website: Touchpad_ASUS_Win10_64_VER1109.zip.

When I tried to install it the first time, it told me another version already existed on the laptop, which I had to uninstall. I found this in Programs/ASUS PTP Driver (Precision Touch Pad). I tried to repair it (nothing changed), then uninstalled it. Now when I try to install the new driver, I get a different error message: 'There is a problem with the Windows Installer package, a program run as part of the setup did not finish. Please contact your package vendor.'

I contacted Asus, and they told me to contact Microsoft.

I have also already checked in the BIOS on startup, that the 'Pointing Device' is Enabled (it was, I did not change anything).

There are also no pending Windows updates.

Please help me get my touchpad back, thanks!

Moved from: Windows / Windows 10 / Devices & drivers

Windows for home | Windows 10 | Performance and system failures

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  1. Anonymous
    2018-06-07T19:25:31+00:00

    I have an Asus laptop and every once in a while I get the same problem, touchpad not working and 'Mice and other pointing devices' disappear from the Device Manager. I got it working again by:

    1. Open Device Manager
    2. Click on View, then 'Show Hidden Devices' 
    3. Under 'Human Interface Devices' you will see a grayed out 'ASUS Precision Touchpad', highlight it and using the 'Action' click on 'Update Driver'
    4. Once driver was updated the mouse was still not working - looking under properties it was saying HW was not connected, but after restarting Windows the trackpad mouse started working again.

    500+ people found this answer helpful.
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  1. Anonymous
    2018-02-12T14:19:20+00:00

    Hello,

    I did all these checks before contacting Asus and Microsoft already.

    I did them again now, no pending updates and nothing happens when toggling the Fn+F9 key.

    Regards

    Stephanie

    10+ people found this answer helpful.
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  2. Anonymous
    2018-02-02T22:42:30+00:00

    Thanks for the feedback, Steph. When you check your Device Manager, did you see anything that says Other devices > Unknown devices? If it's okay, please share a screenshot of your Device Manager so I'll be able to help you look into it.

    If you found Unknown device under Other devices, then please do the following:

    1. Right-click Unknown device, click Properties, then click the Details tab.
    2. Under Property, look for and click Hardware IDs.
    3. Copy the longest entry under Value. That's the hardware ID of the unknown device.
    4. On a browser, search for the associated hardware for the ID.
    5. Once you have it, visit the manufacturer's website to get the latest driver for the device.
    6. To update the device driver, please see Update drivers in Windows 10.

    Please update this thread with the result.

    Regards.

    10 people found this answer helpful.
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  3. Anonymous
    2018-07-04T14:14:54+00:00

    I had the same problem on my Acer after a W10 upgrade. Nothing worked until I went into BIOS and set the touchpad from advanced to basic and now it works - finally!

    8 people found this answer helpful.
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  4. Anonymous
    2018-01-29T21:22:56+00:00

    Hi Steph,

    There could be corrupted registry keys that's blocking you from uninstalling or removing a program. For you to properly uninstall a program, I suggest that you download and run the Program Install and Uninstall Troubleshoote r from this link. Once done, try installing the device driver again.

    Please update this thread with the result so I'll be able to look into it and further assist you in case the issue persists.

    Looking forward to your reply.

    Regards.

    7 people found this answer helpful.
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