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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.

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  1. Anonymous
    2018-02-05T20:09:28+00:00

    Hello

    Here is a screenshot of my device manager.

    As you can see, there is nothing under 'Other Devices', or under 'Mouse and other pointing devices'.

    The driver I need should be called 'Asus PTP' (Precision Touch Pad), but there is nothing in the Device Manager.

    Regards

    Stephanie

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  2. Anonymous
    2018-07-04T20:47:56+00:00

    Hello

    I went to the link you mention. It says to install the ATK and Smart Gesture drivers from the links on that page, which I did. Unlike the driver from ASUS website, I had no issues installing these. But I restarted and my thouchpad is still not working.

    I see the Touchpad in my device manager but in properties it says : ''Currently, this hardware device is not connected to the computer. (Code 45) To fix this problem, reconnect this hardware device to the computer.''

    Please help if you can! Thanks

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  3. Anonymous
    2018-04-22T06:06:04+00:00

    I have the same issue and tried all you have recommended above. I have contacted ASUS and they bounce the issue to your updates.

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  4. Anonymous
    2018-02-06T23:02:30+00:00

    Thank you for the screenshot, Steph. The Asus PTP' (Precision Touch Pad) should be under the Mouse and other pointing devices. Since it's not there, please try to scan for hardware changes. On your Device Manager, click Action on the top and select Scan for hardware changes. Try also to press Fn + F9 keys and see if the touchpad will appear.

    If this doesn't work, then go to Settings > Update & Security > Windows Update and click Check for updates.

    Please update this thread with the result.

    Regards.

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