Why do my touchpad and keyboard stop working on Windows 11 after connecting to the internet and installing Intel drivers?

Question

Hello everyone,

I have a Dell Inspiron 7591 2-in-1 laptop running Windows 11. After resetting my laptop and updating the BIOS to version 1.21.0 (as recommended by Dell SupportAssist), the touchpad and keyboard stop functioning whenever I connect to the internet.

The issue occurs specifically after Intel drivers are installed automatically. The touchpad and keyboard work fine in the BIOS and immediately after resetting Windows, but they become unresponsive once the drivers are updated.

I have tried the following steps to resolve the issue:

1. Reinstalling all drivers manually before connecting the laptop to the internet.
2. Blocking Windows from updating drivers.
3. Pausing all Windows Updates entirely.
4. Resetting and reinstalling Windows multiple times.
5. Downgrading the BIOS to the previous version.

Despite these efforts, the Intel drivers keep reinstalling, and the problem persists.

I would appreciate any guidance on how to stop these drivers from installing permanently or any alternative solutions to resolve this issue.

Answer 1

Hello Ahd bgh,

thank you for posting on the Microsoft Community Forums.

Given the steps you've already taken, here are a few additional approaches you could try to diagnose and resolve this issue:

1. Disable Automatic Driver Updates:
   • Press Win + R, type sysdm.cpl, and press Enter.
   • Go to the "Hardware" tab and click on "Device Installation Settings".
   • Select "No (your device might not work as expected)" and click "Save Changes".
2. Uninstall Problematic Intel Drivers:
   • Uninstall the problematic Intel drivers while offline:
     1. Disconnect from the internet.
     2. Open Device Manager (Win + X > Device Manager).
     3. Locate the problematic Intel drivers (e.g., Intel Integrated Sensor Solution, Intel HID Event Filter).
     4. Right-click on the driver and select "Uninstall device". Ensure you check the box to "Delete the driver software for this device".
   • After uninstalling, restart your computer and remain disconnected from the internet.
3. Use Group Policy to Block Specific Drivers (Windows Pro and Enterprise):
   • Press Win + R, type gpedit.msc, and press Enter to open the Group Policy Editor.
   • Navigate to: Computer Configuration > Administrative Templates > System > Device Installation > Device Installation Restrictions
   • Enable the policy "Prevent installation of devices that match any of these device IDs":
     1. Right-click and select "Edit", then enable the policy.
     2. Click on "Show" and add the problematic device IDs (you can find the device IDs in Device Manager by right-clicking the device, selecting "Properties", and then going to the "Details" tab and selecting "Hardware Ids" from the Property drop-down).
     3. Click "OK" and apply the changes.
4. Manually Install Compatible Drivers:
   • Download the latest, compatible drivers for your touchpad and keyboard from the Dell Support website.
   • Install these drivers manually while disconnected from the internet.
5. Prevent Windows Update from Reinstalling Intel Drivers:
   • Use the "Show or hide updates" troubleshooter to block specific updates. You can download this tool from the Microsoft website.
     1. Run the troubleshooter and select "Hide updates".
     2. Check the boxes next to the problematic Intel drivers and follow the prompts to hide them.
6. Update Intel Drivers from Intel's Website:
   • Visit the Intel Driver & Support Assistant page and download the tool to check for driver updates directly from Intel.
   • Use this tool to install drivers, which might be more compatible than those provided via Windows Update.
7. System Restore Point:
   • Create a System Restore Point before connecting to the internet and allowing any updates.
   • If the problem reoccurs, you can revert to this Restore Point.

It appears there's an incompatibility or bug in the recent Intel drivers that are being installed automatically. Following these steps to disable, block, or replace these drivers with functional versions should help remedy the situation.

Best regards,

Lei

Answer 2

Hi Lei Tao,

Thank you so much for your time and advice! Disabling the "Intel Integrated Sensor Solution" driver using the Hardware IDs resolved the issue. I truly appreciate your help!

Thank you