Touchpad not working

Question

Good morning,

As the tittle already mentions, the touchpad is completely unresponsive, as if it had been turned off overnight.

I've tried to check whether the controller was up to date in the device manager, but to my surprise, the HID compliant touchpad driver is completely absent from the list. (even with the show hidden devices option toggled on).

The touchpad is not listed in the bluetooth and devices tab of the system settings, nor in the control panel's mouse properties...

I've tried the Surface Diagnostic Toolkit which was frustratingly underwhelming (the conclusion of the report was that the touchpad was not working without providing any helpful insights on how to solve the situation)

Device Details:

Surface Laptop Studio Model (1964 i7) running the Windows 11 Home 23H2 x64

Processador 11th Gen Intel(R) Core(TM) i7-11370H @ 3.30GHz 3.30 GHz

RAM: 16,0 GB (15,8 GB utilizável)

Thanks for your support,

Answer 1

Hello Pedro,

I’m sorry to hear that the issue persists.

Given that the touchpad is unresponsive even in the UEFI screen, it does suggest a potential hardware malfunction.

Hardware failures can sometimes occur unexpectedly due to various reasons such as component wear, electrical issues, or even manufacturing defects that may manifest over time.

It’s unfortunate that this happened just after your warranty expired.

Before proceeding with a repair quote, you might want to try System Restore.

If you have a recent system restore point, try restoring your system to a previous state when the touchpad was working.

Contacting the manufacturer for a repair quote would be the next best step. They might also offer some troubleshooting steps over the phone or online.

I hope this helps, and I wish you the best of luck in getting your touchpad fixed!

Thanks,

Ramya

Answer 2

Hello Ramya,

thanks for your prompt response.

Both steps 1 & 2 were unsuccessful, which might then be explained by the conclusion drawn from step 3.
The trouchpad is completely unresponsive in the UEFI screen.

Are you sure this leads to an Hardware malfunction?
And if so, do you have any idea why a touchpad would stop working overnight without any previous symptoms of unresponsiveness or ghost touches (it was working perfectly fine yesterday in the evening...)?

Shame this happened 1 month after the warranty's expiry date, but well...
I guess I'll ask for a repair quote.

Best regards,
Pedro

Answer 3

Hi Pedro,

Good Morning!!

I am Ramya, Happy to assist you Today.

I’m sorry to hear about the issues with your touchpad.

It sounds like missing HID-compliant touchpad driver is causing the issue or your touchpad driver might be missing or disabled.

Though You have tried show Hidden Devices option here are some more steps you can try to resolve this issue.

1.Run the Hardware Troubleshooter

-Press Windows + R to open the Run dialog box.

-Type msdt.exe -id DeviceDiagnostic and press Enter to open the Hardware and

  Devices troubleshooter.

-Follow the on-screen instructions to complete the troubleshooting process.

2.Reinstall Touchpad Driver

-Download the latest touchpad driver from the Surface Laptop Studio support

 page.

-Open Device Manager.

-Click on Action > Scan for hardware changes.

-Check if the HID touchpad will appear.

-Expand the Human Interface Device or Mice and other pointing device and check.

If the touchpad still doesn’t appear, manually install the driver by

selecting Add legacy hardware from the Action menu.

Once downloaded and installed restart your computer and enable the touchpad.

-Press Windows key + X

-Go to Settings

-Click on Devices

-Click Touchpad and Enable it.

3.Check in UEFI

-Turn off your Surface and wait for 10 seconds.

-Press and hold the Volume Up button, then press and release the Power button.

-Continue holding the Volume Up button until the UEFI screen appears.

-Check if the touchpad works in UEFI.

If it does, the issue might be with Windows. If it doesn’t, it could be a hardware problem.

please refer below article if it helps.

https://www.thewindowsclub.com/hid-compliant-to...

I hope the information above helps. Please let me know how it goes.

Thanks,

Ramya