Dead Keyboard and touchpad after Intel Updates

[Sats2]

Load a new copy of Windows 11 or 10, every thing works fine until you connect to the internet, then the first stop is Intel.com for Intel driver updates. Keyboard and touchpad work fine until the Intel Graphics driver is installed, right directly after that install neither works again, loading in the actual drivers for those devices in device manager seems to have no effect, neither works! After 28 installations on this HP Envy Convertible X360 15m-es0023, I'm at my end. What is isn that Graphics driver that messing with those devices. By the way, external keyboards and mouse work fine, the internals work in the bios but not in the OS. It is a Intel driver problem, as I have 3 other HP Envy's doing the exact same thing.

[JohnM_Intel]

Hello Sats2,

Thank you for providing detailed information about the issue you are experiencing with your HP Envy Convertible X360 15m‑es0023. I understand how frustrating it must be to repeatedly install Windows and encounter the keyboard and touchpad becoming unresponsive immediately after the Intel Graphics driver installation.

From your description, it appears that the internal keyboard and touchpad function correctly in the BIOS and with external input devices, but stop working after the Intel Graphics driver installs in Windows. Your observation that this occurs on multiple devices of the same model further suggests a potential driver compatibility issue.

To help us properly investigate, could you please provide the following details:

1. The exact version of the Intel Graphics driver that causes the issue.
2. The Windows build number (e.g., Windows 11 22H2, 10.0.xxxxx).
3. Any error messages or warnings shown in Device Manager or Event Viewer after the driver installation.
4. Confirmation whether this occurs with both Windows 10 and 11 on the affected devices.

Thank you for your patience and for providing detailed observations it greatly helps us troubleshoot these complex issues.

Regards,

John M.

Intel Customer Support Technician

[Sats2]

The exact version of the Intel Graphics driver, Intel 30.0.101.1340

This is Windows 11 Home 25H2, build 26200.7019

Windows Feature Experience Pack 1000.26100.265.0

Device manager show NO errors whatsoever.

To restate the events taken, on a fresh reload of Windows 11, 25H2, upon finished install the Laptop works with both, Keyboard and touchpad. I've purposely disallowed the Internet connections, by indicating no internet is available, to get through to the final installation. I have allowed it to connect to wireless connection while completing the installation. Either way, I still end up with no keyboard and no touchpad. I can use external USB keyboard and mouse with no problems. The keyboard and touchpad work in the bios. Disallowing the Internet connection was to set up certain actions, turning Windows updates OFF for 5 weeks prior.

But once the laptop can talk to the internet, with Windows updates blocked, the Intel updates occur, of which are not controllable, once they've completed, under update history, Drivers, I now show 50 updates, it was empty prior.

Now, I'm not 100% sure if the Graphics driver is the cause, but it's directly after it installs that the Keyboard and touchpad no longer function.

I've attached a text file of those drivers loaded immediately upon internet connection.

[JohnM_Intel]

Hello Sats2,

Thank you for providing the detailed information and the attached driver list. I understand how frustrating it must be to have the keyboard and touchpad stop working after a fresh Windows installation and Intel driver updates, especially while external devices continue to function and the hardware works in BIOS.

Based on your description, it appears that the issue may be related to a driver conflict, possibly the graphics driver, as the keyboard and touchpad stop functioning immediately after the updates install.

To proceed with troubleshooting, could you kindly confirm:

1. Is this the exact laptop you have HP Envy x360 14 inch 2-in-1 Laptop 14-fa0022AU, Silver - 14-inch (BA1Z1PA)?
2. Where the drivers were downloaded from (Intel website, OEM site, or Windows Update).

Once I have this information, I can guide you with the next steps to isolate and resolve the issue.

Regards,

John M.

Intel Customer Support Technician

[Sats2]

Welcome to the product support page!

HP ENVY x360 Convert 15m-0013dx  (341T5UA)

Serial number:

8CG12534MH

Product number:

341T5UA

https://support.hp.com/my-en/product/details/hp-envy-x360-15.6-inch-2-in-1-laptop-pc-15m-es0000/model/2100286120?serialnumber=8CG12534MH&sku=341T5UA

The Drivers are automatically downloaded once an internet connection is established, this is done, I'm told (by HP Support Hawkeye) it's Intel's website. I see no indication whatsoever that it's happened, except when the screen blinks and suddenly increases brightness, indicating the Display driver was installed. Windows prior to that has a notification (bottom right) that it's looking for a display driver. At that point, I can bring up the Windows update page and view the installed drivers listings, of the 50 new drivers installed, it was previously empty prior to the internet connection.

[JohnM_Intel]

Hello Sats2,

Thank you for providing the requested information.

To help isolate the issue, we need to update some drivers since a few of the ones currently installed are outdated. Please follow the steps below carefully:

1. Check in the BIOS if the touchpad and keyboard are detected.
2. Update the graphics driver to version 32.0.101.7080.
3. Update the keyboard, mouse, and input device drivers to version 19.5.35.80 Rev.G.

Once you’ve completed the steps above, please monitor your system and provide an update on the results.

Regards,

John M.

Intel Customer Support Technician

[Sats2]

Had a rough time upgrading the Display driver, some kind of conflict wouldn't allow the Intel auto upgrade app to upgrade it.

Fresh new copy of Windows 11 Home 25h2 same build again, think this one is #31, using Intel Driver support assistant, it finally did update to 32.0.101.7080.

The Symantec touchpad drivers 19.5.35.80 are installed, those were not easy to find, also have the Windows update version of 19.5.35.314 off of Windows Catalog, but for now the .80 is installed  

As luck would have it, no change, dead keyboard and touchpad yet, and yes they worked fine until the laptop connected to the Internet.

[JohnM_Intel]

Hello Sats2,

Thank you for providing that information. Please allow me some time to investigate this concern internally so I can properly review the issue and determine the appropriate next steps. I will also verify the drivers available on the manufacturer’s website for further validation.

Once I have an update, I’ll get back to you as soon as possible.

Regards,

John M.

Intel Customer Support Technician

[JohnM_Intel]

Hello Sats2,

Thank you for patiently waiting.

Since you are using an HP laptop, we recommend installing the OEM driver provided by HP. OEM drivers are customized to include specific features and optimizations for your system, which may not be available in Intel’s generic drivers.

Please try installing the following HP-recommended driver version: 30.0.101.1122.

If the issue is resolved after installing this version, it indicates that the problem was likely caused by driver compatibility, as Intel only provides generic drivers.

Should the issue persist, please let us know so we can continue to assist you

Regards,

John M.

Intel Customer Support Technician

[Sats2]

Found and installed that driver, "Display driver 30.0.101.122" from Microsoft's catalog.

No change.

When you say OEM Drivers, you do realize they really don't exist anymore. HP's drivers are maintained by Windows Update now. There are a few drivers at HP's website, but mostly slight model difference in BIOSs, but no display drivers, even though this 1122 is model specific.

Unlike days in the past where we got a cd rom of the drivers. 

I've even tried Driver Update app, shows quite a few updates for it even after the Windows Update say it's good to go!

It's my Guess, I have a Sensor compatibility problem, being both the Keyboard and the touchpad is dead and should be IF the laptop is seeing it's self functioning as a touchpad (ie, the screen is flipped over to create the iPad), because if the sensors feeding back wrong information, it assumes it's a PAD.

I've included screenshots of the Device manager, of the Display, Keyboard, touchpad, and sensors

[VonM_Intel · Accepted solution]

Hello Sats2,

Thanks for the detailed breakdown. Seriously appreciate the thoroughness here. I hear you on the OEM drivers, the landscape has definitely shifted, and relying on Windows Update for vendor-specific packages isn’t always ideal. The nostalgia for those driver CDs is real. Since installing the 30.0.101.122 driver didn’t change anything, and considering the keyboard and touchpad are both unresponsive, your suspicion about a sensor or compatibility issue is a solid call. When those sensors misreport states, especially on convertible devices, the system can absolutely lock peripherals under the assumption that it's in tablet mode. Given everything you’ve tested, this is leaning more toward an underlying sensor or firmware-level conflict rather than just a display driver issue.

At this stage, it would be ideal to get in touch with your system manufacturer or OEM. Their drivers are specifically tailored for your device, often including features and optimizations that aren’t available in Intel’s generic versions. Reaching out to them should help ensure you receive the most accurate and compatible solution for your system.

Regards,

Von M.

Intel Customer Support Technician

[Sats2]

I do think you're correct, working this through does point to the Sensor software. 

Thank you for your help on this fiasco. 

The last attempt to get a response from HP on their DV(2000,4000,6000 and 9000) series over a Heat issue, to the point that the GPU go so hot it would actually desolder it's self from the motherboard, rendering the laptop unable to even power on. It came down to their poor engineering design for the Heat sink on the GPU chip. Their response was, it's engineered to last up to the warranty period, they just don't give-o-chit after that period.

Wish me luck, thanks again!