DFE HP CHromebooks 14 G6 Touchpad not working

[Pickle17]

Hi All

I was wondering if anyone can help. We had a batch of HP Chromebooks 14 G6 delivered this month. All was working fine until now! I now have 5 machines where the touchpad is not working and the mouse cursor doesn't appear. Only appears when external mouse is attached. I have tried the following:

Powerwash - nothing changes

Pressing Esc and drum rolling fingers on the touchpad then restarting device- This has no effect.

Tried using the search button+ shift + t to activate the touchpad but no joy

 

I rang HP who don't answer and I have raised a support case with the DFE. Frustrating thing is these devices are only 1 month old.

 

Does anyone else have any other suggestions?

[rogerdnixon]

Crack it open and check the trackpad cable - not uncommon for them to work loose or to be bent in a funny way. I did have a dead Samsung from the DfE and they did replace it fairly quickly with a Dell - no new license though!

[MrEprise]

I had the same issue, but with an ASUS one. It suddenly stopped working and nothing I tried (similar to you) at the time worked so I was advised by the supplier to log the fault in ASUS's support portal as these are still under warranty and I can't open them up ideally. This was before Christmas and I never managed to log a warranty return request as their support portal seemed rather slow to access and attempts to log anything would keep kicking me out, so I decided to leave it over the holiday and pick that up again in January.

 

Except I didn't. I picked it up to test something else on it knowing full well I'd have to plug a mouse in to do anything useful and noticed that the battery had gone flat over the holiday. No worries I thought, I'll just plug it in to the mains and with that as it started up, I saw that it was displaying a mouse cursor. Yes, it's working fine again. No idea why but I guess letting the battery go flat cleared something out allowing the touchpad to be re-detected somehow? I also wondered if there is a bug in a recent version of ChromeOS which causes this but I've nothing conclusive.

 

It may be worth a try however.