Windows 10 - no touchpad or keyboard..

Hi all

I've bought an older PCS laptop which I believe is a Defiance 3 (?) - Clevo p67rg board with a 6820hk and a 980m. It came with Windows 10 running but the backlight on the keyboard wouldn't work so I spent some time messing with drivers etc with no success. Eventually I decided to reinstall Windows and that's when the real issues began.

When the new install completed, neither the touchpad nor the keyboard would work in the setup screen. I had to plus in am external mouse and k/b to get into windows proper and then for the life of me I cannot get windows to recognise the laptop devices. I have installed the chipset drivers (seller sent me the ones from his account on PCS) and the touchpad drivers, but windows just overwrites them with a standard mouse driver. I've tried forcing the Symantec driver on (install driver from 'disk') but it always displays the dreaded ! Next to the driver and gives me a code 10 or 12 error. I have no idea what else to try - can anyone help?

Joe

Generally Windows Update (in Windows 10) will find and install the best drivers and it's not necessary manually install them. If you want the latest drives they should be available on the Clevo download site at http://clevo.com/clevo_down.asp?lang=en.

Yeah that's what I hoped would happen but as I say windows just installs a basic mouse driver which doesn't allow the touchpad to work (and I assume that's what also affects the keyboard). I have tried the drivers from the Clevo website too.

Vyncenze said:

Yeah that's what I hoped would happen but as I say windows just installs a basic mouse driver which doesn't allow the touchpad to work (and I assume that's what also affects the keyboard). I have tried the drivers from the Clevo website too.

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The basic Windows mouse driver does work with (most) touchpads, that it doesn't makes me wonder whether your hardware issues are bigger than a backlight problem? And if you've tried the drivers from the Clevo website and it still doesn't work properly then I think a hardware issue (or two) is almost certain.

This has also crossed my mind but the fact remains that both were working without issue before the windows reinstall so i don't know how that would have broken them?

The keyboard also works fine in the bios

Vyncenze said:

This has also crossed my mind but the fact remains that both were working without issue before the windows reinstall so i don't know how that would have broken them?

The keyboard also works fine in the bios

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Try a different Windows installation media then?

I reinstalled once more. Windows device manager shows two devices which aren't working properly. One is ELAN EzTouchFilter. This device cannot start (code 10). A required I2C connection and/or interrupt resource is missing.

The other is Synaptice SMBus Touchpad. This device cannot start (code 10). Insufficient system resources exist to complete the API.

I figure those are the key but I have no idea what those errors mean.

How big is your hard disk and how full is it?

500gb SSD and there's nothing on it apart from Windows. I think i2c is a hardware connection though is it?

I believe the lights requires the control centre software.

Re the trackpad, there is also a fn+F key domination to turn it on and off.

I'd try the control centre and then check out the function keys to begin with.

Those two errors suggest to me that you might be missing the chipset drivers.

Vyncenze said:

500gb SSD and there's nothing on it apart from Windows. I think i2c is a hardware connection though is it?

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Ok, worth asking though. Yes I2C is a bus type (SMBus is a derivative).

Tony1044's suggestion of the Clevo Control Centre driver is a good one, you will need that and Windows Update won't find that one. I don't think CC affects the touchpad but it might.

Incidentally, does the mouse and keyboard work normally when running the Windows installation media? Select the 'Repair my computer' option and see whether the mouse and keyboard work in there? It they do work ok, that should eliminate the hardware I'd think. I am concerned that the touchpad seems to not work at all with the basic Windows drivers because it really should.

I did install the clevo control centre /hotkey thing when I was originally trying to get the backlight working. It made all the fn keys work (including the backlight one) but there was still no actual backlight. I also installed the chipset drivers.

The trackpad doesn't work in anything (including windows repair mode/setup) but the keyboard seems to work in bios. The bios is really basic and has virtually no changeable settings.

Interestingly, the fn keys *do* seem to work on the keyboard in windows but nothing else does ... The trackpad one displays a graphic showing trackpad on/off but doesn't actually do anything.

Thanks for all the suggestions, I do appreciate it. The seller has got me some more drivers to try from PCS later so I'll give that a go but I'm not hopeful. If it's a hardware issue though it's a heck of a coincidence that it's just happened as I reinstalled windows....

For clarity, it has no DVD drive so my only option for reinstall at the moment is the 'reset this pc' option within windows itself - I can't try a different version

I seem to have fixed this by changing the ELAN driver to a ps/2 keyboard, which brought the keyboard back to life and allowed me to then update the touchpad driver. At least I know it's not a hardware issue now although I still can't get the backlight working...

Thanks for all the assistance

Vyncenze said:

For clarity, it has no DVD drive so my only option for reinstall at the moment is the 'reset this pc' option within windows itself - I can't try a different version

Vyncenze said:

I seem to have fixed this by changing the ELAN driver to a ps/2 keyboard, which brought the keyboard back to life and allowed me to then update the touchpad driver. At least I know it's not a hardware issue now although I still can't get the backlight working...

Thanks for all the assistance

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Perhaps the backlight really is faulty?

BTW. You can make a bootable USB stick for reinstalling Windows cleanly (and that really is the best way) but you'll need another PC to do it on. Downbload the Media Creation Tool from here and use that to download the latest version of Windows 10 and write it to a bootable USB stick.

If you've only been using the 'Reset this PC' option it might be worth trying with a newly downloaded copy of Windows 10? I'm still unhappy that you can't use the keyboard or touchpad using the basic Windows drivers......

Yeah I suspect the backlight is faulty. Seller says it should light up on power up and it doesn't do that either

Sometime when troubleshooting I like to step back and summarise what we know (and what we don't).

We know that the backlight doesn't work, that might be a hardware issue and although it's what started you on this path at first it's a minor issue at the moment. I suggest we park that for now.

We know that the touchpad was working fine before you did the first reset - so it's unlikely to be a hardware issue.

We know that your touchpad doesn't work when you 'reset' Windows. It's my experience that it should, at least in a limited way (you should be able to move the cursor at least). This leads me to wonder whether the Windows 'reset' feature you're using and/or the installation files the 'reset' is using are suspect in some way.

You really need to do a completely clean install of Windows from bootable media - that's the only logical next step. As I said earlier, you can make a bootable USB stick via the Windows Media Creation Tool on another PC. Do that, boot it on your PC, delete all partitions, create a single partition the size of the drive (Windows may create several additional smaller partitions, that's normal) and then install Windows into the largest partition (it's selected by default).

If the touchpad won't at least move the cursor around then, there is likely to be some sort of hardware issue I think.

Let us know how a clean install goes.

I just had the EXACT same problem after resetting Windows. It was extremely frustrating and I created a forum account just to post my solution.

In Device Manager, under both the Mouse and Keyboard sections, you will find 1 device per section that isn't working (don't remember exact names - one of them was ELAN something). For each, click update drivers --> browse my computer.... --> let me pick .... --> then basically select one of the drivers in the box that (obviously) isn't the one currently selected. Sorry I don't remember the exact names but it will be pretty obvious since there are only a handful of drivers to choose from.

FYI I did install the touchpad drivers (e.g. from Clevo website or from tech support downloads on PCSpecialist) before doing this. Just running Setup.exe didn't fix it but I can't guarantee the above will work unless you install this first.

Good luck!

nickkrym said:

I just had the EXACT same problem after resetting Windows. It was extremely frustrating and I created a forum account just to post my solution.

In Device Manager, under both the Mouse and Keyboard sections, you will find 1 device per section that isn't working (don't remember exact names - one of them was ELAN something). For each, click update drivers --> browse my computer.... --> let me pick .... --> then basically select one of the drivers in the box that (obviously) isn't the one currently selected. Sorry I don't remember the exact names but it will be pretty obvious since there are only a handful of drivers to choose from.

FYI I did install the touchpad drivers (e.g. from Clevo website or from tech support downloads on PCSpecialist) before doing this. Just running Setup.exe didn't fix it but I can't guarantee the above will work unless you install this first.

Good luck!

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Thanks for trying to help.

The drivers you find via Device Manager are the same drivers that Windows Update will find on a clean install (the update driver tool under Device Manager uses Windows Update). It is generally the case with Windows 10 that Windows Update finds the best drivers - especially for laptops.

Oh, and welcome to the fora!