Touch pad not working - Aspire V5-571G

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marius087
marius087 Member Posts: 1 New User

hi, just did the upgrade from Windows 8 to windows8.1. My touch pad stopped working , I can not not see it all. I deleted the old drive from synaptic, installed the so called new drive compatible with windows 8.1, but still no luck. Any ideas or did anyone have the same problem? Thanks in advance!

Answers

  • Tommy-Acer
    Tommy-Acer VIP Posts: 6,317 Seasoned Specialist WiFi Icon
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    Which touchpad is installed on your system?

    Which driver did you install?

  • neilf
    neilf Member Posts: 4 New User
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    I have the same problem and it occured after a windows update

    device is ELAN PS/2 Port smartpad

    installed driver is from ELAN version 11.6.11.2

    as far as I can see the driver is the same as before the windows update but has stopped working

    this should be easy to reproduce for acer labs and hopefully fix ASAP

     

  • neilf
    neilf Member Posts: 4 New User
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    more info from event log, this is the initail failure:

     

    Log Name: Microsoft-Windows-Kernel-PnP/Configuration
    Source: Microsoft-Windows-Kernel-PnP
    Date: 13/11/2013 23:57:54
    Event ID: 400
    Task Category: None
    Level: Information
    Keywords:
    User: SYSTEM
    Computer: neils_laptop
    Description:
    Device ACPI\ETD0504\4&aadcb7b&0 was configured.

    Driver Name: msmouse.inf
    Class Guid: {4d36e96f-e325-11ce-bfc1-08002be10318}
    Driver Date: 06/21/2006
    Driver Version: 6.3.9600.16384
    Driver Provider: Microsoft
    Driver Section: PS2_Inst
    Driver Rank: 0xFF2000
    Matching Device Id: *PNP0F13
    Outranked Drivers: oem7.inf:*ETD0504:00FF0002 oem13.inf:*ETD0504:00FF0002 oem7.inf:*PNP0F13:00FF2000 oem13.inf:*PNP0F13:00FF2000
    Device Updated: false
    Event Xml:
    <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
    <System>
    <Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9C205A39-1250-487D-ABD7-E831C6290539}" />
    <EventID>400</EventID>
    <Version>0</Version>
    <Level>4</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x2000000000000000</Keywords>
    <TimeCreated SystemTime="2013-11-13T23:57:54.977662000Z" />
    <EventRecordID>308</EventRecordID>
    <Correlation />
    <Execution ProcessID="4" ThreadID="8" />
    <Channel>Microsoft-Windows-Kernel-PnP/Configuration</Channel>
    <Computer>neils_laptop</Computer>
    <Security UserID="S-1-5-18" />
    </System>
    <EventData>
    <Data Name="DeviceInstanceId">ACPI\ETD0504\4&amp;aadcb7b&amp;0</Data>
    <Data Name="DriverName">msmouse.inf</Data>
    <Data Name="ClassGuid">{4D36E96F-E325-11CE-BFC1-08002BE10318}</Data>
    <Data Name="DriverDate">06/21/2006</Data>
    <Data Name="DriverVersion">6.3.9600.16384</Data>
    <Data Name="DriverProvider">Microsoft</Data>
    <Data Name="DriverInbox">true</Data>
    <Data Name="DriverSection">PS2_Inst</Data>
    <Data Name="DriverRank">0xff2000</Data>
    <Data Name="MatchingDeviceId">*PNP0F13</Data>
    <Data Name="OutrankedDrivers">oem7.inf:*ETD0504:00FF0002 oem13.inf:*ETD0504:00FF0002 oem7.inf:*PNP0F13:00FF2000 oem13.inf:*PNP0F13:00FF2000</Data>
    <Data Name="DeviceUpdated">false</Data>
    <Data Name="Status">0x0</Data>
    </EventData>
    </Event>

  • Tommy-Acer
    Tommy-Acer VIP Posts: 6,317 Seasoned Specialist WiFi Icon
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    neilf, roll back prior to the update that created the problem.

    This appears to be a Microsoft issue, not an Acer driver issue.

     

  • neilf
    neilf Member Posts: 4 New User
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    tried that (and rolling back the driver for this device) and it didn't work !!

    so now I'm left in limbo, the touchpad doesn't work after the update and acer point at microsoft and microsoft point at acer Smiley Sad

    I know that other users have the same problem, so what is the solution ?

    as this laptop is still under warranty I think I may return it unless I get some kind of solution

     

  • Tommy-Acer
    Tommy-Acer VIP Posts: 6,317 Seasoned Specialist WiFi Icon
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    I'll point you to the relevant portions of the log you provide above:

      Device ACPI\ETD0504\4&aadcb7b&0 was configured.

      Driver Name: msmouse.inf
      Class Guid: {4d36e96f-e325-11ce-bfc1-08002be10318}
      Driver Date: 06/21/2006
      Driver Version: 6.3.9600.16384
      Driver Provider: Microsoft
      Driver Section: PS2_Inst

     

    The generic Microsoft PS2 Mouse Driver.

     

    So, if you upgraded to Windows 8.1 ... I'm going to suggest going back to Windows 8 and making sure the driver installed works properly.  It is then possible to step through the process again, and isolate the updates to determine which one is causing your issue.

     

    Please do not confuse warranty (from Acer) with a return policy from a retailer.  If you contact your local Acer technical support center, you may be able to get some additional hands-on support for your issue.

     

     

     

  • neilf
    neilf Member Posts: 4 New User
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    finally fixed problemSmiley LOL

    solution was update bios from acer support site and update elan PS2 driver as well

    not sure which one fixed problem, just glad to have it back.

     

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