ELAN Touchpad Acer Predator PH315-52 Never Worked

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EduMurad81
EduMurad81 Member Posts: 11

Tinkerer

Just bought a brand new Acer Predator Helios 300 with the highest configuration available in Brazil.
It arrived just today April 20th, 2020 and I`m realizing that is impossible to make the touchpad to work.

I`ve read a lot of topics of the same problem and let me clarify some info.

- There is no option for touchpad on BIOS to set Basic or Advanced (Is there a way to upgrade it so it has this option?)
- Have already download and installed chipset drivers, IO Drivers, ELAN Touchpad drivers directly from Acer Website using my SNID number

Touchpad never showed any sign of life besides a "I2C HID device" with an Error 10 - A request for the HID descriptor failed.

Any help?

Answers

  • EduMurad81
    EduMurad81 Member Posts: 11

    Tinkerer

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    Also I've had already tried Fn+F7, the icon on the screen appears on and off but nothing happens
  • batmalin
    batmalin Member Posts: 4,231 Guru
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    Hi,
    Uninstall the driver and check delete driver as well, reboot and let Win to install the driver and let us know if it worked.
    Please click yes if I have answered your question.
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • EduMurad81
    EduMurad81 Member Posts: 11

    Tinkerer

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    batmalin said:
    Hi,
    Uninstall the driver and check delete driver as well, reboot and let Win to install the driver and let us know if it worked.
    Please click yes if I have answered your question.
    Uninstall which drivers?

    Already done it for the IO I2C and HID I2C
  • batmalin
    batmalin Member Posts: 4,231 Guru
    edited April 2020
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    "I2C HID device" the one with the stop code
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • EduMurad81
    EduMurad81 Member Posts: 11

    Tinkerer

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    batmalin said:
    "I2C HID device" the one with the stop code
    Done it, nothing happened, still the same problem
  • batmalin
    batmalin Member Posts: 4,231 Guru
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    Ok, try to boot with live linux distro to exclude or verify hardware issue.
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • EduMurad81
    EduMurad81 Member Posts: 11

    Tinkerer

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    Really? On a brand new out of the box top of the line gaming computer?
  • batmalin
    batmalin Member Posts: 4,231 Guru
    edited April 2020
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    Well, then contact Acer support for replacement, we are volonteers  (users just like you) trying to help other users.
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • EduMurad81
    EduMurad81 Member Posts: 11

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    I've managed to install the ELAN I2C Driver, I was making a dumb mistake.

    Since it has a Install.cmd (batch) and not a setup program, it wasn't returning any errors, but the problem was that I wasn't executing the intall.cmd with admin privileges.

    Nevertheless, the touchpad is still not working, I don't have a single device driver issue on device manager, I've bought a Pro License of Driver Booster 7 and updated ALL of the drivers, but still no sign of life.

    Fn+F7 still does not work
    I still have a peculiar message under the ELAN I2C Filter driver that I will post
    I've already installed also the synaptics drivers, but also no sign of life, and no software updates
    BIOS also updated to 1.10 (Thanks @batmalin) but still no options for touchpad behavior there.
  • batmalin
    batmalin Member Posts: 4,231 Guru
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    You have done way more than I suggested to boot with live linux media to see if it is a hw or sw issue, why don`t you try and see if it is working. i assume that this is a hardware problem and the touchpad is dead or the connection is loose.
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • EduMurad81
    EduMurad81 Member Posts: 11

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    My guess is that the touchpad is dead, already checked the connection under the lid.

    Will try the test again but this time doing a continuity test on the flat cable with a multimeter.

    I'm really disappointed with Acer, but there is nothing else left to do.

    I haven't tried yet the linux distro cause I have to stop and figure out a way to create a bootable usb with it.
  • batmalin
    batmalin Member Posts: 4,231 Guru
    edited April 2020
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    Just download ubuntu for example and make a bootalbe stick with rufus, choose GPT and UEFI-non CSM and you are ready to go. I think it is easier than checking with multimeter..
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • EduMurad81
    EduMurad81 Member Posts: 11

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    Already done the check with the multimeter pin by pin (on the boards), flat cable is ok.

    Dowloading Ubuntu and Rufus Portable
  • EduMurad81
    EduMurad81 Member Posts: 11

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    Running Ubuntu on a pendrive, no sign of life for the touchpad, and I don´t have a clue how to debug any driver issues on ubuntu, but the touchpad is not giving any sign of life.
  • batmalin
    batmalin Member Posts: 4,231 Guru
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    You dont have to debug you can only type dmesg in terminal and look for elan, but if it is not working, most probably the touchpad is defective...
    Please click "Yes" if I have answered your question.
    Userbench: https://www.userbenchmark.com/UserRun/31177158

  • adityanshu22
    adityanshu22 Member Posts: 5 New User
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    Running Ubuntu on a pendrive, no sign of life for the touchpad, and I don´t have a clue how to debug any driver issues on ubuntu, but the touchpad is not giving any sign of life.
    i am facing similar issues now brother, if your issue is fixed can you help me with some leads
  • EduMurad81
    EduMurad81 Member Posts: 11

    Tinkerer

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    Running Ubuntu on a pendrive, no sign of life for the touchpad, and I don´t have a clue how to debug any driver issues on ubuntu, but the touchpad is not giving any sign of life.
    i am facing similar issues now brother, if your issue is fixed can you help me with some leads
    Unfortunately my problem was a hardware issue with the trackpad.

    As it was under warranty I sent it back to Acer and then sent a totally new unit for me in a few days.