Predator Helios Neo 16 (PHN16-71-997E), The Touchpad on my Predator is not working

MV24
MV24 Member Posts: 2 New User
edited December 2023 in Predator Laptops

The Touchpad on my Predator Helios Neo 16 (PHN16-71-997E) is not working at all. I use Windows 11 (Version 23H2 Build 22631.2861)

1) The touchpad is switched on in the Windows Control Panel
2) I installed the latest Touchpad driver form Acer: Synaptics, 2023/03/29, 19.0.25.11

What can I do? Kind regards, Martin

[Edited the thread to add model name to the title]
[Edited the thread to add issue detail]

Best Answers

Answers

  • Puraw
    Puraw ACE, Member Posts: 17,096 Trailblazer

    Boot to BIOS with F2 and change Touchpad settings in the Main BIOS sceen from PS/2 to 12C HID or the other way around, do this twice but end with 12C HID, save settings on exit and reboot to Windows. If the Touchpad is still not working uninstall 12C HID driver with Device Manager in Human Interface Devices, make sure internet is working and just reboot.

  • StevenGen
    StevenGen ACE Posts: 14,392 Trailblazer
    Answer ✓

    Your touchpad should be working 100% with such a new laptop like the PHN16-71-997E, if your touchpad dosent work after a driver refresh as guided above don't open and or do anything internally to your laptop, send this laptop to Acer Tech Support for them to change the touchpad for a new part, as opening your laptop will void your warranty.

    These are the touchpads Acer fits to the PHN16-71 laptops:

    image.png

    If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

  • MV24
    MV24 Member Posts: 2 New User

    Thank you for your answer Puraw. In the BIOS of the Predator PHN16-71 I do not have to option to switch the Touchpad settings. Uninstalling the 12C HID driver and reboot does not change anything.

    Thanks, martin

    IMG_20240101_104514.jpg
  • Puraw
    Puraw ACE, Member Posts: 17,096 Trailblazer
    Answer ✓

    Hi, Martin

    Like Steven wrote, bring/send your laptop to Acer Services in your country as this may be due to a HW issue.

    Happy New Year. 😀

  • StevenGen
    StevenGen ACE Posts: 14,392 Trailblazer

    Try a simple solution and see if the F10 key that enables/disables the touchpad is not set to disabling the touchpad, as you might have disabled the touchpad unintentionally from the keyboard🤣just happened to me with setting up a brand-new Swift X SFX14-51G also.

    image.png
  • TimmyLee
    TimmyLee Member Posts: 127 Fixer WiFi Icon

    I've been setting up my new Predator 16 all day and figured I'd deal with the touchpad later…. now I see I'll probably have to ship it back. Geez. Luckily bought it through Amazon…

  • TimmyLee
    TimmyLee Member Posts: 127 Fixer WiFi Icon

    The function F10 key shows the touchpad icon with the disabled line through it, when I hit it again, it shows it should be enabled without the line, but I still get no action from the touchpad even after turning off the the mouse and removing the mouse dongle. However it did leave the cursor on the screen locked into position. Very strange.

  • TimmyLee
    TimmyLee Member Posts: 127 Fixer WiFi Icon

    Nevermind, bluetooth settings, turned Touchpad on along with the F10 and it worked. Thanks so much!

  • Cereal
    Cereal Member Posts: 1 New User
    edited September 2024

    I came to this thread mainly for the same issue. From StevenGen. I fixed the touchpad by pressing FN Key + F10. That easy. If you still haven't sent your laptop. I suggest try doing the same thing. I hope that's there is and nothing serious like a HW problem. I'm also using a PHN16-71.

  • ihimulti
    ihimulti Member Posts: 1 New User

    The touchpad on my Predator Helios Neo 16 (PHN16-71-7749) is not working at all.
    I use Windows 11 Pro (Version 24H2 Build 26100.4061)

    1. No option in BIOS to set PS/2 to 12C HID
    2. Touchpad works in BIOS
    3. Does not work under Win11 64bit
    4. FN+F10 ineffective
    5. Last Synaptics driver downloaded from ACER site:
      TouchPad_Synaptics_19.0.25.11_W11x64
    6. Predator BIOS v1.18 (latest)
    7. I see it in Windows Device Manager, it's supposed to work fine and it doesn't

    :-(

    Any ideas are welcome:
    Rudolf Ihasz System Engineer
    Certified Microsoft Specialist

  • Abhi_Ghansala
    Abhi_Ghansala Member Posts: 1 New User

    Hey i recently flashed a windows 11 23h2 from 24h2 and my trackpad stopped working i installed all the drivers and then did fn+f10 2-3 time then restarted the pc again i did fn+f10 2-3 times and the touchpad started working as normal

  • Axxo
    Axxo Member, Ally Posts: 1,830

    If your cursor will not move or your touchpad is not working at all:-

    1. Remove connected devices - Remove all devices that are connected to the system except for the power cord. This includes external keyboard, mouse, flash drives, hard drives and other peripherals.
    2. Enable/disable your touchpad - Many systems allow you to turn the touchpad On or Off by pressing a key combination. On most models it is FN + F7 or FN + F2, but could also be a different function key. The touchpad function key will be labeled with one of the images below. disable touchpad icons.png
    3. Restart your computer - Restarting your system may help your touchpad start responding again.
    4. Reset BIOS or UEFI to default settings - Some systems have touchpad settings in the BIOS/UEFI.
    5. Reinstall touchpad drivers - Missing or incorrect drivers may cause your touchpad to not work properly. You can try downloading and installing the latest driver from our Acer Drivers and Manuals page. You may need to attach an external mouse to complete this process.
    6. Restore Windows- Newer versions of Windows allow you to restore your operating system without losing your personal data. Make sure you select the option to Keep my files.

    If you can move your cursor but are having problems with cursor speed, erratic behavior or tapping and clicking:

    1. Adjust touchpad sensitivity - If your cursor is moving too fast or too slow, you can try changing your touchpad sensitivity.
    2. Disable tap to click - Accidentally making contact with the touchpad when typing can cause the cursor to jump around or leave the window.
    —————————————————-

    If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful.