Acer Aspire 5 A515-56 Touchpad not working again due to drivers, even though they are up to date?

Figgis
Figgis Member Posts: 89 Fixer WiFi Icon
edited September 19 in Aspire Laptops

I contacted Microsoft about this and received this reply:

Your problem is caused by updating drivers from the wrong source

Win11 by default only installs critical security updates, unless you made the mistake of selecting “Get latest updates” which includes drivers.

See your laptop/PC makers support to update both bios and ALL drivers.

There should be a shortcut to that makers update utility on your system.

Then set Bios to defaults & Pwr to balanced. At the end of the day shutdown, do not leave in sleep.

How do I fix this once and for all.

"There should be a shortcut to that makers update utility on your system"

Are they the Drivers? The correct drivers are installed and they are up to date.

I have changed the power setting from Best Performance to Balanced, The curser disappears when I'm using it and I switch off a few times a day. I always turn it off at the end of the day.

I have not touched the BIOS but I'm happy to try if I get some step-by-step instructions. I'm hacked off about this as I can't use my laptop properly with a mouse. So, if i'ts not sorted this time I will have to contact Acer Technical Support.

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

Answers

  • Puraw
    Puraw ACE, Member Posts: 13,394 Trailblazer
    https://community.acer.com/en/discussion/712789/acer-aspire-5-a515-56-touchpad-not-working-again-and-again

    Your touchpad does not have any drivers it is a 12C HID device installed by Microsoft (Precision), if you have installed any touchpad drivers Windows will be unable to find your touchpad and cannot install this Precision device. First boot to BIOS with F2 and check in the MAIN screen that Touchpad is set to 12C HID and not PS/2, you will have to press Ctrl + S in BIOS to show hidden settings, save changes on exit BIOS and boot to Windows. In Device manager Human Interface Devices uninstall any device or drive named ElanTech, Synaptics and 12C HID, also under Mice and other pointing devices, Unknown and Other Devices. Uninstall also any driver/device with a small yellow exclamation triangle including in Hidden Devices (click on View, menu at the top). Just reboot and Windows will install the Precision device.

  • Figgis
    Figgis Member Posts: 89 Fixer WiFi Icon

    I couldn't find a touchpad driver last time and thought the fingerprint sensor, which is on the touchpad. was the one to uninstall and then download for it to reinstall on Windows startup. It has worked intermittently since then.

    I will try out your instructions tomorrow with a clear head.

  • Figgis
    Figgis Member Posts: 89 Fixer WiFi Icon
    https://community.acer.com/en/discussion/comment/1298164#Comment_1298164

    I checked my BIOS and the Touchpad was set to 12C HID. I removed a lot of devices starting with Elan ones and 12C Hid, mice and pointing devices except my physical mouse. There weren't any Synaptic ones. The touchpad has worked all day but it has worked for days before then just suddenly stopping.

    Acer Technical Support was of no help as the touchpad was working at that . She insisted it was a software problem and they didn't deal with software. I asked her what they would do if I called back when it was not working and she said they may rest my PC to factory settings. I back up (copy) some files, documents, photo PC to a thumb drive. I used to do it regularly from my old PC to an external drive but this one doesn't seem to have the same back up function.

    I get stuck at:

    Settings, select “Update & Security.” It is not a setting or I misunderstand the instruction.

  • Figgis
    Figgis Member Posts: 89 Fixer WiFi Icon

    The Touchpad has worked for a short while, then it suddenly stops as I'm using it. I then use the physical mouse for a while and sometimes I notice the touchpad mouse is working again. That goes on and on un til I switch off and on again. Then the whole scenario repeats.

    I'm trying to backup some folders in case your Tech Supports instructs me to do a factory reset, but it's very difficult to look for the right backup to a portable drive when I'm useless with the physical mouse. Until now I have just backed up to a thumb drive, photos, docs, bills and other data I created or needed to keep because I no longer receive a paper version. I used to use File History in Windows 10 to do backups. This was important as my Acer was over 5 years old. When I check File History now I can't see where I can change the from location of the folders I wish to back up.

    I hope you can help me as I'm finding this overwhelming.

  • Figgis
    Figgis Member Posts: 89 Fixer WiFi Icon
    edited September 20

    What can I do if my touchpad is not functioning?

    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.

    I have tried everything on the Acer website except Restore Windows.

    I have copied my files/folders to a zip drive and am ready to restore windows but keeping all my files. I don 't know where to start to do this in Win 11. Can anyone help me on this. Step by step, please and showing the starting point.

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