Advisory: HP EliteBook and ProBook Notebook PCs - Touchpad Stops Working After Upgrade to Windows 10 RS2

Notice: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 07-Jun-2017

Last updated : 07-Jun-2017

DESCRIPTION

The touchpad stops working and there is a yellow triangle with exclamation mark in Device Manager on the AMD IO device (12C HID Device):

Figure : Yellow triangle on the 12C HID Device

This occurs after upgrading the computer operating system from Windows 7 to Windows 10 RS2.

SCOPE

Information in this document applies to the following:

Computers:

HP EliteBook 725 G3 Notebook PC
HP EliteBook 725 G4 Notebook PC
HP EliteBook 745 G3 Notebook PC
HP EliteBook 745 G4 Notebook PC
HP EliteBook 755 G3 Notebook PC
HP EliteBook 755 G4 Notebook PC
HP ProBook 645 G2 Notebook PC
HP ProBook 645 G3 Notebook PC
HP ProBook 655 G2 Notebook PC
HP ProBook 655 G3 Notebook PC

Operating Systems:

Microsoft Windows 10 IoT (64-bit)
Microsoft Windows 10 Home (64-bit)
Microsoft Windows 10 Enterprise (64-bit)
Microsoft Windows 10 Pro (64-bit)

RESOLUTION

Resolve the issue by updating the AMD IO device driver:

Option 1: Download and install the following SoftPaq

To resolve this issue, download and install the following SoftPaq:

SoftPaq Description	Release Notes	Download SoftPaq
AMD IO Driver Version: 1.2.0.60 Revision: T	SP78378 release notes	SP78378 file download

NOTE: A more recent version of this software may be available. Check for newer versions at http://www.hp.com/drivers.

Option 2: Update the AMD IO device driver from Device Manager

Open Device Manager.
Expand Human Interface Devices.
Right-Click I2C HID Device.
Select Update Driver Software....
Follow prompts to locate and install the updated driver.

Hardware platforms affected : HP EliteBook 725 G3 Notebook PC, HP EliteBook 725 G4 Notebook PC, HP EliteBook 745 G3 Notebook PC, HP EliteBook 745 G4 Notebook PC, HP EliteBook 755 G3 Notebook PC, HP EliteBook 755 G4 Notebook PC, HP ProBook 645 G2 Notebook PC, HP ProBook 645 G3 Notebook PC, HP ProBook 655 G2 Notebook PC, HP ProBook 655 G3 Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05535460

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.

SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Advisory: HP EliteBook and ProBook Notebook PCs - Touchpad Stops Working After Upgrade to Windows 10 RS2

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