Touchpad disappeared from my Samsung laptop

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  1. Posts : 12
    Windows 10
       #1

    Touchpad disappeared from my Samsung laptop


    Hello,

    I have a Samsung laptop model np900x5n with Windows 10. It was working fine. Suddenly, it has just stopped working following a windows update probably (but I am not sure that it is the cause but it seems likely). The touchpad does not appear in the settings anymore. Windows explicitly says there is a problem with the driver. I just ran the troubleshooter for hardware and it detects that i2c HID device has a driver issue. Driver files for I2C HID device are hid2c.sys and mshidkmdf.sys. The problem is described as follow:
    Problem status
    STATUS_DEVICE_POWER_FAILURE
    C000009E
    Problem code
    0000000A

    I tried many solutions already and I spent hours looking for one but so far nothing has worked:
    1- Bios: enable/disable touchpad in the bios
    2- I made sure that I am current with windows update which I am
    3- The roll back to previous version in the driver is grayed out. Not available
    4- I tried to manually uninstalled the last windows updates
    5- I tried to restore the system to a previous version of windows
    6- I checked the device manager / there is a problem with the I2C HID device which seems to be the touchpad. I tried uninstalling it and then reinstall it. It comes back with the yellow sign problem. I tried updating the driver when windows says that I have the latest update available. I tried installing a new driver through samsung but when I try to install it, i get the following message: ERROR_NO_SUCH_DEVINST
    7- I tried in safe mode too / touchpad is unresponsive

    I called Samsung for support. They remotely installed their SW update but it did not do anything. It tries to update a non existing touchpad. They want me to reinstall or to reset my PC but this would mean complicated hours of re-installation of all my software which I want to avoid by all means. I asked them to give me just the driver file and they always declined saying that all their update is going their Samsung update system

    This is a fairly new computer but out of warranty. I don't know what to do. Please help.

    Thank you

    Dan
      My Computer


  2. Posts : 34,914
    Win 10 Pro (1903) (2nd PC is 21H2)
       #2

    Touchpad is not working and receiving I2C-HID error. What should i do? My laptop is Aspire E15. — Acer Community

    - suggests a BIOS update: different brand, very similar symptoms.

    - If you look at your Update History (via Settings, Windows Update), what do you see at the date the problem occurred?

    Please post a screenshot of your Update History from before that date.
    To post a screenshot please use the Insert Image icon above your post. Thanks.

    Did you perhaps receive a feature update (upgrade) to the next build?

    Is there a BIOS update available?

    Note: we very strongly and repeatedly urge users to use disk imaging routinely so they can quite readily get back to a previous working state. Eg. Macrium Reflect (free) + external storage for disk images.

    Do you use disk imaging?

    I would also suggest you check the Samsung forum, assuming there is one- others may have had the same thing happen.

    Example: (though you will not like the 'solution'):
    Solved: Trackpad Problem Samsung Notebook 9 NP900X5N-X01US 15.0"
      My Computers


  3. Posts : 12
    Windows 10
    Thread Starter
       #3

    After many attempts, I am still unsuccessful at reviving the touchpad
    So I followed your advice, I downloaded Macrium Reflect free and I am doing a disk image on an external storage device. Once it is done, I plan to do a complete restore of my system to the factory settings.
    I have never done or used a disk image. Do you think that after the restore, I can just reinstall Macrium reflect and restore my image from the external storage device? Will my computer (data + installed software) look exactly the same or are there risk to lose some of my data?
    Let me know / I am very nervous about this :)
      My Computer


  4. Posts : 34,914
    Win 10 Pro (1903) (2nd PC is 21H2)
       #4

    Hi, not sure what the logic is in
    a: creating an image
    b: doing a factory reset

    The factory reset will wipe EVERYTHING you have on the disk now, restoring it to exactly as bought- with out of date Windows and trial ware.

    The image you created then would have no relationship with your installed Windows.

    If you then restored the image, then whichever partitions you chose to restore would be overwritten by data from your disk image.

    If you are seeking to fix Windows problems, there are more appropriate ways of doing that.

    If you have a disk image of a partition, that partition can be restored to exactly the same state as it was when you created the image. The risk would be that you don't create an image of all the partitions you need.

    Macrium R has an option on its GUI to create an image of all partitions needed to restore Windows.
      My Computers


  5. Posts : 12
    Windows 10
    Thread Starter
       #5

    I guess I am not very experienced in the field. Here what I want to do
    Since I cannot get the touchpad to working, I have to do a full restore to factory settings (this is what samsung recommended)
    I do not want to have to reinstall all my software and reconfigure them. It will be too time consuming. The data I can back up no problem. My concern is reinstalling the software. Is there a safe way to do that?

    Plus I have a good drive back-up running. I am afraid to mess it up.

    Let me know what you think and what you recommend. I wish I could make the touchpad working again. It is just a matter of drivers. Unfortunately all the drivers that I found online so far did not match the touchpad installed.
      My Computer


  6. Posts : 12
    Windows 10
    Thread Starter
       #6

    By the way, thank you so much for your help :)
      My Computer


  7. Posts : 34,914
    Win 10 Pro (1903) (2nd PC is 21H2)
       #7

    Hi, I searched for I2C HID
    and found
    HID over I2C - Windows drivers | Microsoft Docs
    which seems to suggest the error message refers to a Windows driver rather than simply a touchpad driver- i.e. lower level than trying to download and install a touchpad driver.

    Noted you did not respond to what I found for you before:
    *** Have you checked for a BIOS update yet?

    Try that first. Once done, post back the result, whether updated or not.

    Otherwise I would suggest the way forward is to do an in-place upgrade repair install which keeps all programs, data and most settings. Repair Install Windows 10 with an In-place Upgrade | Tutorials

    That effectively renews your OS and drivers, taking the build level back to its original release (to be exact, to the build of the iso used).

    As you are using 1809, that's the latest iso.

    However if the problem is actually that you need a BIOS update, you will either not solve the problem (which might have started with the 1809 upgrade) or it will recur.
      My Computers


  8. Posts : 12
    Windows 10
    Thread Starter
       #8

    Hi, I did update the BIOS through the Samsung update tool. There was actually an update available for the BIOS so I thought it would fix the issue but it did not.

    So I guess my last option is to try the repair install windows 10 with an in place upgrade. We are sure that this will not affect my data, my programs and my settings, correct?
      My Computer


  9. Posts : 34,914
    Win 10 Pro (1903) (2nd PC is 21H2)
       #9

    Otherwise I would suggest the way forward is to do an in-place upgrade repair install which keeps all programs, data and most settings.



    That's why I put that text there because I anticipate that question.

    We continually urge users to use disk imaging routinely so they have something to fall back on if something goes wrong- unbootable, disk fails, uncorrectable problem. E.g. Macrium reflect (free) + external storage for disk image sets.

    So a wise person would make sure their disk image is up to date before making any major change.
      My Computers


  10. Posts : 12
    Windows 10
    Thread Starter
       #10

    I will do disk imaging from now on. I guess now it is too late since there is something wrong. I will proceed with the repair as suggested and let you know how it goes
      My Computer


 

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