Touchpad - Not working

[paulmmc]

Dear Sirs

Re: Medion Erazer Beast 18x1

Suddenly the touchpad ceases to work. There is a orange exclamation triangle next to the I2C HID Device within Device Manager and an error message within "properties" as follows - "This device cannot start. (Code 10). A request for the HID descriptor failed".

I have attempted to uninstall and reinstall drivers without success and I have performed an EC reset without success. I have also looked in BIOS but cannot locate anything relating to the Touchpad (i.e. to enable it). I have also taken the back off the laptop to check the Touchpad ribbon and whilst I was not 100% sure, there did not look to be anything untoward.

Could you please advise what steps can be taken and what the possible issue is?

Thank you in advance. 

[Fishtown]

Hello @paulmmc  and welcome!

Have you already run the Medion service app?

https://www.medion.com/gb/service/service-app

If it doesn't find anything, try using built-in Windows tools:

Press Win+R, then type "msdt.exe -id DeviceDiagnostic" and press Enter.

(It's discontinued, but apparently still works.) Click "Next" there.

bye Fishtown

[paulmmc]

Thanks for the reply.

I have downloaded the app and ran the diagnostic tool. Strangely, it has said that the touchpad is ok even though it does not work - I wonder if this is a ribbon issue. The laptop is less than 4 months old though. 

The diagnostic tool did indicate a driver issue but I am unable to explore this further. 

I will try the other suggestion also.

[daddle]

@paulmmc

Because you didn't state the MSN number of your device, helping is a bit difficult. 

If you check Medion Service page with your MSN number ( it's an eight digit number) starting mostly with 300...... ,)  you can download the driver package. But they also are on the D-Partition on your device.

First you can install the  HID Event driver. For this you have to do an " inf " install. Open the corresponding number, check for the inf files, mark them one after the other with a right click, and start inf-install.

If this doesn't help, you can install the chipset drivers first, then the above mentioned..

If the chipset driver folder has no install.cmd or no setup.exe file, then start the general install.cmd, and this will install all drivers again, but only write the missing or faulty drivers anew.

If this doesn't help you have to reinstall Windows. This you can do following this FAQ:

--> https://community.medion.com/t5/FAQs/FAQs-about-MEDION-Recovery-Solution-MRS/ta-p/186284

Please give feedback which hint did the job.

Cheers, daddle

[paulmmc]

@daddle 

Thank you.

The MSN number is 30039711.

I think that I attempted to download the drivers by following AI instructions but I am not certain if this was successful. Apologies, your kind explanation is a little confusing to me (not very IT literate); any further assistance / guidance would be greatly appreciated.

Thanks

[daddle]

@paulmmc

 You didn't  try to switch the touchpad off   with the Fn + F4 tab? You can reactivate it with the same tabs.

If this is not the reason.... inbetween I downloaded the drivers and found an install.bat for the HID Event Filter Driver

I do explain:

1. Check your Servicepage with your MSN number

--> https://www.medion.com/gb/service/product-detail/30039711

2. Download the driver package. Should be in folder Drivers  in Partition D on your Disk as well

3. Decompress the zip into a new folder, eg. D:\drv_beast18x1_\

4. Open the folder D:\ drv_beast18x1_\ 01.Chipset \ Intel_HIDEventFilterDriver-2.2.2.12_20H2_21H2_22H2_24H2_Certified\

5. Start the install.bat

6. It will ask for admin privileges..   admit

If finished, reboot

Check Touchpad

Bye, daddle

[paulmmc]

@daddle 

Thank you for your reply, it is appreciated.

No, I did not turn off with FN/F4 - I have now tried this without any change. 

I have also followed your instructions using the drivers on D:\ and unfortunately, there was no improvement on reboot. 

Does this now leave only the ribbon as a possible cause? If so, are there any instructions / videos on removing the back cover, battery and checking the ribbon connection?

Thank you 

Paulmmc