Have submitted system report and mentioned crbug 619303 in it - same issue touchpad freezes after couple minutes activity - restart revives it as does plugging in usb mouse.. My device is HP Chromebook 14 G3 (K3X09EA) in developer mode

Model that has these symptoms is HP 14-x000na serial number SCD4459FQY
As above touchpad fails after a few mins on v51 stable. Revert to 49 by usb recovery and all is fine.recovery

I have the same problem with 54 HP Chromebook 14 G3, so i hope for a solution or a workaround will come up very soon!

I Just Wanted to add that once my laptop restarts and I use the touchpad the mouse cursor starts moving in all directions by itself. opens new tabs, sometimes many of them, or it changes windows sizes or even closes the windows. It's just unresponsive... after a while, it freezes.

I've seen that the workaround has been to restore a previous chrome os version... does anyone know how to do it?

I've just seen a comment from Jim Dantin saying this isn't a 'google' forum. Does anyone know if google are actually progressing this?

You misunderstood - the Chromebook Central Help Forum is where users help other users, and is not directly monitored by the developers. Where you are right now is the actual developer system for bug tracking.

I expect the developers will lock this again if users continue to post things that do not follow their request to:

"Please only update with relevant bug information!"

OK understood.

I'm sure they will be close to fixing it by now. It is easily reproducible & they know which release is at issue.

Thanks to everyone for the updates!  We're investigating the problem on our end, and we have gotten your feedback reports.  Please send one if you haven't already.  (alt+shift+i and put "crbug 619303" in your description)

I'm restricting this bug to comments just to keep the chatter down.  We'll turn them back on if we have further questions, so please star the bug

Looks like there was a new touchpad FW update in 51. We will roll this back today, get out a dev-channel release with this ASAP and use it to confirm that it fixes issues people hit. Assuming it does, we will bring that fix into beta stable ASAP after we have confirmation of the fix.

https://chrome-internal-review.googlesource.com/#/c/264995/2 is the change. It's about to enter the commit queue.

Bernie - this is the CL we want in the next dev build.

 Issue 620447  has been merged into this issue.

The following revision refers to this bug:
  https://chrome-internal.googlesource.com/chromeos/overlays/overlay-variant-nyan-blaze-private/+/11f6345f01b3dec7a617c909cbdb79bcc328040e

commit 11f6345f01b3dec7a617c909cbdb79bcc328040e
Author: Charlie Mooney <charliemooney@chromium.org>
Date: Wed Jun 15 17:30:53 2016

We are still on track to get a dev-channel release out with the fix on Friday. When that happens we'll ask folks to help verify that it does fix the issue.

The dev-channel proposed fix is out. Please test it out by visiting chrome://help , choosing more info, then changing to dev channel, letting it update, and reboot. Please report back if the touchpad is fixed with this update.

Thanks!

turning comments back on

I've received 4 reports that the issue is fixed. The touchpad vendor has also determined the root cause was indeed due to the update.

We will now roll this into beta and stable channel updates.

Thanks to those that helped confirm the fix!

The update in dev works great again. Thanks for the haste fix!

Zachary Witham
Computer Tech
Clio Area Schools
zwitham@clioschools.org

Requesting merge the fix to 51 and 52. CL is: https://chrome-internal-review.googlesource.com/#/c/264995/

[Automated comment] Request affecting a post-stable build (M51), manual review required.

Your change meets the bar and is auto-approved for M52 (branch: 2743)

Feel free to merge to 51, this will miss the current R51 push but we can get it in the next. 

 Issue 620555  has been merged into this issue.

The dev. update (V.53) fixed the issue. It was tested on 10 Chromebooks.

Thanks,
Mark Hibner
Glendora USD

The following revision refers to this bug:
  https://chrome-internal.googlesource.com/chromeos/overlays/overlay-variant-nyan-blaze-private/+/66495bc5537ed9ac5a17892c8175bc41c3f49a39

commit 66495bc5537ed9ac5a17892c8175bc41c3f49a39
Author: Charlie Mooney <charliemooney@chromium.org>
Date: Wed Jun 15 17:30:53 2016

The following revision refers to this bug:
  https://chrome-internal.googlesource.com/chromeos/overlays/overlay-variant-nyan-blaze-private/+/0b2e6b700393747afd3d10aedcfdabd316ef5acb

commit 0b2e6b700393747afd3d10aedcfdabd316ef5acb
Author: Charlie Mooney <charliemooney@chromium.org>
Date: Wed Jun 15 17:30:53 2016

I'm not sure when the next beta or stable pushes will go out, but if they are built any time after now, they will include the fix.

I'm having the exact same issue.  After I updated yesterday, my cursor freezes after being on the computer for 2-3 minutes and it happens whether I am signed into my account or as a guest.  Fortunately, a mouse works but using a mouse defeats the purpose of having a laptop.

Update: My chromebook OS says it is currently 'up to date' but I am still having this issue.

Relevant info: I don't have to use 2 finger scrolling to cause the trackpad to freeze. I can simply be using the pad with one finger and it will freeze.

I had this issue until I installed the Developer Channel and then the problem stopped.  I shall wait until the Stable channel is available and then revert to that.

We have also got this issue with 200+ HP Chromebooks, I don't really want to move all devices to dev channel. Do you have an eta when this will merge into stable channel?

Same, we have 128 Chromebooks with similar issues, was hoping to see this released to a more stable channel as soon as possible! 

I updated several of the seven chromebooks today and the problem persists. 

Nicole Cheraso and Michele Gray: If you moved your devices to the dev channel and still have touchpad issues, please file feedback (you can pop a feedback window by hitting alt-shift-i). In the feedback report, put a description of the issue and "@adlr" and let me know. I can look at the system logs from my end to help diagnose the issue.

Others, I don't have a timeline yet on when the fix will go to stable, but I'll try to get one soon. The fixes have been checked into the proper branches for beta and stable channel, so when the next pushes happen, the fixes will go out. I'll try to get a timeline today in the office.

emilylsouthwood@gmail.com

Today is the last day of school, so chromebooks will be idle for the summer. Can I wait to see if the issue is resolved in the next week or two? Or do you need the info for diagnosis?

Michele, in the next day or two will be fine. Just note that we are all actively working on resolving this issue right now, so we don't want to get to the point where we think everything is all good and we move onto other projects, only to have you pop up three weeks later and reopen this bug :)

The following revision refers to this bug:
  https://chrome-internal.googlesource.com/chromeos/overlays/overlay-variant-nyan-blaze-private/+/fa0a59241688776c1e9eb1f719e3f8809c1c4417

commit fa0a59241688776c1e9eb1f719e3f8809c1c4417
Author: Charlie Mooney <charliemooney@chromium.org>
Date: Mon Jun 20 16:40:16 2016

 Issue 616394  has been merged into this issue.

Got the update on an Acer Chromebook 15 (i3). Now, the touchpad works like smooth-scrolling is disabled, but it still works.

HP Chromebook updated to new stable version. Unfortunately Cursor still freezes.

Version 51.0.2704.103
Platform 8172.56.0 (Official Build) stable-channel nyan_blaze
Firmware Google_Nyan_Blaze.5771.63.0
Check for and apply updates

I've just updated my HP chromebook (HP 14-x001nd) to the developer channel and the problem was gone!
I'm now on Version 53.0.2768.0 dev
Platform 8459.0.0 (Official Build) dev-channel nyan_blaze
Firmware Google_Nyan_Blaze.5771.63.0

Updated to new stable but touchpad still not working.

Version 51.0.2704.103
Platform 8172.56.0 (Official Build) stable-channel nyan_blaze
Firmware Google_Nyan_Blaze.5771.63.0

Thank you for the confirmations, everyone.  I'm glad to hear that the dev channel is successfully fixing the issue.

Unfortunately it will be a couple of days until a new "stable" build will be kicked off with the revert -- there is testing and confirmation that must go on before we push anything into stable to prevent hasty fixes from further damaging things.  I'm told there should be a new stable build kicked off later this week, and it may take a few days after that before getting pushed to users.

I know it's not ideal, but in the meantime, you should be able to switch to the dev channel to recover your touchpads while we wait for the stable build to complete testing.  Thank you for your patience.

#70 - Unless I am reading incorrectly, half of the users are still reporting failure!

How does that indicate a successful fix?

I have not been able to switch to the developer channel. The instructions given did not work for me, as the 'more options' button was not there when I went to the Help page. So I have no idea whether that would work for me or not. If anyone can post better instructions as to how to switch to the dev channel i would be grateful. I tried googling but it seemed like a multi step process, different from what was described here

Hi Jim,

The fix has only made it into the "dev" channel so far.  It will take several days of testing before a build including the fix makes it into the "stable" channel.  Google tests every "stable" build much more thoroughly than they do dev and beta builds, due to their experimental nature.  This also keeps hasty fixes from causing even more bugs in for stable users, but does unfortunately mean it takes several days before they get fixes -- it's a tradeoff

Of the people reporting 1 doesn't specify which channel they're on, but of the other 3 things are as expected.  The person on "dev" channel's touchpad began working (comment #68), and the two on stable still have had no change (comments #67 and #69)


The patch seems to work, as evidenced by the fixed user on the dev channel, but simply hasn't made its way out to stable channel users yet.  If you'd like the fix immediately, please switch your Chromebook over to "dev channel" and you should get it right away, otherwise it's going to be a few days.

We were told that the fix would be in the next stable update. It appears that was not the case.  Now, you are telling us that it will be another week to put the fix in another stable update. You need to be consistent in your statements. This certainly does not give us confidence. I have much patience but no patience with bad management.

Hello Sasha,
I believe the official instructions on how to switch channel are posted here:
https://support.google.com/chromebook/answer/1086915?hl=en

My misunderstanding on the reports, sorry. I thought a limited push had been made to some stable users.

So at this point, you MUST be on "dev channel" to see the fix!

There has NOT been a Stable channel update yet.

I will try to make that clear to our CBC users.

Issue 621987 has been merged into this issue.

Hey beingone@, really sorry for the tricky communication. On this issue tracker, you are talking to us engineers that are fixing the issues. We aren't trained communicators, tech support, PR, etc. What I had said before was that the next stable build that was built after the fix went in would solve the issue.

Unfortunately, the stable build going out right now was built last week before we got the fix in place.

We are doing another stable build and push this week, and if no issues turn up, it'll be on your device this week, and it will include the touchpad fix.

In the mean time, you have a few options to solve things sooner:
- Put your device(s) on the dev channel using instructions in this issue report.
- If you're using the management console, I believe you can downgrade devices to version 50.

Sorry again for the miscommunication and I hope this helps clarify where we are.

An external mouse is still an option too, at least in the interim.

Thank You for the reply. I understand and can see the communications issue. However, most of us would not pick up quickly or realize the next stable build after the one that is in line would have the update--nor should you expect us to know. I did do technical support years ago but being old I am not as sharp as I was. I understand your point of being technical people who are not so versed in communications. 

However, the bigger issue is that we are talking about a full operating system here, not a program. Without a fully functionally and stable operating system these Chromebooks are equivalent to a non working dumb terminal when the mainframe goes down. Hence the fix has to be quick and fast. The dev channel by definition is unstable; many have Chromebooks as their only computer; we are also talking about school support; not everyone can use or have a mouse. With all these issues the bureaucratic channels need to be shortened for a fix.

Google is going back these Mainframe days with these devices and the whole client/server cloud system--the protocols and paradigms of local PC support are now not always applicable.

Thanks to everyone for your help here.  I'd like to encourage people to take discussion to the forums instead - this is a bug tracker.


Here's the situation as it stands right now:

The problem is a bug in Blaze's touchpad that affects some users.  This change has been in M51 since dev channel, but unfortunately the reproduction rate is low.  I know it's frustrating if you do hit this, and we definitely appreciate your prompt feedback.

Right now the fix is just out to dev channel.  Stable channel builds take time to test and roll out, so the most recent stable update was cut before this fix went in.  We've got an extra stable release in the works, and we'll get that out to you as soon as we can!

We will comment here when you can get this fix on stable and beta channels, so please star this bug for updates.

I can confirm that touchpad is working again in last dev

Version 53.0.2768.0 dev
Platform 8459.0.0 (Official Build) dev-channel nyan_blaze
Firmware Google_Nyan_Blaze.5771.63.0

Just FYI, this fix was also merged into M52 beta channel which will be pushed tomorrow. If people feel better about switching to beta rather than dev...

Add one more Chromebook 14 to the list that updating to the dev channel has fixed the touchpad.

+1 to that list, I will wait for M52 tomorrow and hope it's fixed.

Tried it on sn 5CD5386T0D. That now shows developer channel and Chrome os 53.0.2773.0. I updated chrome and still have no cursor. With restart the device stays in developer channel. It is a G4 HP Chromebook. This is the second device that is still giving me trouble.

	adlr@chromium.org,

@Michele - the bug you want is  issue 621576 .  The revert for Kip didn't make the most recent dev channel build, but is in the currently serving beta.


As for Blaze, the firmware is reverted to 1.0; marking as Fixed.  Users will get the fix in our next stable update (or in the currently serving dev and beta builds).

should this bug be fixed in 52.0.2743.49 beta?

Is this touchpad issue fixed in the latest stable channel yet?

Good question, perhaps someone from google can tell us when the fix will be out in the stable channel and it will be safe to switch back?

Please read comment #82 above

Thank you for your patience everyone - the most recent stable build is 8172.60.0, and it should fix those of you in the broken state.

Only some users are getting the update automatically as of now, but if you navigate to chrome://help and click "Check for and apply updates", you should get it.  Please reply on this bug or file feedback if your touchpad does not work after you get this update (8172.60.0, 51.0.2704.103).

Hi there, I am not able to download the new stable, it tells me everything is up to date, even though the most recent platform is 8172.47.0 for my chromebook. I have a 14-x010wm so I should be able to update, right?

Note: you may have to try "Check for and apply updates" several times while it's still not serving at 100%.

I also only see 8172.47.0, It gets to 100% so quick, I can't click update again. but it thinks it's all up to date on stable channel. 

You would think that if one is on the beta channel or dev channel and one changes channel to the stable channel then the new platform would be available on that server first when there is a request to change channel. You would also think that if the platforms to be changed, the first platform change would occur on this server and the old platform removed. After that, the servers then go out and update the platform on all devices, over time, that need an upgrade as it can handle the changes. 

So, that was my logic. I would change to Beta channel and then I would move to the stable channel and the new platform should be available on that server. Ah, but NO! The server that takes the request for a channel change still have the old stable platform! Interesting--very interesting! 

Explain to me why you could not upgrade the server that takes requests for channel changes still has the old platform for the stable channel?

So, now I am on the stable channel with 8172.47.0 waiting for the upgrade to the working new platform of 8172.60.0 which is when? 

Hitting the "Check for and apply updates" when it's still not serving at 100%--is a strange instructions which does not work. I would have to be the Flash character or slow down time because it gets to 100% to quick for this mortal man!

So now I wait and perhaps I will go back to beta and contemplate my Chromebook future.

I began having touchpad issues on my HP Chromebook 14 yesterday and came across this thread having searched for solutions.  I had spent all day on and off trying to find the cause and in the end resorted to using a mouse to solve the problem. Glad I did find this place.  I switched to Beta having followed instructions and hey presto no more touchpad issues. I have no issues with staying on the Beta channel until the fix is properly tested and the upgrade goes out.  How would you know when to switch back to stable?

I've tried a number of times to revert to stable and checked for update but keep getting 8172.47.0 which still has the issue. Is the stable release out, if so is it available in the UK? If it is, how do I get it?

I have tried numerous times to update manually, but always receive that I'm already up to date with 8172.47.0. I have also switched back and forth between channels to see if that would have it find 8172.60.0 on the stable channel. No luck there.


This has all signs of a blue/green deployment, first a small set of users, see if it works, then the larger crowd. If so, by when do you expect a full roll out?

Any other suggestions from the Google folks on here as to how to get 8172.60.0 on the stable channel? Any information you need to help figure this out? Do you want us to report a separate issue on this, if so, at what step of the update would you want us to report it?

I first reported this on 16 June 2016 following a chrome update - that the touch-pad on my HP 14 stopped working and is still not working despite assurances that the bug would be fixed. I've done everything including the power wash, hard reset, etc....I finally got an external mouse which works fine but doesn't solve the problem of not having a lap top.

I have gotten the use of my touchpad back by switching to the beta channel
(on the stable channel I don't have any available updates yet).

We are seeing the same issue (touchpad dead after OS update) on 3000 new HP Chromebook 11 G4 EE devices. Will this bug fix, when it arrives, fix this issue for us as well, or is this a completely different issue? We have tried the dev OS version suggested earlier, as well as the M52 version, with no results. Our platform version on the last update is 8172.47.0, not 8172.60.0.

I too, as of last week, June 15 2016 started having a non-responsive touchpad and frozen mouse.

from what I have been reading on line this same problem happens every year...looks like someone whould remember this

Issue.619303#c105

Today I was able to manually update on the stable channel:

Version 51.0.2704.103
Platform 8172.60.0 (Official Build) stable-channel nyan_blaze
Firmware Google_Nyan_Blaze.5771.63.0

Using all approaches that reproduced it before, I have not been able to reproduce the touch pad freeze issue with this update installed.

For me this issue is considered fixed.

Thank you to all the folks involved to getting this resolved.

My touchpad works almost all the time, but does freeze often and I have to reboot and then it is working fine again. This happens almost daily. I have version 51 also. 

51.0.2704.79 (Official Build) (32-bit)
Revision	0
Platform	8172.47.0 (Official Build) stable-channel nyan_blaze

I have the the HP 14 4GB with ARM processor and NvIDIA graphics

All working ok with latest update, thanks.

Will Google be testing future releases to avoid a similar issue?

chrome version: 51.0.2704
platform:8172.47.0 stable channel nyan_blaze
chromebook: HP 14

I've done everything suggested and today the cursor worked for about 20
seconds so I'm back to the external mouse. What now, may I ask? Is it time
to get a new chromebook?

I wouldn't buy a new chrome book even if my life depended on it

Guys,

It looks like for whatever reason stable build XXXX.60.0 hasn't made it into stable yet. 

I have been trying for days to update, but I ended up going into Beta channel to get the update.

I am by no means a developer or chromium helper, all I would say is, if you want your touchpad working, go to beta channel, if don't want it working stick on stable and use an external mouse. 

Your chromebook is fine, you just need to wait for the new stable build. 

Hi folks, as of this morning, the fix is being pushed to 100% of stable-channel users.

If you still see the issue, please try going to chrome://help and updating. Let the update (if any) proceed and reboot.

If you can't get the update, please check with your sysadmins, as they may have pinned an older version. Also, check your network is working.

If after that you are up to to date on 8172.60.0 or later and you still see the issue, please let us know.

Not sure what else I can say here. Sorry/thanks everyone!

Also, make sure you're connected to a wired Ethernet network, or a WiFi network, and NOT a cellular network before you try to update. If you are connected to a Cellular network, you will not be able to update, as this is blocked by default (before you ask, the reason is that when you're on a cellular network, you likely have a limited amount of data, and don't want to waste precious data on downloading OS updates. So your Chromebook will not update if you're connected to a cellular network, in the interest of not burning through all your data)

I have this issue on about 7 HP Chromebook 11" devices.

I have tried both the Beta channel and the Dev channel downloads but neither builds 51, 52 or 53 in the Beta/Dev channels fixed my issue.

Trackpad fails to acknowledge movement or clicking but when an external USB mouse is connected the pointer appears and can be used.

I have spoken with both Google and HP about the problem but everything points back to the ChromeOS being the issue.

Please can you put some more effort into fixing this issue as telling people to use a mouse on a laptop isn't being received well by the end users.

Thanks

Issue has been fixed for me on the stable channel yesterday. Thank you.

Following an update about 10 minutes ago, the touch pad is responsive. Hope
it lasts. Thanks for the help.

Phill Long, this bug is for a different device than yours.  The fix for this bug wouldn't apply for your HP Chromebook 11's.  Your problem may be  Issue 624001  instead (which also has a fix, but it was developed a couple days later)

Did update last night but it did not fix my daughters chrome book touch pad. She is finding it frustrating as its hard to use for her school work. What can we do?

I'm sorry you're still having issues.  It sounds like you may be suffering from a different issue than this one if it's still persisting.

You can file feedback with these instructions:
https://support.google.com/chromebook/answer/2982029?hl=en

In particular, try to file it immediately after the issue arises.  If the touchpad never works, filing feedback right after turning on the Chromebook will be most useful.

The original problem in this bug has been reported as fixed.  If you continue to have touchpad issues on this or another device, please file a new bug and submit feedback (alt+shift+i) immediately after the problem occurs.

Be sure to include the name of your device and the version you're running (copy/paste the first few lines from chrome://version)

For me it happens too,

Platform
10089.0.0 (Official Build) dev-channel terra
Firmware
Google_Terra.7287.154.102
Channel
Currently on dev

Got the same problem since todays new uptade 63.0.3239.140 
Scrolling is a mess and constantly freeze when.

Using an Acer-Cromebook 14 CB3-431