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SATELLITE P25W-C2300-4K: Touchpad "sticks", freezes, refuses to respond

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  • Satellite
  • sticks
  • Toshiba
  • Touchpad
  • 4k
  • not responding
  • freezes
Last response: in Laptop Tech Support
January 24, 2016 9:26:02 PM

While I'm just trying to scroll or move my pointer using the trackpad, my cursor will freeze, disappear, or do some operating it wasn't suppossed to "right-click, zoom, etc)
It's not being disabled at all, because when it freezes, The pad is still recognized as operational and not disabled.
There are no mouse drivers in my Device Manager other than the default HID device, and I cannot find any trackpad drivers on Toshiba's support page either:
http://support.toshiba.com/support/modelHome?freeText=1...

What should I do about this? Scannow and checksystemhealth haven't done anything for me either, and I even tried installing a synaptic driver manually from synaptics site, but the operation of my mouse trackpad still hasn't improved.

Very very confused, please help

More about : satellite p25w c2300 touchpad sticks freezes refuses respond

January 25, 2016 9:23:20 AM

Have you tried cleaning it? Sometimes if you get grease or some type of liquid dropped on it, it will take a while for it to start working properly again...this happens to me every time when I clean my laptop with chlorox wipes but it eventually goes away once it dries up.
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January 25, 2016 12:11:35 PM

himynameisraz said:
Have you tried cleaning it? Sometimes if you get grease or some type of liquid dropped on it, it will take a while for it to start working properly again...this happens to me every time when I clean my laptop with chlorox wipes but it eventually goes away once it dries up.


It's improved. Seems eraser shavings may have been lodged around the edges of the trackpad...
New problem is their stuck underneath it now, and the trackpad has "crunchy" clicks now... they really should have sealed the trackpad, but I only expect so much build quality from Toshiba, even from their highest model I guess
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January 25, 2016 1:28:05 PM

If it's bothering you a lot you can always open up the laptop case and remove the shavings that way. I'm currently on my old toshiba satellite while I'm working on my new laptop and from what I remember toshiba's are easy to open up and access.
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January 25, 2016 3:36:06 PM

himynameisraz said:
If it's bothering you a lot you can always open up the laptop case and remove the shavings that way. I'm currently on my old toshiba satellite while I'm working on my new laptop and from what I remember toshiba's are easy to open up and access.


Yeah, thought about it, but am a little scared since this model is 12.5 inches, has a 4k screen, and everything in it is extremely compacted. Getting below everything to the rear of the trackpad cannot be an easy procedure.
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January 25, 2016 7:01:01 PM

Update...
It's still sticking, even witth a cleaned trackpad.
This no longer feels like a physical problem. It freezes no matter what region of the touchpad I am touching, and also stops me from clicking by tapping, or physical button pressing.
This very much feels like some odd software/driver glitch, and have no idea what it is stemming from.

I don't see any updated Toshiba trackpad drivers for my model, and I am assuming there are non here:
http://support.toshiba.com/support/modelHome?freeText=1...

It just periodically freezes... I've run many scannow and registry scans, anti-virus/malware scans, and don't see any suspicious programs installed to my computer. Am very very annoyed by this issue, but do not have to time or wish to do a complete reset. Reinstalling Windows would just be too cumbersome.
Can anyone else help?
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January 25, 2016 8:17:53 PM

The last thing I would suggest is uninstalling the mouse driver, and reinstalling it. If this doesn't work, try hooking up an external mouse and see if that works properly. At least this will help narrow down the problem. That's all i can think of. Maybe someone else has better ideas.

edit: sorry realized you said you can't find mouse drivers. Just try an external mouse and see if it works properly. Or go to http://us.toshiba.com/computers/laptops/satellite/radiu... and click on chat and ask customer support.
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January 25, 2016 8:58:35 PM

himynameisraz said:
The last thing I would suggest is uninstalling the mouse driver, and reinstalling it. If this doesn't work, try hooking up an external mouse and see if that works properly. At least this will help narrow down the problem. That's all i can think of. Maybe someone else has better ideas.

edit: sorry realized you said you can't find mouse drivers. Just try an external mouse and see if it works properly. Or go to http://us.toshiba.com/computers/laptops/satellite/radiu... and click on chat and ask customer support.


Hmm, yeah, odd part is that I have an HID Microsoft driver, but no specific Toshiba or synaptics touchpad driver, and I certainly cannot find one online either, wonder if the PC is actually just using the HID mouse to instruct the touchpad as well. Very confusing for me, I don't know how to check if there is indeed an independent trackpad driver for sure.

I will try an external mouse and see if the same issue happens, it usually happens after the PC has been used for a little while, even though there is no startling jump in CPU or RAM usage, and there are no events in the event viewer of any odd warnings.

I also just update my BIOS, thinking maybe Microsoft's latest mouse driver was conflicting with my computer before. Too early to tell.
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March 24, 2016 6:47:59 AM

I have the same problem and I dont know what should i do
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March 30, 2016 2:25:14 PM

Ahmed_87 said:
I have the same problem and I dont know what should i do


I have the same problem. I just bought the laptop and spent hours trying to update windows 10 and researching the internet for an updated driver. no luck and mine is being returned.
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Best solution

April 10, 2016 1:49:15 PM

I've got the EXACT same problem with my Radius 12 also and after reading the Toshiba site and doing some digging of my own I've come to the conclusion that it's a bad GROUNDING problem with the trackpad, If you can return it to Toshiba then they'll fix it for you but if not (like me who brought it overseas) then you need to open up the machine and either solder on a wire to the motherboards grounding spot/chassis or use some other method to ground the back of the trackpad.

http://www.zachpoff.com/diy-resources/acer-laptop-touch...


I've found lots of Acer,Asus and Apple machines with this issue and it's all related to grounding.
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April 19, 2016 2:04:06 AM

I have this issue as well and it is awful.

Has any found a fix? Either software or hardware?

Does the grounding work?



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May 8, 2016 4:30:20 AM

Hi,

I have the same problem. Can somebody tell us if anything works? Did somebody return it and they can make it reliably works?
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May 18, 2016 9:42:27 PM

Update, sorry for being gone so long.

Basically sent mine in for repair through Best Buy. Waited a full Month. Got a message back saying Toshiba "didn't have the parts to fix it" and that I could just pull a new laptop off the shelf... It wasn't even Best Buy's fault, it was Toshiba responsible for that delay.

So here I am, checking out other models. None are like this compact convertible 4k beauty with plenty of space and top i7 in it.
I use the Radius 12 in Best buy's demo... and get this... within the 30 seconds that I'm playing with it...
ITS TRACKPAD STICKS TOO. THE FLOOR MODEL IS EVEN DEFECTIVE!

So stupidly, even after that sign, I took it as coincidence, chose another Radius 12 (Yogapad was the only other option for me, just not as great tho to me)
This time I got the warranty. Another red flag is that they only let me get 1 year on warranty. hmm.

No coincidence either, Toshiba went bankrupt two weeks later. Toshiba is now no longer manufacturing more consumer laptops.
Guess that explains everything now. They've just abandoned this product. I bet every single one's trackpad is a ticking bomb waiting to break.

Two weeks into ownership, it starts sticking... then freezing... and is now nearly completely unusable one month in.
24/7 external mouse it is from now on.

I suggest anyone with this problem do the same if you have purchased a warranty, or if you're under factory warranty only, approach Best Buy about the issue, but speak about how commonly this happens, ask if they can contact Toshiba about the issue directly, and ask if you can get in-store credit for it instead. Otherwise you may be stuck in a one month limbo like they left me in.

I for one plan on turning it in for defects close to the end of my warranty, when some better laptop models are available through Best Buy.
I wish they would carry the Razer Blade Pro, that's the only fitting replacement I'm considering.
Sucks, besides the cheap construction (which I can live with for the price), this laptop is perfect.
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May 31, 2016 8:41:39 AM

Thankyou jkteddy77 for responding.

Mine is being repaired. Almost 2 weeks, I am pessimistic they can fix it. This laptop is perfect, but I can't stand with the touchpad. I might try ickyboo suggestion although it'll void the warranty as a last resort.
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June 4, 2016 4:37:40 AM

Just got my Laptop back after 18 days in service center. The touchpad still broken.
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June 4, 2016 7:16:40 AM

Amrullah said:
Just got my Laptop back after 18 days in service center. The touchpad still broken.


As I expected... Go back, let them know it's still busted, and request that you just get in-store credit for it and choose a different laptop.
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June 4, 2016 7:16:41 AM

Amrullah said:
Just got my Laptop back after 18 days in service center. The touchpad still broken.


As I expected... Go back, let them know it's still busted, and request that you just get in-store credit for it and choose a different laptop.
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June 4, 2016 10:47:49 AM

I disassembled it. The touchpad broken after about 5 minutes. But after that, it works until now (about 3 hrs). Take I look what I've done in below image. Notice the red cable and the ugly solder-work.

Image_In_Google_Drive

I'll post again.
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June 4, 2016 11:07:02 AM

Amrullah said:
I disassembled it. The touchpad broken after about 5 minutes. But after that, it works until now (about 3 hrs). Take I look what I've done in below image. Notice the red cable and the ugly solder-work.

Image_In_Google_Drive

I'll post again.


Alright, thanks. Pretty handy looking solution, keep us updated if it works for good.
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June 5, 2016 9:54:30 AM

jkteddy77 said:
Amrullah said:
I disassembled it. The touchpad broken after about 5 minutes. But after that, it works until now (about 3 hrs). Take I look what I've done in below image. Notice the red cable and the ugly solder-work.

Image_In_Google_Drive

I'll post again.


Alright, thanks. Pretty handy looking solution, keep us updated if it works for good.


I did the same thing as Amrullah (grouded the touchpad to the chasis) and my touch pad is now working well. Even things like side scrolling that weren't working before are now working.
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June 5, 2016 11:20:07 AM

Thanks bigcat75 for the info.

Mine froze after 24 hrs of the previous incident. It happened when I accidentally pressed my laptop. But I can say it is much more reliable and this fix does make a different.

I might need to disassemble it again to fix the solder. The touchpad ground metal is a metal that hard to solder. The cable was not stick reliably to it. I used duct tape to secure the solder. I will also use flux in my next attempt.

I'll post again.
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June 5, 2016 3:26:39 PM

I'm still working fine. I'll update tomorrow to let everyone know if the fix lasts longer. So far, no issues. I use this laptop every day, so I will post if I have more issues.
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June 10, 2016 12:57:34 PM

I fixed the solder problem and also add one more cable for grounding. It works reliably now.
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June 13, 2016 7:50:19 AM

Thanks for the information on grounding. Our family purchased three Radius 12 computers for Christmas and we've been struggling with the touchpad problem on all three of them (started using a mouse instead).

I tried using a 2x2 inch section of conductive copper tape (used for shielding guitars) to fix the problem. I positioned the lower right corner to cover as much of the metal exposed on the back of the touchpad to the left of the metallic braid as possible. I laid the upper left over the metal above and trimmed the outside edges that weren't over the metal areas (except for the section connecting the two areas). I then removed the backing and applied the tape.

This has been working on the two machines I've tried for two days now and seems to be working well. The fix was easy to apply.

(edited for clarity).
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June 15, 2016 10:41:32 PM

thanks all
the solution (adding a new ground wire) worked for me.
opening the back cover caused four plastic locks broken btw, but i hope super glue can fix it.
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June 25, 2016 10:01:12 AM

The ground is poor. I tested ground points throughout the machine on difference cards and on average got .5Ω on average and 3-4Ω on the track pad. The metal tape they use is really a piss poor conductor so I added a copper wire. I haven't had any problems since.

https://scontent-atl3-1.xx.fbcdn.net/v/t1.0-9/13501813_...
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July 3, 2016 8:10:29 AM

ClearSignal said:
I tried using a 2x2 inch section of conductive copper tape (used for shielding guitars) to fix the problem. I positioned the lower right corner to cover as much of the metal exposed on the back of the touchpad to the left of the metallic braid as possible. I laid the upper left over the metal above and trimmed the outside edges that weren't over the metal areas (except for the section connecting the two areas). I then removed the backing and applied the tape.


Thanks ClearSignal. I have done the same thing but using copper slug tape. There are also good disassembly instructions for removing the back of the laptop here: http://laptopmedia.com/highlights/inside-toshiba-satell...
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July 3, 2016 4:09:25 PM

Stuart_13 said:
[Thanks ClearSignal. I have done the same thing but using copper slug tape. There are also good disassembly instructions for removing the back of the laptop here: http://laptopmedia.com/highlights/inside-toshiba-satell...


There's a lot of conductive adhesive copper foil tape sold for use as a slug barrier among other uses, and as long as it's got that conductive adhesive should work as well. Mine seems to still be working well after several weeks so I'm hoping it's a long term fix.

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July 18, 2016 1:06:30 AM

Thanks, I was also having this problem. Kept thinking it was a driver issue since it was intermittent, but after doing research and finding this thread among others, I cracked open the back of the case and grounded the touchpad with some adhesive copper foil. So far so good, the touchpad is working better than it ever has and glides/scrolls smoothly.

Hopefully this is a permanent fix, and it makes this laptop one of the best- with the slight exception of its subpar battery life.
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July 18, 2016 5:57:11 AM

Hope others can find this thread, I couldn't find the solution easily, had to start this thread.
Seeing as Best Buy is still selling these things, I hope more and more continue to find it.

Here are some very clear disassembly for a similar model that should help you safely take apart the laptop
https://www.ifixit.com/Guide/Toshiba+Satellite+P55W+Har...
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July 27, 2016 10:01:45 AM

Hi everyone,

I got the same PAD problem with toshiba Radius12 4k, bought last week in France.
I realized your trick with ground wire and it's woks fine now, many thanks.

But i got some issues :
Like @Hananto i broke 4 plastic locks, at the opposite side of screen attach, when removing back frame.
I broke 1 plastic lock of the battery, i don't know how.
And welding wire was pretty hard to drop to the back of the touchpad.
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October 14, 2016 7:15:53 PM

jmmyz14 said:
Thanks, I was also having this problem. Kept thinking it was a driver issue since it was intermittent, but after doing research and finding this thread among others, I cracked open the back of the case and grounded the touchpad with some adhesive copper foil. So far so good, the touchpad is working better than it ever has and glides/scrolls smoothly.

Hopefully this is a permanent fix, and it makes this laptop one of the best- with the slight exception of its subpar battery life.


Hi guys! I wanted you to know this thread was pretty informative. But I have struggled with the proposed solution, so I wanted to ask to those who used copper foil how did they put it (a photo would be amazing!). Since I thought the foil one would be an easier fix, I used some this way http://imgur.com/a/9mfT1.

It worked for a few hours but then it started freezing again. Did I install it wrong?

Thanks in advance.
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October 17, 2016 6:34:44 AM

Im also having the same problem, and I am thinking of repairing instead of sending it for warranty/repair.

My model is pw20 10K and i am currently using it with a usb mouse. If anyone could detail the exact method of placing the copper tape I would be very grateful, and also how to access the trackpad.

Thanks for all those who have contributed so far.

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October 23, 2016 12:58:42 AM

Lundis said:
jmmyz14 said:
Thanks, I was also having this problem. Kept thinking it was a driver issue since it was intermittent, but after doing research and finding this thread among others, I cracked open the back of the case and grounded the touchpad with some adhesive copper foil. So far so good, the touchpad is working better than it ever has and glides/scrolls smoothly.

Hopefully this is a permanent fix, and it makes this laptop one of the best- with the slight exception of its subpar battery life.


Hi guys! I wanted you to know this thread was pretty informative. But I have struggled with the proposed solution, so I wanted to ask to those who used copper foil how did they put it (a photo would be amazing!). Since I thought the foil one would be an easier fix, I used some this way http://imgur.com/a/9mfT1.

It worked for a few hours but then it started freezing again. Did I install it wrong?

Thanks in advance.


I went crazy with the copper tape and put it all over. It was working great for a few months, but just today started acting up again...
https://www.dropbox.com/sc/bosrux5l7chnclz/AADgoQ6Tk5TK...

Might have to undo it and use more wires.
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October 29, 2016 6:25:40 AM

I use 2 cables. It's been 4 months without a single touchpad issue. One cable should be ok, just ensure the solder work is perfect.
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November 9, 2016 1:15:23 AM

sam_181 said:
Im also having the same problem, and I am thinking of repairing instead of sending it for warranty/repair.

My model is pw20 10K and i am currently using it with a usb mouse. If anyone could detail the exact method of placing the copper tape I would be very grateful, and also how to access the trackpad.

Thanks for all those who have contributed so far.



Don't send it in. I did so, and they just sent it back to me 4 weeks later saying "they didn't have the parts to fix it". Toshiba themselves has no clue or is simply not willing to fix this.
The way I found out how to get to my trackpad was to simply google a teardown video of my laptop model. It only took about 20 minutes to fix.
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November 9, 2016 1:17:31 AM

jmmyz14 said:
Lundis said:
jmmyz14 said:
Thanks, I was also having this problem. Kept thinking it was a driver issue since it was intermittent, but after doing research and finding this thread among others, I cracked open the back of the case and grounded the touchpad with some adhesive copper foil. So far so good, the touchpad is working better than it ever has and glides/scrolls smoothly.

Hopefully this is a permanent fix, and it makes this laptop one of the best- with the slight exception of its subpar battery life.


Hi guys! I wanted you to know this thread was pretty informative. But I have struggled with the proposed solution, so I wanted to ask to those who used copper foil how did they put it (a photo would be amazing!). Since I thought the foil one would be an easier fix, I used some this way http://imgur.com/a/9mfT1.

It worked for a few hours but then it started freezing again. Did I install it wrong?

Thanks in advance.


I went crazy with the copper tape and put it all over. It was working great for a few months, but just today started acting up again...
https://www.dropbox.com/sc/bosrux5l7chnclz/AADgoQ6Tk5TK...

Might have to undo it and use more wires.


Likely what happened is the solder didn't hold. I sanded surrounding area of where I soldered to scar up the finish a bit, and that helped the solder stick much better. Just be sure to use some masking tape to stick onto the PC and remove all the metallic dust. nobody needs to have their laptop short circuit.
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November 9, 2016 1:17:31 AM

jmmyz14 said:
Lundis said:
jmmyz14 said:
Thanks, I was also having this problem. Kept thinking it was a driver issue since it was intermittent, but after doing research and finding this thread among others, I cracked open the back of the case and grounded the touchpad with some adhesive copper foil. So far so good, the touchpad is working better than it ever has and glides/scrolls smoothly.

Hopefully this is a permanent fix, and it makes this laptop one of the best- with the slight exception of its subpar battery life.


Hi guys! I wanted you to know this thread was pretty informative. But I have struggled with the proposed solution, so I wanted to ask to those who used copper foil how did they put it (a photo would be amazing!). Since I thought the foil one would be an easier fix, I used some this way http://imgur.com/a/9mfT1.

It worked for a few hours but then it started freezing again. Did I install it wrong?

Thanks in advance.


I went crazy with the copper tape and put it all over. It was working great for a few months, but just today started acting up again...
https://www.dropbox.com/sc/bosrux5l7chnclz/AADgoQ6Tk5TK...

Might have to undo it and use more wires.


Likely what happened is the solder didn't hold. I sanded surrounding area of where I soldered to scar up the finish a bit, and that helped the solder stick much better. Just be sure to stick some masking tape onto the area and surrounding area and remove all the metallic dust. Nobody needs to have their laptop short circuit.
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December 23, 2016 10:35:35 AM

jmmyz14 said:
Thanks, I was also having this problem. Kept thinking it was a driver issue since it was intermittent, but after doing research and finding this thread among others, I cracked open the back of the case and grounded the touchpad with some adhesive copper foil. So far so good, the touchpad is working better than it ever has and glides/scrolls smoothly.

Hopefully this is a permanent fix, and it makes this laptop one of the best- with the slight exception of its subpar battery life.


This has all been so helpful. Are you willing to write a couple of steps I can follow to do this myself? I don't have much experience with this and want to make sure I'm doing it correctly. I have copper tape with conductive adhesive ready to rock.
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