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CPWood
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Posts: 6
Registered: ‎02-01-2018
Location: GB
Views: 1,149
Message 1 of 7

Thinkpad L570 Touchpad

I have seen this issue on a couple of L570's fresh from the factory. 20180130_110144.jpg

 

The message comes up straight after boot and on this particular one the Touchpad stops working intermittently, I've made sure the bios and all drivers are up to date but still get the message.

 

There does not seem to be any way to remove the touchpad software.

 

There is an uninstaller in the Apoint2k folder but it says it can't run under this OS. The OS is Windows 10 64-bit.

 

 

Anyone else seeing this?

 

 

Lenovo Employee Rydeen
Lenovo Employee
Posts: 358
Registered: ‎03-03-2017
Location: JP
Views: 1,107
Message 2 of 7

Re: Thinkpad L570 Touchpad

Dear customer,

I'm assuming you are a corporate customer since you saw multiple L570 systems.

In order to confirm the customer's experience and environment properly, I'd like customer to clarify below items.

 1. Do you mean "fresh from the factory" as the system you received from Lenovo factory with Lenovo standard Windows preload, or your company specific preload ?

2. During the Out Of Box process, have you activated Wireless LAN or attached Ethernet cable on the target systems?

3. Have you opened Devie Manager and tried to uninstall or rollback the driver?

 

thank you for your cooperation.

 

CPWood
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Posts: 6
Registered: ‎02-01-2018
Location: GB
Views: 1,101
Message 3 of 7

Re: Thinkpad L570 Touchpad

Hi Rydeen

 

I am a Reseller.

 

1. Systems had Lenovo Standard windows preload

2. WIreless LAN and ethernet activated

3. Yes uninstalling device driver makes no difference.

Lenovo Employee Rydeen
Lenovo Employee
Posts: 358
Registered: ‎03-03-2017
Location: JP
Views: 1,069
Message 4 of 7

Re: Thinkpad L570 Touchpad

Dear customer,

I'd like to know more below information

  1. Which Windows 10 version, 1703 or 1709?
  2. Driver version of ThinkPad Ultranav?
  3. Do you remember which processor generation of failure systems have, 6th generation or 7th generation. Or both?

thank you for your cooperation.

CPWood
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Posts: 6
Registered: ‎02-01-2018
Location: GB
Views: 1,053
Message 5 of 7

Re: Thinkpad L570 Touchpad

Hi Rydeen

 

1. 1709

2.  ALPS 10.4200.1616.137

3. 7th i5-7200U both are 20J80020UK

 

 

Lenovo Employee Rydeen
Lenovo Employee
Posts: 358
Registered: ‎03-03-2017
Location: JP
Views: 864
Message 6 of 7

Re: Thinkpad L570 Touchpad

Dear customer,

Sorry for no response for a long time.

In order to remove this unexpected error message, can you try to operate as below?

  1. Click "Abort" to close the pop up message
  2. Open Task manager by right mouse button on the task bar
  3. Go to "Service" tab and find "ApHidMonitorService"
  4. Stop the "ApHidMonitorService" service by clicking right mouse button
  5. Open Device Manager and uninstall ThinkPad UltraNav driver
  6. Restart the system and open Device Manager to confirm the device is still exist or not
  7. if you still found the driver, uninstall the driver again.
CPWood
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Posts: 6
Registered: ‎02-01-2018
Location: GB
Views: 684
Message 7 of 7

Re: Thinkpad L570 Touchpad

Thanks this has resolved the issue.

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