Highlighted
orly_andico
Bronze

Inspiron 13 7000 (7347) Touch screen problem

Jump to solution

I have a one-month old Inspiron 13 7000 which has seen very little use, because of the problem which will become self-evident.

Very early on (when the laptop was 3 days old) I noticed that it would do "ghost touching" on the screen.  These ghost touches were always along a vertical column about 2/3 of the way to the right of the screen. As can be expected, these ghost touches would wreak havoc with whatever I was doing.

The ghost touches would go away after some time.

Other times there would be a single ghost touch that would remain pressed continuously.

I ran the Dell hardware diagnostics and the first time I did, it reported touch screen miscalibration.  It then prompted me to clear all the cells (all 405 of them) after which the touch screen worked without incident for several hours.

Then the ghost touching came back.  This time when I tried to clear the cells (via the n-trig tool that the Dell diagnostics fires up) I found that the entire right side of the screen (past the ghost touch column) would no longer respond to touch.  So I was unable to clear the cells.

Later on the touch screen "fixed itself" again - except, the ghost column is not responsive to touch anymore (but the screen to the left and right of the ghost column do respond).

To say that I am peeved that a $1200 laptop has such a severe flaw is understating things, to put it mildly. "I should have gotten the Mac Pro Retina" is a thought that has run through my mind many times these past couple weeks.

I have also de-installed and re-installed the touch screen drivers, etc.  The machine is fully up to date as far as I can tell (I installed all the Dell software, self-update, etc. etc. etc.)

I took some screen shots and videos of the ghost touch in action, to substantiate what I've seen.

This is not a Windows driver problem - the ghost touch also happens when running the BIOS diagnostics.

103 Replies
max45uk
Bronze

RE: Inspiron 13 7000 (7347) Touch screen problem

Jump to solution

I have similar problem with my Sons new 13" Inspiron 7000.

Have been having random touchscreen issues where the screen randomly develops mind of its own and starts zooming in and out of web pages erratically etc.

I have been in touch with Dell Support who recommended calibrating the touchscreen running dell diagnostics etc.

This seemed to fix it initially but as its such a random occurrence I was sceptical.

Sure enough, today it started again.

With my experience in IT and also having had a good number of laptops etc I firmly believe it to be a hardware design flaw. My findings are as follows:

Many 2 in 1 laptops have a very rigid hinge, but not this one.

The screen is hinged in two places and the lightweight nature of the laptop means the screen is very flexible in daily use.

When closed, looking from the back at the laptop with the screen on top and the base at the bottom, there is a visible curve in the laptop screen.

I think there is some connection between this and the issues we are experiencing.

When carrying the laptop from room to room while in laptop mode i.e. screen part open, the screen flexes if you carry it with your hand under the base, cupping the screen. As soon as we pick up the laptop this way (The safest way to carry such a device) the touchscreen goes crazy and we see the vertical line of touch instances occurring.

THIS SHOULD NOT HAPPEN!

I am taking this up with Dell again and will in all likelihood request a complete refund as I am sure no amount of remote access and driver updating etc will cure it.

The screen back should have been made of inflexible aluminium to reduce this issue.

If Dell really test laptops while opening and closing the screens hundreds of times, they obviously don't perform this test in a real world scenario.

I recommend anyone with this issue who is reading this, post a reply here and together we will get something done about it.

orly_andico
Bronze

RE: Inspiron 13 7000 (7347) Touch screen problem

Jump to solution

Good to know there are other folks with this issue.

Thing is, various Dell users have been reporting ghost touch issues with various different Dell touch screens for years.

BTW as I type this, the ghost touch started.  I flexed the screen by hand and the ghost touch immediately went away!  first time I've tried that...  obviously there is a design flaw.

Sad thing is the laptop is generally quite nice. Sure it's not a Toshiba Portege Z30T but it's almost 1/2 the price.  It is still not an entry-level laptop.  But I cannot stomach this sort of behavior. Will try to see what I can do about getting a return.  I'm also in IT and I've had many Dells over the years (all of them have had problems!) and I dread dealing with Dell support..

orly_andico
Bronze

RE: Inspiron 13 7000 (7347) Touch screen problem

Jump to solution

Here's another report -

answers.microsoft.com/.../36b05703-f2ba-429a-9534-3da24a16d3dc

the guy included a screenshot. In his case the clicks occur horizontally while in my case the clicks are vertical. But the symptom is exactly the same.

I have had the ghost clicking several times now today, and in all cases flexing the screen by hand banished it.

benandfaith
Copper

RE: Inspiron 13 7000 (7347) Touch screen problem

Jump to solution

I have the same issue.

It happened a bit more regularly initially (a week ago), but it rarely happens now. Will keep monitoring it to see how it goes.

One thing I found helped was cleaning the screen. Not sure if that was actually the cause, but it did help. I'll try the bending the screen thing also to see if that helps. If it persists, I'll have to return it.

eric_Uconn
Copper

RE: Inspiron 13 7000 (7347) Touch screen problem

Jump to solution

I purchased 20 of these Inspiron 13 7000 series.  After 2 weeks one will not boot and two have the ghost touch issue.  It is so bad that we can't use the two with the ghost touch because it zooms and clicks all over the screen if you bend and flex the screen it will go away.  Then 5 minutes later it will come back.  I am tempeted to return all 20 for a refund.  I am calling dell about this issue now.

eric_Uconn
Copper

RE: Inspiron 13 7000 (7347) Touch screen problem

Jump to solution

I just found that if I go into device manager and disable the touch screen the issue stops.  Not a permanent solution but at least I can use these laptops for training now.  I don't really need the touch screen anyway, just thought it would be a cool feature.  Dell has a major quality issue with these laptops. 

orly_andico
Bronze

RE: Inspiron 13 7000 (7347) Touch screen problem

Jump to solution

Yup I also found that (1) disabling the touch screen makes it usable;  (2) flexing the screen when the ghost touch happens, often banishes the poltergeists.

I was all set to trry to arrange a return, but the notebook works well otherwise, and I don't want the hassle of re-installing all my software etc. PITA.  And I tell myself "if I got the Mac Pro Retina I would have no touch screen anyway."

Still a suboptimal solution however. I think this is what Dell is hoping for, that people grit their teeth and don't initiate a return.

saknis
Copper

RE: Inspiron 13 7000 (7347) Touch screen problem

Jump to solution

I have that issue also with the same laptop that I gave to my daughter-in-law.  She is NOT tech savvy and was unable to trouble shoot or even describe when it happens.    I searched Dell support for a fix but could not find one.  In fact, I thought that I had the only one doing it.   Is Dell looking for as fix or just brushing this off because " it doesn't happen to everyone"?

rwrtx14
Copper

RE: Inspiron 13 7000 (7347) Touch screen problem

Jump to solution

Same issue here with the ghost touch screen problems.