shahin67
1 Copper

Dell XPS 13 (ultrabook) Trackpad problems

Hi,

First of all I am really disappointed in Dell. Come on guys... you build an ultrabook with such good material, carbon fibre and etc. Go all the way through to make it light and durable and then install a trackpad that is so problematic? WHYYYY...? Don't you do any testing prior to release?!

Anyway, here is my problem. I have updated my ultrabook to the latest drivers, both touchpad and quickset and BIOS and... (everything). The touch pad (two finger scrolling, pinch zoom, 3 finger genstures..) all works. What drives me crazy is a simple "single tap click"! In random times when you click on something (single tap) it just wont click and stays the way it is until you move your finger over from where you clicked and then suddenly the click takes into effect. Its like that the single tap click is attached the the event of moving and it won't work until you move your finger (tiny bit) from where you clicked. And you cannot believe how annoying it is!

You know what? I really don't want to return this Ultrabook, as everyhting else works perfectly, and it is just shameful for the name of Dell to use such a buggy touchpad and after 4 months still not being able to programm a driver which resolves ALL the issues we are having. We all have read what other users have been through for the past 5 months until these drivers came out.

SO, hey DELL get stuff moving and develop a good driver, we all know writing a driver is sooo simple for your developers.

Regards,

Shahin.

42 Replies
rayvann
1 Copper

Re: Dell XPS 13 (ultrabook) Trackpad problems

DITTO!!!!!  I am having the same problem.  I love my XPS 13, but hate, HATE, this touch pad.  I've spent lots of time updating drivers and jacking with the setting trying to get this thning to work right.  Tap click is a nightmare on this machine and I would never recommend anyone buy one because of this problem.  My XPS draws attention and people are always saying, "Hey, cool laptop!  What is it?"  I am so frustrated with the touch pad that I can rarely tell them about the wonderful features of this computer because I am too busy telling them about the major problem with the touch pad.  Please, please, please Dell, please come up with a fix for this. I am glad Shahin posted because I thought it was just me having these problems.   I too do not want to return my computer, but wow, this is really becoming a problem. 

Ray

Re: Dell XPS 13 (ultrabook) Trackpad problems

Hi,

I request you to delete the touchpad drivers and then use the below link to download drivers:

http://dell.to/Qyo0GF

To delete drivers, type device manager in search box then click Device manager, expand Mice and other pointing device, right click on Touchpad and select uninstall. Check the box that says “Delete the driver software for this device”

There is a separate thread where customers have mentioned about this and have claimed the drivers update has fixed the issue which can be viewed in the link below:

http://dell.to/OrbHNP

Please let us know about the progress.

Thanks and Regards,
Kiran Kumar
Dell Social Media and Community Professional
Order Status : http://dell.to/1fgKSTr
Download Drivers : http://dell.to/1hcxG98

0 Kudos
Highlighted

Re: Dell XPS 13 (ultrabook) Trackpad problems

Hi shahin67/ ayvann

The Engineering team will require the system service tag for further investigation. I request you to send a private message with your system service tag. Please accept my friend request, click on my username and click ‘Start conversation’ to send the service tag.

Thanks and Regards,
Kiran Kumar
Dell Social Media and Community Professional
Order Status : http://dell.to/1fgKSTr
Download Drivers : http://dell.to/1hcxG98

0 Kudos
shahin67
1 Copper

Re: Dell XPS 13 (ultrabook) Trackpad problems

Hi,

I contacted dell via phone and they remote connected to my XPS 13 and checked everything you can possibly think of; in the end it was not fixed. They asked to send an on-site technician to fix this issue. As this is obviously an issue with the software and not the hardware, I refused and decided to return it and get a full refund. 

If I had read all these reviews about the touch pad I would have never bought this laptop. I have decided to buy the Lenovo X1 Carbon instead.

Cheers,

Shahin.

vamsip
1 Copper

Re: Dell XPS 13 (ultrabook) Trackpad problems

I have tried the new drives but the simple left click and the right click does not really work. It is very sporadic. It does work sometimes but not always. 

I have been a dell user for the last 12 years but this is a big dissapointment. I bought the XPS 13 for its portability and now with this issue I have to carry a bluetooth mouse every where I travel. 

I am in india now, but the support in India sucks. I had a tough time (actually I tried atleast 5 times) even getting to the support rep. on the phone. What is the point of having international warranty when it does not help?

The people who said they the trackpad is working do not use AutoCAD or any design software. Please test this on design software and you will understand the frustration. 

This is probably my last DELL product that I am buying ever.

Thanks.

0 Kudos

Re: Dell XPS 13 (ultrabook) Trackpad problems

Hi vamsip,

I request you to check if this issue happens only in auto cadd and other designer softwares or on all applications. If yes, then check the touch pad settings by following the steps below:

(1) Go to start

(2) Type control panel, click ‘Enter’

(3) Select Dell Touchpad properties, now go to the Touch Pad Settings section and disable all the additional features like One-Finger Scrolling, Two Finger Scrolling, etc.

Check if it works, if it doesn’t, I request you to send a private message with your system service tag. Please accept my friend request, click on my username and click ‘Start conversation’ to send the service tag. I will check on the status of the system warranty and assist you further.

Thanks and Regards,
Kiran Kumar
Dell Social Media and Community Professional
Order Status : http://dell.to/1fgKSTr
Download Drivers : http://dell.to/1hcxG98

0 Kudos
Suneel G
1 Copper

Re: Dell XPS 13 (ultrabook) Trackpad problems

I have the exact same issue with the latest driver "2.5.0.52, A03" . The previous versions of drivers don't have the 'move finger after tap for a single click'  issue. I had to revert to an earlier version by using the Uninstall method mentioned by Kiran K. But previous version drivers have other issues. Please fix the A03 driver.

0 Kudos

Re: Dell XPS 13 (ultrabook) Trackpad problems

Hi Suneel G,

I request you to give more information about the issue with the touchpad on both older version and newer version of drivers. Let me know if you have done all the troubleshooting mentioned by me in the above posts. Also send me the system service tag through private message.

I have added you as a friend. Please accept my friend request by clicking on my name highlighted in blue and then click on “Friends” tab at the top and then click on “Request to Review” and finally click on “Accept” button.

I am sending you a private message as well. Click on “Inbox” to respond to the message and provide system’s Service Tag and contact details so I may access your system records and check for further course of action. You could also click on Start Conversation to send a private message.

Thanks and Regards,
Kiran Kumar
Dell Social Media and Community Professional
Order Status : http://dell.to/1fgKSTr
Download Drivers : http://dell.to/1hcxG98

0 Kudos
Suneel G
1 Copper

Re: Dell XPS 13 (ultrabook) Trackpad problems

Hi Kiran,

The issue with A03 driver: The tap to click fails occasionally. During the click fail, it takes my first tap as a mouse down event (think of it as clicking on something and not releasing your finger from click. I can see the color of a hyperlink change with first tap). I then have to to put my finger on trackpad and move my finger a little bit for the previous tap to work as a click (think of this as a mouse up event. The browser takes me to the URL i clicked on during the first tap with this action).  Everything else works fine in A03. Disabling trackpad features didn't fix anything. I noticed this behavior in several applications, including windows explorer, like opening folders etc.

Because of this issue I switched to A02 driver. It worked fine for a few days. Suddenly the scrolling and two finger scrolling stopped working (may be because of Windows 7 update?). So I am back to A03 now and still have the issue mentioned above. Sent my service tag in a private message to you.

Thanks

Suneel

0 Kudos