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malshafey
1 Nickel

XPS 13 trackpad not functioning and driving me insane

Since the first day after I bought the XPS 13 9360, the trackpad and mouse have been a nightmare.

-The pointer moves on its own and clicks as it likes sometimes.

-The pointer slows down then disappears many times each day.

-The tap to click doesn't work at times.

I tried every solution that I can possibly try given that I use Windows 10 and that I only have access to the drivers that Dell deems suitable for me that do not include any mouse drivers.

What to do? Do I get a refund? I already paid to fix the screen when it fell and broke. I already spent more money than it's worth as I bought it when it first came out. What a nightmare! 

I wish I got the X1 Carbon.

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5 Replies
Moderator
Moderator

RE: XPS 13 trackpad not functioning and driving me insane

Sorry for the delay in missing this, did you still have trouble with the system? When did the issue w/ the mouse movement start? 


Best regards,

Brad

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malshafey
1 Nickel

RE: XPS 13 trackpad not functioning and driving me insane

Since I bought it in December.

Driver update, check

Clean trackpad, check

Play with pointer speed, precision, check

Format device and install a clean Windows with all the latest drivers, check

The only thing that got it to work a little better and with fewer issues was uninstalling Chrome and using Edge. The problem was made worse not just by using Chrome but by having any instance of Chrome running.

It still needs rest many times a day, and sometimes a full restart.

When it works, it works like a charm. After a while, like an hour or two each time, it slows down again and becomes erratic.

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Moderator
Moderator

RE: XPS 13 trackpad not functioning and driving me insane

If you're still having issues with the system can you Private Message me your Service Tag on this?


Best regards,

Brad

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malshafey
1 Nickel

RE: XPS 13 trackpad not functioning and driving me insane

The problem is still there and the whole computer slows down now when the touchpad slows down and becomes uncontrollable.

CPU usage is normal. Bitdefender antivirus running and the system is clean.

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jphughan
5 Rhenium

RE: XPS 13 trackpad not functioning and driving me insane

I've been noticing the same issue intermittently on one that I recently ordered. Still deciding whether to do a service call, but in the meantime I've found that pinching hard with one finger on the upper-left corner of the touchpad and my thumb on the underside of the laptop underneath that spot seems to resolve it, at least for a few days.

And this is not a software issue. When the touchpad doesn't work properly, it can be observed in the BIOS Setup interface. That's actually where I first noticed it because that's the first place I went right out of the box, and even there the touchpad wasn't working...right out of the box.