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Last reply by 12-08-2017 Unsolved
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XPS 13 (9360) Trackpad issues...

Hi dev's,

I received my dell xps 13 (9360) this week and I'm overall really happy with it. This gotta be probably one of the best notebooks I've ever had, hands down!

However one thing that is bothering me immensely is that the track/touchpad is pretty unusable.

It's seems that the mouse cursor is frozen, no matter in which direction i'm going.... the only thing that is then working is navigating through the touch screen or using a mouse (bluetooth or wired).

Does this happen to anyone else as well?

I've also noticed that I can re-produce this error. Whenever I need to enter something in a textbox (browser searchbar, etc...) and then try to navigate away on the touchpad it's frozen!

I'm happy to provide any logs that you might regard as helpful!


Thank you once again for creating such a kick-*** laptop. Kudos to everyone at Dell! Thanks!

cheers,
theresa

Replies (15)
2 Bronze
2 Bronze
1725

Amen. I really, really want to love this laptop but the trackpad ... *sigh*

2 Bronze
2 Bronze
1725

***... These TouchPad issues started from day 1 when I first took it out of the box. Spent a couple hours on the phone with Dell last night to no avail; they said they are going to let me know on a day or two if they decide the touch pad needs to be replaced, but I think I might be better off just bringing it back to Costco. Really fortunate to have a good return policy and I've only had it less than a month, but I spent weeks researching laptop specs before I decided to buy this, such a fail....

2 Bronze
2 Bronze
1725

@DELL-Justin C

Could you assist me with the same problem? My 9360 (with Win10) touchpad freeze from time to time. I just got my XPS a few weeks ago and since then it's impossible to use trackpad.

Moderator
1725

@V.E.Loft,

Sure. Send me a friend request with your service tag. I'll see what I can do.

Justin C Dell Technical Support | Project Sputnik


Dell Support is also on Twitter! https://twitter.com/DellCaresPRO


Moderator
1725

@Community,

Technical support has produced a brand new document with steps you can take to help improve the touch pad when running Ubuntu.

It's here: http://www.dell.com/support/article/us/en/19/sln308258/precision---xps--ubuntu-general-mouse-issue-f...

If the steps in the document do not help please contact Dell technical support and mention Document ID SLN308258.

Justin C Dell Technical Support | Project Sputnik


Dell Support is also on Twitter! https://twitter.com/DellCaresPRO


2 Bronze
2 Bronze
1725

Hello Community,

I tried following the link but I am receiving very different output from what the post shows

The problem I am having is that the touch pad frequently does not detect taps, when in linux but it works fine in Windows 10. Occasionally it will even stop in the middle of two finger scrolling.

The below output was from POP!_OS 18.04, but the same thing happened in Ubuntu 17.10

Thanks for any help you can offer.

 Virtual core pointer id=2 [master pointer (3)]
⎜ ↳ Virtual core XTEST pointer id=4 [slave pointer (2)]
⎜ ↳ DLL082A:01 06CB:76AF Touchpad id=11 [slave pointer (2)]

 

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