Having the exact same issue. Laptop is 5 months old and has been doing it since the beginning. I am very frustrated. I have been on tech support and had all the tests run and Windows reinstalled twice. It started with just Chrome, then progressed to firefox and the last straw Adobe Photoshop, which I must have two finger scroll. Recent reinstall has me back at being able to click on other tab and back and it works. I'm pretty fed up with this laptop. Never getting a Dell again. It happens after going to sleep every...single...time...even if it works after a restart.
When you reinstall are you installing all the dell software as well? I have found that if I just reinstalled Windows only and absolutely none of the Dell stuff then it has been working. I do have my own Windows license though so when I did do my reinstall it was from my own personal version of windows and had nothing whatsoever to do with Dell. Dells software installs a driver that is causing this problem so by not installing their software when you do a reformat windows will go of and find the correct drivers that you need. You might be able to download a fresh windows install from Microsoft using your current Windows license rather than doing a fresh install with the Dell provided one. I won't be buying from Dell again either.
I have exactly the same problem. Purchased the XPS about six months ago, and has been a constant problem. Switching tabs solves the problem for a few seconds or a minute and then its back to not working. Obviously, it's a common problem and I have not read of one software tweak that fixes it. In the absence of any help from Dell I will call them shortly and ask them to sort it out. The only fix appears to be a new track pad, but why won't Dell address this problem?
Hi Tysi, I had two new trackpads it did not solve it. The only way I solved it was when I reformatted and reloaded windows without included Dells software that gets drivers from their website for you. The Dell software is downloading a dodgy driver and you cant get a more up to date one because their software blocks it. That's even IF the later driver fixes it. My laptop now has a windows driver for the touchpad and it works now. I was even told my problem was not the same as one where someone had done the same as me, well lo and behold it was the EXACT same issue, for the trackpad anyway. It also turned out that I had dodgy hardware but I only noticed that when i began checking other things. In fact one of the USB slots is still dodgy despite a 2 new motherboards, yes TWO, because my first ones right side USB was not working, they replaced it and then the LEFT was not working. Now the left one is connecting and disconnecting because it must be loose. DELL are an absolute joke. I wish you the best of luck.....you will need it.
I bought Dell XPS 13 model 9380 couple of months ago and have been facing this issue persistently. This is really annoying and so primitive that I can't believe there isn't a foolproof solution out there! I complained to Dell and they changed the touchpad but the same thing with the new touchpad as well. Really regretting my decision to purchase Dell.
Welcome to the runaround. Probably end up with new motherboard, new touch screen, another new touchpad, then have to reinstall everything and then still won't work.
Only way I got it working was to reinstall windows with NO DELL software reinstalled. And saying that it has happened once but only once in a couple of months since I took matters into my own hands. It was unplugged and battery around a quarter left so dunno if that is the trigger.
I have same problem. Brand new XPS15 i9. I don't believe it's a physical problem as it will start working again if i close the laptop then re-open it but it is ridiculous that this hasn't been sorted through an update by Dell.
The only way I stopped it as mentioned in a previous post is to reformat and only install windows with no dell software. That way the dell update software can't go and automatically get the bad drivers again.
You can still manually get driver updates from dell if you want them but now you can choose and you dont want to be getting the touchpad ones from them. They know it is an issue and they really couldn't care less, especially once they have your money.
Yup, I bought a dell xps 15 9575 a couple of months ago. At first the problem didn't happen but once it appeared, it got worse and worse. I contacted tech support and 2 weeks, 32 messages, and 1 touchpad replacement later the problem still persists. Now, they want me to reinstall windows but (like you said) that probably won't solve the problem unless I reinstall without dell drivers.
At this point, I'll probably switch to mozilla firefox. The scrolling issue has never happened there. The only think I dislike about firefox is the atrocious zooming, but I (kinda) fixed that with an extension.
Hi Aya236 They are useless, that is the problem. They know what the issue is but refuse to admit it. If you let them reinstall windows but tell them to let Windows find the drivers and that you do not want their Dell software that goes and gets the broken drivers then it should work. Mine has been fine ever since. They will probably try to tell you that your issue is not that and it is something different which is the rubbish they tried on me but the fact is once their garbage software was gone it works fine. I wonder if you can uninstall all Dell software, then uninstall touchpad driver then let windows get the driver instead. Might be worth a try if you dont want to reinstall. Anyway, best of luck, I the the lesson here is no more Dell for me in future.
Unfortunately I have the same problem, also, nobody has mentioned it before but I noticed that you can scroll down again if you refresh the page. I decided to buy Dell because I believed it to be a reliable brand. It seems to me I should have bought something cheaper which would apparently work better. My previous laptop was made by Samsung and I had never had any problems with it, I thought it would be the same with Dell. Well...
I'm using FireFox and it happens there as well. I just got this computer and still am within my return period. After looking at these comments (dating back over a year!!!) I might have to return and rethink this purchase. There are a couple other things that are quickly becoming annoying. (Day 2 with my Dell.)
@Tracy Elise Yes, return it NOW or else you will have to live with it forever. Its been 2 months, 100+ emails, 2 touchpad replacements, 1 touchscreen replacement, and 6 windows re-installations since I first contacted Dell support, and the problem still persists. The only time the problem went away was when I reinstalled windows with no dell software. When I had no dell software, the scrolling issue happened maybe only twice in one week of heavy laptop usage, which is a great for me since it used to happen once every 20 seconds of scrolling.
They wanted me to reinstall windows with dell software so I have dell software on my laptop right now, but I will probably reinstall without dell software again sometime later this week.
I will be closing my support ticket soon because I have learned that despite me paying $500 for expert support, they can't actually solve a simple problem on a laptop for which I paid $2,000.
i can confirm it is an issue but it is not actualy because of dell it is a common issue with windows precision drivers, i have 4 diferent laptops over the years 2 with windows precision and 1 with synaptics and the other with some other i could not tell. but the problem is defenetly not dell ut it is with windows
It is a Dell issue because it is their software that puts the incorrect driver on and will not let you go back to a previous one that works unless you reinstall windows and do not install the Dell provided drivers.
justtobeme2
4 Posts
0
April 20th, 2019 17:00
Having the exact same issue. Laptop is 5 months old and has been doing it since the beginning. I am very frustrated. I have been on tech support and had all the tests run and Windows reinstalled twice. It started with just Chrome, then progressed to firefox and the last straw Adobe Photoshop, which I must have two finger scroll. Recent reinstall has me back at being able to click on other tab and back and it works. I'm pretty fed up with this laptop. Never getting a Dell again. It happens after going to sleep every...single...time...even if it works after a restart.
Syvs
14 Posts
0
April 24th, 2019 05:00
Tysi
1 Message
0
April 28th, 2019 09:00
I have exactly the same problem. Purchased the XPS about six months ago, and has been a constant problem. Switching tabs solves the problem for a few seconds or a minute and then its back to not working. Obviously, it's a common problem and I have not read of one software tweak that fixes it. In the absence of any help from Dell I will call them shortly and ask them to sort it out. The only fix appears to be a new track pad, but why won't Dell address this problem?
Syvs
14 Posts
0
April 28th, 2019 13:00
Rafat Anwar
2 Posts
1
May 22nd, 2019 19:00
I bought Dell XPS 13 model 9380 couple of months ago and have been facing this issue persistently. This is really annoying and so primitive that I can't believe there isn't a foolproof solution out there! I complained to Dell and they changed the touchpad but the same thing with the new touchpad as well. Really regretting my decision to purchase Dell.
Syvs
14 Posts
1
May 22nd, 2019 23:00
Welcome to the runaround. Probably end up with new motherboard, new touch screen, another new touchpad, then have to reinstall everything and then still won't work.
Only way I got it working was to reinstall windows with NO DELL software reinstalled. And saying that it has happened once but only once in a couple of months since I took matters into my own hands. It was unplugged and battery around a quarter left so dunno if that is the trigger.
I am never buying Dell again.
Count de Ceredigion
1 Message
0
June 13th, 2019 15:00
I have same problem. Brand new XPS15 i9. I don't believe it's a physical problem as it will start working again if i close the laptop then re-open it but it is ridiculous that this hasn't been sorted through an update by Dell.
Syvs
14 Posts
1
June 20th, 2019 09:00
The only way I stopped it as mentioned in a previous post is to reformat and only install windows with no dell software. That way the dell update software can't go and automatically get the bad drivers again.
You can still manually get driver updates from dell if you want them but now you can choose and you dont want to be getting the touchpad ones from them. They know it is an issue and they really couldn't care less, especially once they have your money.
Aya236
2 Posts
0
August 4th, 2019 21:00
Yup, I bought a dell xps 15 9575 a couple of months ago. At first the problem didn't happen but once it appeared, it got worse and worse. I contacted tech support and 2 weeks, 32 messages, and 1 touchpad replacement later the problem still persists. Now, they want me to reinstall windows but (like you said) that probably won't solve the problem unless I reinstall without dell drivers.
At this point, I'll probably switch to mozilla firefox. The scrolling issue has never happened there. The only think I dislike about firefox is the atrocious zooming, but I (kinda) fixed that with an extension.
Syvs
14 Posts
0
August 4th, 2019 23:00
Enka
1 Message
1
August 22nd, 2019 06:00
Unfortunately I have the same problem, also, nobody has mentioned it before but I noticed that you can scroll down again if you refresh the page. I decided to buy Dell because I believed it to be a reliable brand. It seems to me I should have bought something cheaper which would apparently work better. My previous laptop was made by Samsung and I had never had any problems with it, I thought it would be the same with Dell. Well...
TracyElise
1 Message
0
September 5th, 2019 06:00
I'm using FireFox and it happens there as well. I just got this computer and still am within my return period. After looking at these comments (dating back over a year!!!) I might have to return and rethink this purchase. There are a couple other things that are quickly becoming annoying. (Day 2 with my Dell.)
Aya236
2 Posts
0
September 9th, 2019 19:00
@Tracy Elise Yes, return it NOW or else you will have to live with it forever. Its been 2 months, 100+ emails, 2 touchpad replacements, 1 touchscreen replacement, and 6 windows re-installations since I first contacted Dell support, and the problem still persists. The only time the problem went away was when I reinstalled windows with no dell software. When I had no dell software, the scrolling issue happened maybe only twice in one week of heavy laptop usage, which is a great for me since it used to happen once every 20 seconds of scrolling.
They wanted me to reinstall windows with dell software so I have dell software on my laptop right now, but I will probably reinstall without dell software again sometime later this week.
I will be closing my support ticket soon because I have learned that despite me paying $500 for expert support, they can't actually solve a simple problem on a laptop for which I paid $2,000.
I'm very disappointed, but oh well...
Henry McCausland
1 Message
0
October 18th, 2019 12:00
i can confirm it is an issue but it is not actualy because of dell it is a common issue with windows precision drivers, i have 4 diferent laptops over the years 2 with windows precision and 1 with synaptics and the other with some other i could not tell. but the problem is defenetly not dell ut it is with windows
Syvs
14 Posts
0
January 6th, 2020 13:00
It is a Dell issue because it is their software that puts the incorrect driver on and will not let you go back to a previous one that works unless you reinstall windows and do not install the Dell provided drivers.