XPS 13 9380, trackpad erratic with jumping cursor and clicks

Hi nathan82,

Thanks for posting.  Apologies that your system is not performing as expected.

If you still require assistance and the system is under warranty, you may contact me privately. Be sure to include your personal information (name, address, telephone, email) and your computer's service tag number in your message. Thanks.

If there is no warranty, then you could contact our Out of Warranty team to get a quote for a paid service request. 

I have the same issue- Brand new XPS 9380

Follow up from my previous post: my laptop came back from Dell repair and they swapped out the touchpad. The laptop works much better now. Before, my cursor would randomly glitch out around once per minute in the middle of mouse movement. It was especially bad when scrolling, and I could trigger the glitch by crossing a specific location on the touchpad. With the repaired touchpad, these glitches went away entirely and I haven't had a single one.

I am still experiencing a minor issue where when the touchpad hasn't been touched for a while the first touch causes it to jump across the screen. This is relatively rare, maybe once every 30 minutes or so and doesn't really bother me. It seems like the touchpad is getting put into a low-power state or something, and waking it from that state causes some spurious input. This appears to be software/driver related rather than hardware related like the glitches above, and hopefully will be fixed in future updates. Note that I have the developer edition running Ubuntu 18.04, so I'm not sure if this applies to Windows machines.

Just received new xps 9380 with FHD screen, same issue.  Two finger scroll randomly stops working and cursor jumps around screen, also cursor speed slows down.  Ran dell support assist diagnostics and 'mouse' failed.  called tech support and ran boot diagnostics and received critical hardware code for mouse again.  Called tech support and they double checked all settings and driver versions, no success.  They confirmed that it is a trackpad issue and are going to pick the laptop up and send away for repair.... after waiting six weeks for the thing to get here in the first place.   Not jazzed right now but otherwise a great laptop.   I'm curious as to how this passed QC inspection since a simple boot diagnostic probably would have failed right from factory.  Will update when I get this thing back, hopefully fixed.

same...

Hi EOY,

If you require assistance and the system is under warranty, you may contact me privately. Be sure to include your personal information (name, address, telephone, email) and your computer's service tag number in your message. Thanks.

mckinster,

Yes, let us know if the issues are resolved when you get the system returned.

Hi EOY,

Since we haven't received your service tag, we will be closing our case.  Hope your issue was resolved, if not, please feel free to reach out.  Thanks.

I had the same issue when I used my pointer finger and my middle finger to 2 finger scroll. It was absolutely unusable (my mac has no issues when I do that). When i changed to using my middle finger and ring finger as my 2-finger scroll my dell touchpad worked perfectly fine with no issues at all- if I switch back to the other 2 fingers, jumping issues again. 

I had pretty erratic 2 finger scrolling. What seems to have fixed it for me was going into device manager and uninstalling the "PS/2 compatible mouse" device under "Mice and other pointing devices".

For some reason it appears that windows is detecting the touchpad as both an HID compatible touchpad *and* as a ps/2 mouse. I didn't figure both were needed so I uninstalled the ps/2 mouse device and now everything works great.

Nope. It's still doing it. Bad touchpad? Anyone else find a way to fix this yet? I'm considering just taking this thing back to Costco.

ShooterReady,

Click my name and private message me the pc service tag number.

ShooterReady,

Click my name and private message me the pc service tag number.