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Last reply by 11-23-2022 Solved
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10714

XPS 13 Plus 9320, Touchpad malfunctioning

Hello,

I very recently received my new XPS 13 Plus 9320. I happily used it for about a week until one the day the haptic feedback from the touchpad suddenly began malfunctioning. It still functions mostly as a mouse (moving, scrolling, clicking), but the feedback only makes a sound and no physical feedback. All feedback intensity settings feel the same except 100% where the touchpad becomes unusable. At 100% intensity the touchpad automatically clicks about every second even when I am not touching it.

I've been in touch with Dell support and have an open ticket but nothing has helped. Restarting comp, resetting settings, reinstalling/updating drivers, restoring comp, and reinstalling windows 11 have not fixed it. Seems likely to be a hardware issue at this point.

Has anyone else experienced this? This issue makes for a poor experience using the touchpad and I am unhappy that a week-old machine would physically break without any apparent trauma.

Thanks!

Replies (35)
2 Bronze
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2295

I got the exact same problem. Tech support tried to replace the touchpad but that didn't help. It doesn't always makes a clicking sound and sometimes starts macking them by itself. Today the touchpad stopped working completely (mouse pounter didn't move) until I rebooted the system. 

1732

@jzimmer605 Did the technician eventually fix the problem? I'm still having issues. As soon as the parts are available a technician is coming to fix the palmrest of my laptop as well. I'm hoping it doesn't worsen the problem like it did with your laptop.

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1707

Update: My palm rest module has been replaced twice. The first time did not fix the issue and seemingly broke the fingerprint sensor. The 2nd replacement fixed the touchpad issue but not the fingerprint sensor. Since the fingerprint sensor is part of the entire palm rest module and it wasn't fixed with the 2nd palm rest replacement, Dell decided they need to replace the entire laptop. They said they are going to send a new machine with the same specs but also with a touch screen (mine is not a touch screen). I'm still waiting for the new machine to ship.

So it's been a fairly long and annoying process and I am really hoping the same issues don't arise with the new machine...

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1612

for me this issue started after updating to 1.4 -  not sure yet if ti's related though.

Community Manager
1396

All users on this thread should click the DELL-Cares username. On the resulting page, click "Send this user a private message" and share the private Dell PC Service Tag with them.

Or click on "Get Help Now" at the end of the page.

If still under warranty, click the "Get help now" icon on the right to start a live chat session.
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Community Manager
1282

This thread has been reported to the XPS team. When we have information, we will post it here.

If still under warranty, click the "Get help now" icon on the right to start a live chat session.
Find your Service Tag


2 Bronze
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1246

Well seems that I am also joining the club guys. Similar issue that all of you have reported as well a brand new pristine laptop. Mine as two modes of malfunctioning. Sometimes it goes into a rant of constantly clicking and making noises including feedback and sometimes it goes into silence mode where it behaves as if the touchpad is clicked. So the only thing I can do is drag things around. Super annoying. Happens in Windows happens also when I have the BIOS open. Called DELL Support they are offering a replacement. However reading the comments here I have little hopes of solving the issue. Very poor to see a new technological failing so hard. Probably some MBA manager dropped the quality of the suppliers in his excel... I'll keep you guys posted. 

2 Bronze
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1092

I am experiencing an issue with touchpad as well. It is locked into permanent click mode. It has gone into silence mode where it behaves as if the touchpad is clicked. The only thing I can do is drag things around - it moves windows when moving mouse, because it is clicked in.

Using an external mouse still works, if mouse pointer can be parked at some place that does not hinder the work.

2 Bronze
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1091

The XPS 13 Plus replaces the regular XPS 13 models from the 9310 and 9305 models, which we reviewed, when it comes with a 13.4-inch screen and a touch screen option. It will be available in a standard FHD+ or UHD+ version or alternatively with a 3.5K resolution OLED screen. The model also incorporates a surround sound system with four speakers with a total power of 8W, when it comes with a rather limited amount of connections of only 2 Thunderbolt 4 connections.

Technical specifications Dell XPS 13 Plus
Processor - up to Core i7-1280P.
Memory - up to 32GB LPDDR5 memory.
Storage - SSD with a volume of up to 1TB.
Video card - Intel Iris Xe built-in.
Screen - 13.4 inches that comes in FHD+ or UHD+ resolution with the option to touch and an option for an OLED panel with a 3.5K resolution.
Size – 15.28×295.3×199.04 mm.
Battery – 55WHr.
Weight - from 1.24 kg.
Dell's new XPS 13 Plus laptop will be available for sale in spring (March-June) 2022, with the company not giving price estimates for the new model.

2 Bronze
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1090

But the truth is almost as always ... a reset helps in everything!

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