InVideo
1 Nickel

XPS 15-9570, keyboard skipping keys

Hi,

I saw the post about the XPS 13 9370 having this same issue. I'm also experiencing it with my XPS 15 9570. It looks like a BIOS update fixed it for that machine. Do we know when there will be an update for the 9570 o address this issue?

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191 Replies
Bergem
1 Nickel

Re: XPS 15 9570 Keyboard Skipping Keys

I am having the same issue. My new Dell XPS 15 9570 is experiencing keyboard issues. It is skipping keystrokes randomly which is frustrating. The drivers have been updated to the latest versions and this is still happening. Ihave followed trouble-shooting suggestions and this is ridiculous. They have been experiencing these types of issues in the past and have fixed them months later. How long do we 9570 users have to wait for a firmware/bios fix . omg. 

InVideo
1 Nickel

Re: XPS 15 9570 Keyboard Skipping Keys

@Bergem I'd prefer not to be looped in with this user as they seem to be an upset 14 year old girl. 

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Bergem
1 Nickel

Re: XPS 15 9570 Keyboard Skipping Keys

Great well this 14-year old girl is having a keyboard replacement - onsite. Enjoy your defective product old man. Patience is your strong-suit.

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jphughan
5 Rhenium

Re: XPS 15 9570 Keyboard Skipping Keys


@Bergem wrote:

Great well this 14-year old girl is having a keyboard replacement - onsite. Enjoy your defective product old man. Patience is your strong-suit.


If the other Dell models where this issue occurs are any indication, a keyboard replacement won't help because this is a firmware issue, not a hardware issue.  It was fixed for the Latitude 7480 and a few other models back in March, so I'm surprised (and disappointed) to see this is still unresolved for other systems.

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jeking3
1 Nickel

Re: XPS 15 9570 Keyboard Skipping Keys

I received a 9570 that randomly powered off so I asked Dell to send me another one.  They did, and it experiences the same issue you described.  Randomly key clicks do not register.  In speaking with their support they were okay with me swapping the keyboard from the bad unit with the one I have, and if it still happens it's clearly a firmware issue.  And if it is, they need to fix it for sure.

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jsfsn
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

I have the same issue with my 9570. Happens every 40:e key-stroke or so. Really annoying and something Dell needs to adress ASAP.

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Good.Juju
1 Nickel

Re: XPS 15 9570 Keyboard Skipping Keys

same here thought was a design flaw but seems it really is a defect... getting a replacement soon!

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jeking3
1 Nickel

Re: XPS 15 9570 Keyboard Skipping Keys

I did the physical keyboard replacement with support's blessing and it did not fix the problem, and now they want me to send the unit into a depot for repair.  Isn't this a firmware issue?  I am confused.

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jeking3
1 Nickel

Re: XPS 15 9570 Keyboard Skipping Keys

So we purchased one of these 9570 which was randomly powering off, and asked support to send a replacement.  The replacement doesn't have the random power-off issue but both of the laptops have the keyboard missed keyclick issue.  It definitely seems like it is a firmware issue to me, but I am working with Dell to see if I can reroute the original defective laptop with the power issue to their service depot so they can accept it as a return and have hardware exhibiting the issue in their possession.

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