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jeking3
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

That BIOS update does not solve the problem.

Dell support is telling me to ship the unit into a depot for repair and it will take up to 10 business days to fix it.  If it actually gets fixed.  If the issue is a firmware issue, that won't fix it.  If the issue is the keyboard and backlight controller daughtercard, then maybe a physical replacement of that will fix it.  I don't really know what it is, but:

1. I got a 9570 which randomly powered off.
2. I was (nicely) cross-shipped a replacement with the keyboard issue.
3. I swapped the keyboards per Dell Support direction.
4. Both laptops have the same keyboard problem after swapping the keyboards - so I know it isn't the keyboard.
5. I have spent a lot of time debugging this issue and now I am going to be without the laptop for 10 days or more?  It's brand new!

I guess I will be sending it back to the depot for repair and keep people updated.  Still, this is not a good experience at all, and I will think twice before purchasing another XPS in the future.  I shouldn't have to purchase faster support in order to deal with a clear and grossly obvious defect in a faster timeframe.

I wonder how many of these repairs Dell will have to do on the 9570.

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InVideo
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

Yeah I wouldn't ship it back since it definitely seems to be a firmware issue with the BIOS. Previous laptop versions have experienced the same exact issue and fixed with a BIOS update that specifically fixed that issue. 

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Moderator
Moderator

Re: XPS 15 9570 Keyboard Skipping Keys

Hi all, 

I have passed on the information to our engineering team for further investigation. Once I have more information from the team the thread will be updated by myself or one of my colleagues.

Alan

DELL-AlanD
Social Media Support
#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
Get Support on Twitter @DellCaresPro

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WizAuz
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

Same issue on my 9570. It is a replacement machine after months of tech issues on my old 9550, so it is now doubly frustrating, just as I though my old problems were over. Spoke to Dell in Spain (I am in Malaga) this morning and they are sending a technician out tomorrow to change the keyboard. It seems from this thread that it is not a hardware problem, but at least I'll have a technician here to show the problem to & run tests. I'll show the tech this thread. Very interested to see what comes back from your engineers Dell-Alan D

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Moderator
Moderator

Re: XPS 15 9570 Keyboard Skipping Keys

@Community,

@Dell-Alan D brought me your question. Below is a history and status update including 9570:

.......................

XPS 15 9570 - reported to me earlier this week as having the key skip issue. Working to replicate issue in house

........................

XPS 9550 1.7.0 Improved keyboard typing experience with high typing speed.

XPS 9560 1.9.4 Prevent ghost key trigger while pressing multiple keys at the same time.

Precision 5510 1.7.0 Improved keyboard typing experience with high typing speed.

Precision 5520 1.9.4 Prevent ghost key trigger while pressing multiple keys at the same time.

XPS 13 9370 - Fix introduced in BIOS 1.3.3 and carried over to latest 1.4.0

XPS 13 9365 - Dell engineering has committed to a BIOS update in order to resolve key skip. New ETA to come soon

Latitude 7490 - Dell engineering has committed to a BIOS update in order to resolve key skip. ETA for around 6/30 ( ETA subject to change )

Inspiron 13 5379 - reported to me earlier this week as having the same issue. Working to replicate in house

XPS 15 9570 - reported to me earlier this week as having the same issue. Working to replicate in house 

Latitude 7390 -  Dell engineering has committed to a BIOS update in order to resolve key skip. New ETA to come in the future

Latitude 5590 - Dell engineering has committed to a BIOS update in order to resolve key skip. New ETA to come in the future

Justin C Dell Technical Support | Project Sputnik


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


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MarcoVegaR
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

Thanks for the update, Justin. Happy to have you working on this.

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Red Fin
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

Justin - moderator

This seems to be an on going issue with Dell laptops, so to me it sounds like Dell really does not have a handle on this problem, since it seems to repeat from model to model. I had some screen bleed on bottom of screen I was willing to live with, but now the key board issue I am experiencing makes me think best to just return laptop as defective. I have about 2 days to decide if I have faith in Dell to solve the key board issue before I hit 30 days. I am assuming that If I don't request to return before 30 days is up, then I am stuck with an on going problem with Dell trying to fix the issue on this laptop. I really like the laptop but the key board issue I can't live with.

Mark

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Highlighted

Re: XPS 15 9570 Keyboard Skipping Keys

Justin, the 9350 has this issue too!

See https://www.dell.com/community/XPS/XPS-13-keyboard-doesn-t-detect-simulataneous-keypresses-reliably/... for how to reproduce the issue. Can you add that model to your list?

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Superblume
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

Still not fixed nor an ETA? Are you kidding me?! Dell doesn't care about their customers, good to know!

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spcumbane
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

Hi,

 

I just got my new dell XPS 15 9570 and I am facing the similar issue with my keyboard. Is there any solution for this issue?

 

Thank you in advance!

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