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Caz74
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

Hello,

How can we stay in the loop about the BIOS update for the 9570? I am really enjoying the laptop overall but I do coding on it and the skipping key problem is creating a lot of headaches with that as you can imagine. If the fix is not scheduled in a relatively short time frame I may need to return mine and get another without the issue. This is not a threat really, I just need to be able to work without these issues. Thanks.

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amt-jr
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

Please report the same issue in Precision 5530...

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Moderator
Moderator

Re: XPS 15 9570 Keyboard Skipping Keys

@Caz74,

You can check back on this forum for updates. I will keep the list updated as best I can.

@amt-jr,

I've started a case on the 5530 and will be back with updates in the future.

Justin C Dell Technical Support | Project Sputnik


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


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Moderator
Moderator

Re: XPS 15 9570 Keyboard Skipping Keys

@hkits,

5590 update below.

@Community,

XPS 15 9570/Precision 5530 update below:

Resolved:

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

Latitude 5289 - 1.13.0  - Fixed keyboard trigger abnormal when press multiple keys at the same time

Latitude 5290 - 1.3.2 Fixed keyboard trigger abnormal when press multiple keys at the same time.

Latitude 5490 - 1.3.2 Fixed keyboard trigger abnormal when press multiple keys at the same time.

Latitude 5590 - 1.3.2 Fixed keyboard trigger abnormal when press multiple keys at the same time.

Latitude 7290 - 1.4.1 Fixed keyboard trigger abnormal when press multiple keys at the same time.

Latitude 7390 - 1.4.1 Fixed keyboard trigger abnormal when press multiple keys at the same time.

Latitude 7490 - 1.4.1 Fixed keyboard trigger abnormal when press multiple keys at the same time.

In progress:

XPS 13 9350 - Issue replicated in house and concern submitted to Dell engineering. Awaiting updates from internal sources. 

XPS 13 9365 - Dell engineering has committed to a BIOS update. New ETA to come soon

XPS 15 9570 - Dell engineering is looking to spread the same fix from other models to 9570

Precision 5530 - Dell engineering is looking to spread the same fix from other models to Precision 5530

Inspiron 13 5379 - The Inspiron 5379 was confirmed to have a different issue and will not be receiving the same fix.

Justin C Dell Technical Support | Project Sputnik


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


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jeking3
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

I sent my 9570 back for repair to the depot.

The service documentation says they "replaced the keyboard".

It didn't fix a **bleep** thing.

I tried the July 12 BIOS update.  It also didn't fix the problem.  The laptop is UNUSABLE when the keyboard drops keyclicks!

I am returning this thing for a full refund.  This is utterly ridiculous.  I had two of them and they both did the same thing.  I've had this laptop for over a month and without it for over a week at the depot, and the depot A) did a repair support already asked me to do and B) sent it back claiming it was fixed when clearly it was not.

This is not the Dell I remember.  I always used to tell people to buy Dell.  I can't say that any more.  I've been writing software for 27 years and the majority of that time has been on Dell systems.  I am incredibly disappointed in Dell right now.  It's a shame, as this laptop seems well put together, nice screen, seems fast.  I can't believe the keyboard controller is this defective.  How did it even get through QA?  Someone did not do their job.

What's even worse is that I bought a "one time" Windows Pro upgrade key from Microsoft so I could join this system to my domain.  Microsoft refuses to refund the $100 charge, so I'm out money too.  Microsoft has no idea how to deal with one-time pro upgrades and returned systems.

I was thinking of getting a Dell Precision Mobile Workstation but now, I think I am going to look elsewhere.

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Moderator
Moderator

Re: XPS 15 9570 Keyboard Skipping Keys

@jeking3

Go ahead and send me your service tag in PM. I'll see if there's anything else I can do. 

Justin C Dell Technical Support | Project Sputnik


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


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bell0
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

Thank you for the updates on this, Justin.

Jumping in here as an IT guy who supports a number of unhappy users on new 9570s.

So it sounds like the 9570 BIOS update released on July 12 didn't fix the issue? I don't want to ask my users to install that update if another one is coming soon that will actually resolve their primary concern.

That said, the fact that Dell didn't wait to release that update -- so it could include the keyboard fix -- doesn't bode well for that issue being resolved soon.

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jeking3
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

Thanks, I will hold off on beginning the return process for a few days, hopefully you can pull a rabbit out of your hat.

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Good.Juju
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

WHEN WILL THEY FIX THIS ISSUE!!! IT IS DRIVING ME NUTS!!! I BOUGHT THIS ESPECIALLY FOR TYPING FOR WORK!!! DELL CMON!!!

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Good.Juju
1 Copper

Re: XPS 15 9570 Keyboard Skipping Keys

just to let u all know its not a hardware issue with the keyboard... its a bug which is causing a delay/latency... a dell technician came with a refurbished 9560 keyboard and we tested it but the problem still persists... he asked me to return it but i cant because i was travelling for work and i needed a laptop for the whole month... so pls Dell come out with an update already pls

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