m15 R2, touchpad not working anymore

Question

Hello everyone,

My touchpad isnt working anymore and I have the error below in device manager. Cant update driver, Dell Update tells me everything is up to date as well.

Anyone can help?

Best regards,

Julien

DELL-Cares · Answer

We tried reaching you on a private message but did not receive a response. Please feel free to reply to the private message whenever you are available.

JulienNo · Answer

Sorry didnt notice your answer. Just replied to your PM

txbecks · Answer

My daughter is also having an issue with the touchpad on the Alienware 15 R2.    She could not find any drivers for this either.   Do you have any problem determination steps to use?

ArtyChas · Answer

Hi, could you please provide the recommendation, as I experience the similar issue with the same device.

A51-06 · Answer

Have you tried uninstalling the error code one and then downloading this driver:

https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=9ft4r&oscode=wt64a&productcode=alienware-m15-laptop

ArtyChas · Answer

Hi there! The error is 'This device cannot start. (Code 10) A request for the HID descriptor failed.' This problem occurs at any random startup, restarting helps and disabling-enabling the device helps (latter works 75% of the time). When restarting device did not help, I did try to re-install the driver by browsing from the list, and I get 'Driver was found, but was unable to start the device' error. I also uninstalled I2C HID device and restarted PC for Windows to re-stick the driver as per suggestions online, which made the issue occur less often. I also re-installed Intel-HID-Event-Filter-Driver_9FT4R_WIN_2.2.1.375_A10_01 driver from M15 drivers page, which also made it occur less often at the time. Also, when running from the battery, touchpad becomes unresponsive at random, and only restart helps. However, one time it just came back after 5-10 minutes, not sure what triggered it. Unfortunately, I forgot to check Event Viewer at a time, to see a cause. Overall, via troubleshooting above, I managed to reduce the probability of this issue from 80% of every startup to 10% when plugged in and 30% when on battery (as per non-responsive issue above). Hope this clarification helps

A51-06 · Answer

Thats great but have you also tried a clean boot so it cant be a specific program causing it?

crimsom · Answer

Hi @ArtyChas thank you for the updates. The Device Manager update and/or replace driver has not fixed this problem. You may have a Windows 10 corrupted file somewhere. Please try the following.

The powerful check disk tool should be used to automatically search, find and fix corrupted files. This may take an hour. Please go to This PC > OS (C:) drive, right click and open Properties, click on the Tools tab, then Error checking. When the Error Checking window opens, click on Scan drive. This will either tell you that it did not find anything, or that it has found something. If a problem has been found, allow the automatic fix to be deployed. When complete, the system will be Restarted so that the fix is saved.

Tools tab.jpg Error Checking - Scan drive.jpg

GreekSaladBar · Answer

I have the same problem and neither of the fixes helped at all. I have reinstalled windows but the touchpad has completely stopped working. It displays this error in the device manager:

This device cannot start. (Code 10)

A request for the HID descriptor failed.

I have an Alienware m15 r2.

crimsom · Answer

Hi @GreekSaladBar

Device Manager Code 10 can't start the hardware device, touch pad, the driver is either missing or corrupted.

The Human Interface Device (HID), touchpad, driver was not found.

(1) Go to Device Manager, right click on top icon and ask for system to find new hardware.

(2) Go to Human Interface Device (HID) and open this group to find and delete touchpad driver. Driver renewed after Restart (not Shut Down).

(3) If touchpad is not detected by Device Manager, check and reseat cable connectors.

GreekSaladBar · Answer

Hi Crimson, Thanks for your response! I did steps 1 and 2. But it still shows the same error. I have attached screenshot for it.

crimsom · Answer

Hi @GreekSaladBar thank you for sharing update and image of Device Manager with I2C HID warning yellow triangle.

The I2C HID error is reported to be a Windows 10 fault, across many devices and not exclusive to Dell products. Searching for "I2C HID" on the Dell Community forum finds many threads. There does not seem to be a universal fix.

Your image says that it is an Intel Serial IO I2C Host Controller - A368 problem. Intel Driver & Support Assistant might fix this problem. Not sure that installing Intel A368 Host Controller driver Here will work on your system. There must be an Intel A368 Host Controller driver version that is suitable for m15 R2 - more research advocated. @DELL-Cares

There are many answers.microsoft threads (Code 10) A request for the I2C HID descriptor failed Here and Here. A Windows 10 Repair Upgrade was advocated. Never used this process, so do not know if it will fix the I2C HID problem. The Ten Forums web page says try repair install of Windows 10 by performing an in-place upgrade without losing anything other than all installed Windows Updates.

The Windows 10 Repair Upgrade process, seems similar to the Dell Recovery and Restore USB drive process Here. Before starting this process, create a clone OS(C:) drive so that nothing gets lost, or use additional storage M.2 NVMe drive to save a copy of all user files, as part of your disaster Recovery Plan.

ArtyChas · Answer

Haven't found permanent solution, but rather (few) workaround options.

1) Open Device Manager. Disable and Re-enable Human Interface Devices / I2C HID Device.

2) Closing the lid and disconnecting charger (or any of the combination)

3) Uninstall Human Interface Devices / I2C HID Device (Restart Required)

4) Reinstall Intel HID Filter driver (Restart required)

5) Reinstall Intel Serial I/O driver (Restart required)

6) Take the lid off and verify the touchpad cable is connected (it's very flimsy, could have pulled it while repasting or cleaning up the dust).

None of those are consistently reliable, but at least one of those should work.

Alienware

m15 R2, touchpad not working anymore

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