Inspiron 7620 and Pen PN5122W stop working

Check the private message we sent to you.

I am have the same problem with PN579X and Latitude 5289.  Was working.  Uploaded firmware upgrade. No longer writes. Is connected via bluetooth and buttons work on the pen.  Ordered a replacement from Amazon since still under return period.  If I have the same problem I will return the pen for another manufacturer rather than deal with the impenetrable Dell customer support.  My advice is use an Apple computer.  Get instant  and extremely knowledgeable tech support regardless of warranty and not routed through India.

what did dell end up saying in their private message?

it was automated JUNK... Still have a disconnecting active pen which I have to remove battery and/or shut comp down when I am trying to use the pen to work on a drawing. Thankfully, I have a drawing tab for when I am at home, I just wish I had a better option when I was out and about... You know, like a working pen. 

I am also still in the position of having a 2 in 1 that I can't use as a 2 in 1 because the pen keeps disconnecting.  I don't think there is a solution. 

When I have asked about a solution, there is never a response to that question.  I'm still waiting on Dell to resolve the problem and not just offer me an exchange (a refurbished unit that was probably sent back for the same issue). I've already had a major equipment replacement (screen and trackpad) and a 1:1 exchange with no working solution.  I don't want to try a 3rd refurbished unit unless I know what was done to fix the problem.  Instead of answering that question, Dell offered an alternate unit (which doesn't work for my needs). 

I see I'm not the only one having issues with this pen. The last time I talked to Dell about it on the phone, I was told that the PN5122W was not compatible. No matter how much I explained information on Dell's website, PDFs, and other Dell employees (sales department and forum) said otherwise, the employee never wanted to know. And the worst part is that I tried to contact Dell service via email and chat. I always meet the same person. My problem is therefore never resolved... This employee did not even try to find an explanation for these untimely disconnections. The fault is mine, because I bought a stylus that is not compatible.
However, I managed to get a refund for this stylus from the claims department, well after the return date, because I told them that the information I had given to Dell was not in accordance with a service. to the other.

So I too have a 2 in 1 which serves as a simple computer... The only solution I have found for the moment is to order the PN7522W. It has a Bluetooth connection. I've only had it since yesterday, but so far I haven't had any disconnections. And I hope it will continue... I will keep you informed of the situation.

Update:

Unfortunately, I spoke too soon. The pen has disconnected again. There is clearly a problem... Even though I turned the Bluetooth off and on again, nothing to do, the stylus no longer wanted to connect... On the other hand, I launched Dell Peripheral Manager and the stylus immediately started working again... It's really strange. I will continue my tests.

UPDATE 3 :

After more than 24 hours, the stylus has just disconnected. It is impossible to get it to work again, either by disabling Bluetooth, or by relaunching Dell Peripheral Manager. I'm going to have to restart the computer for, I hope, it works again... The craziest thing about it is that only mine disconnects. The pen buttons work (I can still take a picture of my screen, or launch OneNote with the shortcut). Unfortunately, this test remains a failure. These disconnections affect my productivity, and I don't have to worry about playing with settings during my work. Dell is silent on this, and no one has contacted me since last Friday.

So I'm going to send the stylus back. Unfortunately, I couldn't do it for the computer. 

UPDATE 4 :
The stylus just worked again without any intervention from me. There is nothing more frustrating in that. It's incomprehensible.

More frustrating for me is that it's been over six months without an acceptable solution.  Dell offered to replace my 7620 with another 7620 refurbished unit.  I said no unless they could tell me what changed from the previous two I tried that had the problem (three if you count the first one that had a screen replacement).  It seems Dell is either unable or unwilling to address the issue.  They then offered me a laptop.  I said no, I need a 2 in 1.  I use the active stylus feature extensively.  After that Dell seems to have just dropped it.  It's been on hold at Dell and I can't seem to get an acceptable response.  I'm told someone will look into it, but I never hear back with a solution.  

It seems like the issue with the stylus is a known problem; Dell is not willing or able to fix it; and there is no solution.  This is unacceptable.  Has anyone had to file a BBB complaint?  Is that the next option since Dell has not provided a working solution?    

Does anyone have a 14" Inspiron?  Does that have the same issues with the stylus disconnecting?  

So this is the whole line of computers... I wonder if this is tied to a grounding issue with the touchpad on these models as well.  I wish I could actually speak to an engineer working on this issue as I'm sure they have probably diagnosed it.  Admitting there is a mistake is like a recall in the auto industry.  It costs a ton of money to fix.  The lack of transparency and willingness to take responsibility for a problem is disheartening.  It appears Dell does not stand behind their product.  

Good morning,
We have two Dell Inspiron 14s at home, and the disconnection issue is present on both devices. It doesn't come from styluses, but from machines. Dell is not helping me solve my problem. They even hung up on me the last time... My computer is unusable and therefore remains in the closet. There is nothing more frustrating when you buy a device to work...

Just wanted to chime in here that I am also experiencing this issue, I have an inspiron 7620 with Intel graphics and I have experienced the issue with both the PN5122W and the PN7522W.

Based on the comments in this thread, contacting dell support seems like a waste of time. The only progress anyone seems to have made is @Bandella -- disabling the "wacom device" in device manager, waiting a few seconds, and re-enabling is the fastest way to make the issue "go away", at least temporarily.

With this in mind, it's possible to make that workaround a little easier to perform. Go to Device Manager->Human Interface Devices->Wacom Device->right click->properties->"Details" tab->"Property" drop down->Device instance path->copy this value

Mine is "ACPI\WACF3233\4&1A3CF4C5&0" (without quotes). I'm not sure if this is true for just me or everyone with my laptop model or everyone. 

It is now possible to write a batch script to disable the device, wait one second, then re-enable it. Open textedit and paste the following commands:

pnputil /disable-device ""
timeout 1
pnputil /enable-device ""

replace with your actual device path but leave the quotes. Now go to file->Save As... and save it to your desktop, but name the file something like "fixwacom.BAT" Make sure to include the quotes when saving the file so windows doesn't try to save it as fixwacom.BAT.txt. Now that its on your desktop, move it somewhere easily accessible while in touch mode. I personally have mine in the bottom right corner.

Now if the pen stops responding, minimize whatever you're doing->tap and hold gesture for a right click->"Run as Administrator"->approve. This will disable the touchscreen completely for one second, but then automatically re-enable it.

I might make a linux version of this later because I use ubuntu most of the time but I don't know how yet.

@wx4stg Does this work consistently for you because I have found turning it on and off is inconsistent at the best if times

I only started using this workaround yesterday right after I posted it. I'll add some logging to record how many times I use it over the next week and report back...