4 Posts
2
13104
Inspiron 7620 and Pen PN5122W stop working
I have an Inspiron 7620 2-in-1 and the recommended active pen PN5122W. It works for a few minutes after restarting the laptop, then just stops being detected by the screen. The battery in the pen is brand new and I have tested it and confirmed the battery has full power.
I have looked at Dell Peripheral Manager but it does not have any option to manage a pen available (despite what the user-guide says).
I have tried an alternative Dell pen that I normally use on another Dell laptop, and it does the same: it is detected by the 7620 for a few minutes, then stops until the laptop is rebooted.
After the pen stops working on the 7620, I am still able to use it with my other Dell laptop with no problems (Latitude 7400).
This suggests to me that the problem is very clearly on the laptop, not the pen.
Unless I can get this working more reliably, I will have to return the pen as it's useless like this.
mkmat
28 Posts
0
April 27th, 2023 16:00
Those fixes did not work for me (Inspiron 7620 with PN5122W).
Dell indicated that the stylus issue is not a known issue and now wants to replace my computer... again. I have no confidence that another replacement will be any different than the first two units, especially with Dell saying this is not a known issue.
Seed15
12 Posts
0
April 28th, 2023 12:00
New update from me. Eventually, it gets worse and worse. Three disconnections today. For the last, I had to restart my computer entirely to solve the problem.
mkmat
28 Posts
0
April 28th, 2023 13:00
The first disconnect took like 20 minutes for me and then the time just keeps getting shorter and shorter.
DELL-Cares
Moderator
Moderator
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25.3K Posts
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April 29th, 2023 15:00
Hi, We haven’t heard from you. You could get back to us with an update when you’re ready, and one of our experts will assist you further.
mkmat
28 Posts
0
April 29th, 2023 21:00
Hi @DELL-Cares! Thanks for responding. There are hundreds of direct private messages related to this issue in my account. The messages go back to last year. Can you please pass me on to an expert? The people that are handling the warranty have not been able to find a solution. Thanks.
touch_screen_hater
4 Posts
0
May 3rd, 2023 12:00
@Maxmusicdude
Well, I'm back. I haven't used my laptop much in the last couple of weeks (semester is over). However, I was doing some testing, and sadly, the pen did stop writing one time. I used the "connect via USB" approach to wake it back up.
So, I'm not sure if this "prevent windows from turning off device to save power" is really a solution or not. Others seem to continue having issues as well.
A couple of possibilities:
1. We aren't preventing suspend to the correct device, or whatever combination of devices is needed to solve the issue, or,
2. My laptop is on a domain, and so has millions of group policy things set up. Some of this may have to do with power options, and so "unchecking boxes" might not have the intended effect.
That's all I've got for now. If anyone else knows anything, I'm all ears. Good luck all.
Bandella
1 Rookie
1 Rookie
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7 Posts
0
May 8th, 2023 08:00
Recently the wacom drivers got an update. If you go to optional updates under windows it will download them for you. This did not fix the issue for me. I'm 99.99% sure it's a hardware problem. This Problem otherwise would of been fixed by now.
Seed15
12 Posts
1
May 19th, 2023 12:00
Good morning,
So, on my side, I use it well every day, since my computer had to replace my iPad. Even though touch_screen_hater's solution didn't completely work, I have to admit that the stylus works much better. I have a lot fewer disconnections, even if I still have some... So it's a half-hearted solution, which still allows me to do a large part of my work.
Personally, I don't believe this problem will be recognized... It would take a tech site or a youtuber/influencer to talk about it on the internet for it to gain momentum.
Of course, if someone finds a solution, don't hesitate!
Signed, a user frustrated with his experience, even though it works better than before.
kvetner
4 Posts
0
May 19th, 2023 12:00
I first posted on this last November. It seemed to improve when I updated my display drivers. I've not used the pen for a while, but have been trying it again today: still the same problem, it works for a little while, then stops completely.
DELL-Cares
Moderator
Moderator
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25.3K Posts
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May 19th, 2023 12:00
Hello, we see you are looking for assistance. If you need our help, you could start a direct message with us and we will be happy to assist you.
Dannie78766776
2 Posts
1
June 15th, 2023 10:00
I have been having the same problem with this computer. Last year when I first started having the problem I would not leave the people at Dell alone. What one of the tech support people told me is that there were two different options for the screen; you could have purchased the UHD+ or the FHD+. He told me that the UHD+ is the only one compatible with the active pen. If you purchased the FHD+ option that you were basically out of luck because Dell does not sell a pen that is compatible with the the FHD+ screens.
touch_screen_hater
4 Posts
0
June 28th, 2023 09:00
Hmm, I have a Latitude 9430. Is there a way to figure out what screen type came with the system? Thanks.
Dannie78766776
2 Posts
0
July 10th, 2023 08:00
From what I understand you can check out your screen's resolution; if your max screen resolution is 3840x2160 then you have a UHD screen. If you have a max resolution of 5120 x 2880 you have a UHD+ screen. FHD screens max resolution 1920x1080 and FHD+ 2220x1080.
FHD 1.9K
FHD+2K
UHD 4K
UHD+5K
StealthyMage121
1 Message
0
July 13th, 2023 19:00
What drivers did you use?
bgarcia1
1 Message
0
December 6th, 2023 06:09
@kvetner Hi! I am having the same exact problem! Could you please share links on the drivers??