Cursor problem with several Latitude 5420

Question

Dear Dell community,

We have many Latitude 5420s within our company and some of the users reported the same issue to me. All of these machines are about 1 year old so all of them have complete care warranty till 2 years or so. Employees are using their accessories in different ways. I mean, some of them using the touchpad, others using wired/wireless mouse through USB connected directly to the laptop's hub OR to a docking station (WD19S). The issue is the same for all of them - the cursor is blocked to a point on the display and blinking continously. They're unable to move it or left/right clicking anything. After a few minutes the cursor was started to moving on the display and clicking simoltaneously. Only restart/hard shutdown could solve the problem but it's coming back after a short time.

The drivers are updated with Dell Command Update 4.3.

We are using Windows 10 Enterprise 21H2 with 19044.1766 build nr. now.

Do you have any idea what should I check on their machines or what could cause this issue?

Appreciate your help!

Regards,

Csaba

klaus05 · Answer

My company recently switched from Lenovo to Dell. Unfortunately, since then we face the very same issue as you stated. I recognized, that it mainly happens if the computer gets quite hot. Maybe this is a coincidence, but in many cases WebEx was running for a long time, which is not unusual in these corona times and home office.
Only pressing the off-button for a while shuts down the computer, and everything is lost. So this is really a big issue.

Latitude

Cursor problem with several Latitude 5420

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