Latitude 7430 Touchpad freezing

Question

Hello All,After searching on this form, it seems this issue has not been brought up before.  Our org recently upgraded to the 7430 lines, and notice there are majority of them have issue with their touchpads.  Problem: Touchpad will stop responding to directional commands, other than Left + Right Click.  Workaround:Completely power off the device, and turn it back on will resolve it until the problem comes back again.I have found this on reddit and confirm, it's the exact same issue. ------------------------------------------------------------------------------------------------------------------------------------The touchpad/mouse lock up is caused by the UserModePowerService event: 'Process C:\Windows\System32\WUDFHost.exe (process ID:11212) reset policy scheme from {381b4222-f694-41f0-9685-ff5bb260df2e} to {381b4222-f694-41f0-9685-ff5bb260df2e}' This event constantly repeating non stop is what locks up the cursor. If you have the computer hooked up to an A/C Adapter and run the following to set the scheme to Ultimate it will stop the event errors as long as you stay connected to A/C. If you unplug the adapter, the events return and it locks up again: powercfg -duplicatescheme e9a42b02-d5df-448d-aa00-03f14749eb61 I do not know what driver is causing the WUDFHost.exe to constantly try to change the policy scheme and lock up the cursor, but hopefully this will help point in the right direction.------------------------------------------------------------------------------------------------------------------------------------  Is Dell doing something regarding to this error?  We have 100(s) of these units already deployed to users, and this is not going well for us :).

floyd361 · Answer

We have 30 devices deployed and did not experience such issue yet.
This driver package was used:
https://www.dell.com/support/kbdoc/de-de/000198963/latitude-7530-windows-10-treiberpaket
(yes 7530 even when device is 7430)

cowhowUTA · Answer

I raised this issue with Dell support and was told engineering is aware of the issue and are working on releasing an updated driver. I was given 10/27 as an anticipated date so....

Support told me it was a firmware problem with the trackpad. Funny thing is I just deployed 20 or so 7430s and not all are experiencing this issue. And the workaround for us has been the same reboot method which isn't ideal to say the least. I am a little surprised there aren't more comments on this thread.

Kinister · Answer

@cowhowUTA Thanks for your reply! As I have been roaming around reddit and gotten to the same conclusion that Dell was working on this issue and releasing a new touchpad firmware to address this said issue.  I'm also surprise that no one has chime in more on this issue, as I know it is affecting model wide.

cowhowUTA · Answer

@Kinister I was told to keep checking with SupportAssist or Update Command.  At least a USB mouse works and keeps the wolves at bay.

Kinister · Answer

@cowhowUTA Yes! At least we got that going for us :). I got a bunch of people hunting me down now, demanding a mouse (Free of charge). Thank you, Dell! Thanks for the tip on checking SupportAssist / Command Update, I will keep doing so.

TechLover2020 · Answer

I installed the firmware here: Dell Touchpad Firmware Update Utility | Driver Details | Dell US   It doesn't indicate it is for the 7430, but resolved the issue for me.

rtperry · Answer

I too have had issues with the touchpad of a Latitude 7430. It started the day the laptop arrived in September. After calls to tech support, Dell exchanged the first for a second laptop. At first the second one seemed OK, but normally it is used while docked, with an external mouse. Last week I was traveling and found the system freezed as described above: the touchpad freezes when waking laptop from sleep, but sometimes also while I am using the keyboard / touchpad to edit a file (!!); the freeze sometimes spontaneously resolves, but sometimes requires a reboot; the right / left / center buttons still worked.

You may have seen on reddit the link to a Cirque Touchpad Firmware update:

https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=rgny7&oscode=wt64a&productcode=latitude-14-7430-2-in-1-laptop

The update is recommended by Dell for the Latitude 7430, but not for my specific service tag, but because the laptop is hard to use undocked given all the touchpad freezing, I have installed it anyway. The driver update seems to have solved the problem (no freeze after waking from sleep, no random freezes, testing after 24 hours and now docked again). No adverse effects from installing.

You may have read that Dell normally does not provide touchpad drivers for Windows 10 and 11.

Hope others have had good results after installing this driver.

ivoltchenko · Answer

My company is also having this problem with at least 3 Latitude 7430s that we are deploying this week. Will try that firmware update. I sure wish Dell would do something about this.

EagleRockNest · Answer

I have found that using the touch screen when the pad locks up,  it will free up the pad to work again. this happens frequently on my unit. It's no longer as frustrating with this work around.

primzy · Answer

Hi, 'solution' for this issue is: This issue is caused by the Intel DTT service, which tries to change the power plan almost every minute. It can be easily fixed by Group Policies available on the Pro editions of Windows: Computer Configuration -> Administrative Templates -> System -> Power Management -> Select an Active Power Plan -> Automatic Source: XPS 15 9520 frequent UserModePowerService events : r/DellXPS (reddit.com)

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Latitude 7430 Touchpad freezing

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