MX14 Touchpad Freezing

Hi Jennifer,

I am sorry about the situation. Please update BIOS and touchpad driver and the issue will be resolved:

BIOS: http://dell.to/1dTKzO2

Note: While flashing BIOS connect the Ac adapter and make sure the battery has minimum 15% charge as this needs uninterrupted power supply. Do not use the system till it restarts and comes up to the desktop.

Touchpad: http://dell.to/138dGXG

Restart the system after the drivers update and check. Reply with the status to assist you further.

Hello, Sujatha,

Thank you for your reply.

I went to the pages above, downloaded the files and when I ran the BIOS update to do it before the touchpad update, it asked me to choose where I wanted to unpack the files.  I went with the default and created the folder.  When the folder opened I double clicked the file to run it.  The program opened and started to run then I received an error message saying the file size does not match.

After the message came up the update program closed when I clicked OK.  I tried running it a second time and received the same error message and clicking OK caused the program to close.

Could there have been an error when the file downloaded causing this problem?  Also, do I need to leave the computer hooked to the Internet while the BIOS and touchpad are updating? 

Thanks so much for all your help.  I hugely appreciate it! 

Jennifer

Hi Jennifer,

Thank for trying to perform the suggested steps. Please skip the BIOS update step and   update touchpad driver and check.  Let me also know the behavior with external mouse.

I installed the touchpad drivers, got a message that the install was successful and I still had the freezing issue.  It froze and stayed frozen for almost ten minutes then unfroze and then froze again less than a minute later.  I plugged a USB external mouse into the laptop.  The external mouse didn't control the pointer but the touchpad seemed to be working for a while.  After playing through a couple rounds of a game, I turned the computer off and removed the external mouse.  I didn't turn the touchpad off in the AlienFX "AlienTouch" section after hooking up the USB mouse as I was afraid I might not be able to control the computer at all since the USB mouse wasn't working.  I don't know if that's why the external mouse didn't work or not.

I turned the laptop on a little bit later to play some more and it took Windows a tad longer to boot up.  I got to the desktop and the touchpad froze and I got a blue screen.  Windows restarted and when it got back to the desktop (after a longer boot than I'm used to) a message came up stating "Windows has recovered from an unexpected shutdown."

I copied down the problem details from the Windows message and can send them to you if you need them to help diagnose the problem further.

Thanks again so much,

Jennifer

Hi Jennifer,

Good that you made a note of the error message. It is not necessary to disable Alien touch while the external keyboard is connected.

However I request you run diagnostic on the hardware components of the system. Refer to the following link for instruction:

http://dell.to/OUGnqT

Please reply to this post with the diagnostics results and also the error message you have noted down.

I ran the diagnostic on the hardware.  It did tests on Cables, Notebook Panel, Hard Drive 0, CDRom Drive 0, OS BOot Path, Video Card, Primary Battery, Charger, CPU Fan, System Management, Processor, Memory and five different memory tests.  It said there were no problems and asked if I wanted to run the full memory test, which I did.  It ran a random pattern test, hurdle test and scan test and when it was finished, said that all tests passed.  I exited the program and rebooted the computer.  The touch pad froze again after reboot.

The error message I received yesterday after updating the touch pad driver:

Windows has recovered from an unexpected shutdown

Problem Details:

Problem Signature:

Problem Event Name:  BlueScreen

OS Version:  6.137601.2.1.0.768.3

Locale ID:  1033

Additional information about the problem:

BCCode:  1e

BCP1:  0000000000000000

BCP2:  0000000000000000

BCP3:  0000000000000000

BCP4:  0000000000000000

OS Version:  6_1_7601

Service Pack:  1_0

Product:  768_1

Files that help describe the problem:

C:\Windows\Minidump\072513-16707-01.dmp

C:\Users\ComputerName\AppData\Local\Temp\WER-56628-0.sysdata.xml

Hi bernagirl,

Thank you for the update. I request you to perform one last step.  Go to Device Manager, click on Mice and Other Pointing Devices, right click on Synaptic Touchpad and uninstall, also check the option Delete the software from the pop-up box.

Restart the system and let the native touch pad driver get installed. Now check the touchpad functionality.

Try the external keyboard on different USB port and check if it responds.

Reply with the status.

Hello,

I apologize for my delay in getting back to you.  I've been having some work done at the house and haven't been online a great deal the past few days.

I uninstalled the drivers and rebooted.  The touchpad hung slightly but not as bad as it normally did.  I haven't used the computer a lot the past several days so I'm yet to know what the long-term usage will be like (I hope to get to that this week as I'm going to have some free time available to me).  The windows drives are rather erratic with it, however.  I am going to buy a new USB mouse a bit later in the week and see if another mouse works with the computer.