Touch screen stopped working after update

Question

Hi all. I have a XPS 13 9300 purchased late 2020. The device has been working fine and I never paid attention to drivers updates. But last week, for some reason that I really regret, I decided to check for updates. I used the Dell Update and since that was maybe the first time I did that, there was a whole list of updates to be done. I checked all options (since I was using Dell Update, I really did not pay attention to what I was updating), and after reboot the device touch screen was not working anymore. Everything else is working fine, but the touch screen is not. I tried everything: from simple solutions like disabling/enabling the touch in device manager to complete factory reset (which I did twice). Nothing worked so far. These are some interesting points: 1 - Windows do recognize this is a touch screen device in 'about the computer' section. 2 - The touch screen compability is still showing everywhere in Windows, but it does not work.  3 - The touch screen does not work in BIOS, although I think it should (I never entered the BIOS before this happened so really dont know). 4 - The BIOS itself was updated, and I cannot downgrade to the original version bcs of a specific driver limitation. I thought that the system restore would do that, but aparently it does not include the BIOS, only OS and so on. My warranty has expired and the Dell support team wants to replace the whole motherboard, and this will cost me almost half of the current device price. Sorry for the long post. I really don't know what else to do.

Tesla1856 · Answer

I have an XPS-13 (9300) here. I can try to help you.

Yes, the TouchScreen and TouchPad should both work in BIOS setup.

In BIOS-Setup, System-Config/Misc-Devices - The TouchScreen must be enabled. If it's already enabled, try disabling it, save settings, and then re-enable (maybe it's stuck-off somehow).

If it's not even working in BIOS ... that is first step to get it working. Doesn't even sound like a Windows problem at this point.

What BIOS version are you running?

MartinClash · Answer

If your touchscreen isn't responsive or not working how you would expect, try restarting your PC. If you're still having problems, check for updates: Select Start , then select Settings . In Settings, select Update & security , then WindowsUpdate , and then select the Check for updates button.

Regards,
Martin

thiagomf · Answer

Just tried that. There were a handful of '.net framework' related updates. But the touch screen is still not working.

thiagomf · Answer

Just did that. Still does not work.  Humm. I agree with you. I have to make it work in BIOS first. My BIOS version is 1.15.0

thiagomf · Answer

Just tried that. Thanks for the suggestion anyways.

Tesla1856 · Answer

@thiagomf wrote:

Just did that. Still does not work.

Humm. I agree with you. I have to make it work in BIOS first.

My BIOS version is 1.15.0

I am running BIOS v1.6.3 on my XPS-13 (9300) ... and the TouchScreen works in the BIOS and inside Windows-10 Pro (64bit).

This is for my XPS-13 (9310) ... but the XPS-13 (9310) is very similar to yours and you would use same procedures to update the Firmware/BIOS on a XPS-13 (9300)

https://www.dell.com/community/XPS/XPS-13-9310-BIOS-amp-Firmware-Updates/m-p/8247460

Tesla1856 · Answer

@thiagomf wrote:

Just tried that. Thanks for the suggestion anyways.

No.

Obviously, you would use Firmware/BIOS files for the XPS-13 (9300) instead. Starting with the next one you are missing, up to at least v1.6.3 .

thiagomf · Answer

My bad. But the version that I currently have is the latest one for 9300.

Tesla1856 · Answer

@thiagomf wrote:

My bad. But the version that I currently have is the latest one for 9300.

Follow tips in linked post above. Download the file(s) from Dell, and reflash (at least the one that matches your current version). After reboot, it tells you how to double-check that all the sub-components got updated. Personally, I would take the time to try it.

Right. Only ever flash with existing version or a new one (all if more than one missing, in order). You might have to wait for a new BIOS release. Never "back-flash" with older version.

There is also a chance the machine suffered some physical damage (as a coincidence) and you now have an actual hardware-problem.

thiagomf · Answer

Followed the tips. Interestingly it allows it to re-run the BIOS update. Nothing changed though. My hope now is the next update. Thank you for your help anyways!

XPS

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