XPS 13 9310, touchscreen stopped working

Question

I have a dell xps13 9310 laptop with touch screen that came with windows 10 pro. It worked until about a week ago. We did see that under device manager the HID touchscreen driver is not listed. Dell said there was no way to get that driver other than either reinstalling windows 10 by doing an OS recovery or by, preferably, upgrading to Windows 11 and that would fix the issue. So I upgraded to windows 11 and still the touch screen does not function. I am at a loss and any help would be so greatly appreciated please! This is my 5th Dell computer and if Dell doesn't get their act together I assure you it will be the last. The following are my specs, yes it does say no pen or touch device is available but it is a touch device that I paid extra for and did work until a Dell tech came to replace my keyboard and then all the problems began:

Device name DellXPS

Processor 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz 2.80 GHz

Installed RAM 32.0 GB (31.7 GB usable)

Device ID FC17337F-0DBD-437B-9555-67F2FC8E60F1

Product ID 00330-50000-00000-AAOEM

System type 64-bit operating system, x64-based processor

Pen and touch No pen or touch input is available for this display

Edition Windows 11 Pro

Version 21H2

Installed on ‎2/‎9/‎2022

OS build 22000.493

Experience Windows Feature Experience Pack 1000.22000.493.0

Gordon-D · Accepted Answer

My XPS 13 recently had the same problem. A Windows update seems to have installed a wrong Human Interface Device called 'Wacom Device' (for graphics tablets) and made the 'HID-compliant touch screen' device hidden/inactive. When I uninstalled the 'HID-compliant touch screen' device to try to get it working again, it completely disappeared and didn't reappear after restarts or further Windows updates. The solution was to uninstall the 'Wacom Device' and select delete, then select Scan for hardware changes. Immediately, the 'HID-compliant touch screen' device reappeared and now my touch screen works again.

If there isn't a 'Wacom Device', look for another unusually-named touch screen device. Also look under 'Mice and other pointing devices' and under 'Universal Serial Bus devices'.

Before

After

DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.

db1991 · Answer

Thanks a ton, it worked within seconds. Had contacted Dell support and nothing worked. I owe you a cake/beer/chocolate Have a nice day/night

DELL-Cares · Answer

We’re glad the issue is resolved. We’ll now close this case. In the future, if you need any assistance, please feel free to reach out to us here anytime.

Warren56 · Answer

Thanks a lot. I try to fix this problem with dell SAV without resulut until i  find you solution. Perfect ! Big thanks from a french guy

Nitrous2023 · Answer

@Gordon-D​  i'm in a similar spot.  No touchscreen, diagnostics reveal nothing AND, I don't have anything 'weird' in my device manager.  Certainly nothing 'Watcom' related.  I even went through and disabled all the 'power off with' options in USB that seemed to have them.  I have Windows 11, otherwise nothing special for a Dell XPS 13 9310.  Any suggestions would be appreciated.

XPS

XPS 13 9310, touchscreen stopped working

Was this post helpful?