XPS 7390 Erratic mouse and trackpad behaviour

Question

Have been struggling with this issue for almost a year now. Have tried driver updates and several suggestions from other users with no real success.

To solve the issue, I have to power down the computer by holding the power button. Once the computer is powered up, i accept to restart the pc, (not the message that says windows was not shut down correctly, must windows repair),

After searching around in device manger, i found the following solution which solves the problem, but i am unsure how to make this selection permanent in windows, here goes,

Press Windows Start button > select Settings > Select System> Select About> Select Device Manager (right side of screen)> Once Device Manger is open, expand Human Interface Devices > Select Bluetooth Low Energy GATT Compliant HID Device> Right Click > Properties> Open Power Management Tab> Uncheck - Allow the Computer to turn off this device to save power > press ok

This resolves the issues of the erratic behavior

Mary G · Answer

What mouse? Your model has a touchpad not a Bluetooth mouse. If you added a mouse, get help from the manufacturer of the mouse. It is not a Dell problem. There are posts about this in the Microsoft forum. See one here--

Problem with Bluetooth Low Energy GATT compliant HID device (Code - Microsoft Community

The problem might be a conflict with the touchpad which must be active on a laptop. Try using Task Manager, Startup tab. Disable any startup items relating to the BT mouse.

Comfortably Numb · Answer

hello Mary G

Thank yiu for your reply, perhaps i was not clear enough, the inbuilt trackpad behaves erratically, if i connect an external bluetooth mouse it does not resolve the issue despite following the recommendations by Dell.

To be clear this is not a manufacturer issue of the bluetooth mouse, the microsoft mouse works perfectly

The only solution that has seemingly solved the problem thus far when this happens, to disable power management under the HID (see my previous description), the system is currently operational with this setting disabled.

My question, how to make this permanent, after several shutdown and restarts, this setting is reenabled

DELL-Cares · Answer

I'm sorry please ignore the previous message.

Also, I would like to know did you get the chance to check the Touchpad and Keyboard in BIOS as per the previous message shared and is it exhibiting the same behavior.

Have you tried to adjust the touchpad’s sensitivity?

If not, here’s the video on how to do it.

https://dell.to/3oMzH0u

Thank you.

DELL-Cares · Answer

Hi,

I hope you are doing good.

We haven't heard back from you. I just wanted to check if you were able to perform the previously shared steps. If yes, please lets us know the outcome.

Have a great day!

DELL-Cares · Answer

Hi!

I haven't heard from you for a while. We want to resolve the reported issue as soon as possible. I understand that you might be busy, and hence, you are not able to get back to us. We will temporarily archive the case. In case you need any further assistance, you would always reach out to us with the reference number 102057113. We will be glad to assist you.

Thank you!

XPS

XPS 7390 Erratic mouse and trackpad behaviour

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