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jzimmer605
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43672
June 28th, 2022 19:00
XPS 13 Plus 9320, Touchpad malfunctioning
Hello,
I very recently received my new XPS 13 Plus 9320. I happily used it for about a week until one the day the haptic feedback from the touchpad suddenly began malfunctioning. It still functions mostly as a mouse (moving, scrolling, clicking), but the feedback only makes a sound and no physical feedback. All feedback intensity settings feel the same except 100% where the touchpad becomes unusable. At 100% intensity the touchpad automatically clicks about every second even when I am not touching it.
I've been in touch with Dell support and have an open ticket but nothing has helped. Restarting comp, resetting settings, reinstalling/updating drivers, restoring comp, and reinstalling windows 11 have not fixed it. Seems likely to be a hardware issue at this point.
Has anyone else experienced this? This issue makes for a poor experience using the touchpad and I am unhappy that a week-old machine would physically break without any apparent trauma.
Thanks!
3841
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Posted September 1st, 2022 11:00
In addition to the above reply from Dell-Chris M regarding the touchpad firmware update, did you install the latest BIOS update 1.7.1 ?
Brad L (retired)1605
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Posted January 25th, 2023 13:00
I know I sent some Private Messages on this, but if anyone is still having trouble with their Touchpad please Private Message me Directly with your Service Tag.
Also, per Dell-Chris M's post, please make sure to have updated to the latest Touchpad Firmware.
The BIOS can be updated at this link then click on find drivers and select your OS and BIOS under the category.
Brad L (retired)1013
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Posted March 9th, 2023 12:00
Dell is working on a new Firmware to address this and it should be released by the 1st or 2nd week of April.
Brad L (retired)821
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Posted March 17th, 2023 08:00
I will try to update this thread once it gets released with a link to download it directly from the support site.
It will also be available through SupportAssist once it has been released.
If anyone would like to check for the latest updates for their system manually (in case for some reason I miss when it gets released), the latest driver/fw updates for the XPS 9320 can be found at this link (please select your OS if you use this link), or by inputting a Service Tag at this link (to get more specific drivers/updates for your system config).
I hope this helps, but please let me know if you have any other questions. I will also still be trying to provide any updates that I can as I get them. This is still the latest update I have.
Brad L (retired)1553
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Posted April 5th, 2023 09:00
Please see my latest post on the 18th.
Brad L (retired)677
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Posted April 10th, 2023 13:00
@bciotti Has it continued to work ie the Touchpad picks up clicks/movements correctly after the FW update, but there's just no haptic feedback?
I will relay this to the team, but just wanted to confirm with you first before I did that.
Brad L (retired)1995
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Posted April 18th, 2023 07:00
Our team identified an issue with the Firmware I previously posted and removed it. A new firmware was just released. Please visit the Dell Support page, click on find drivers or your system if it already comes up. If your system did not automatically come up, enter the service tag or the model number, and then click on find drivers. Then click on Drivers & Downloads and filter by Firmware under the Download Type.
Please let us know if this Firmware helps, and thanks so much for all of the previous feedback it helped call further attention to this.
Marking as Dell Accepted Solution for visibility.
Brad L (retired)751
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Posted April 18th, 2023 07:00
Thanks for confirming this, please let us know if Firmware Version A03 helps.
Brad L (retired)682
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Posted April 19th, 2023 09:00
Thank you and others for letting us know it didn't work. I have relayed this feedback to the Engineering team.
Brad L (retired)
Brad L (retired)
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Posted May 5th, 2023 11:00
If you're having trouble with haptic feedback, try the firmware update first. The latest version (2023.12.13.946, A05) can be downloaded here. Please note that if you already tried this and it didn't work, you do not need to reinstall it.
Along with the touchpad, we recommend users to update the BIOS and other drivers to the latest versions.
If the the above does not help with the haptics or you're having trouble with the touchpad not working correctly, please use the Get Help Now link on the bottom right of this page to contact a DellCares agent.
The link/image looks like this:
(edited)
Brad L (retired)