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massimopper
11 Posts
1
155376
December 3rd, 2018 12:00
Brand new XPS 13 9370. When using 2-finger scrolling in chrome, the touchpad sometimes stops scrolling for a few seconds. I cannot find any touchpad drivers anywhere. In fact, I cannot even find out what brand the touchpad is, Elan, Synaptics,... what is it? I tried Dell chat support, I was told that not all touchpad have drivers. Apparently they work without drivers (as if). I tried Dell phone support, they didn't know where the drivers were, or what brand the touchpad was. Anyone here has a link to the drivers? Thanks
22005
0
Posted December 5th, 2018 04:00
DellSupportis Useless,
The touchpad is a Synaptics. Click the link below for downloading the driver.
I located some information that may be causing the lag in the touchpad. Follow the steps below to resolve the cursor lag.
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Go to the the Intel Graphics control panel and disable PSR (Panel Self Refresh) in the Power section. How to Disable the PSR :
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Jesse L (retired)
21994
0
Posted December 5th, 2018 11:00
DellSupportis Useless,
I cannot say for certain but, install it and let us know if it works for your system. Also, did you try the steps in the previous post to see if they resolved the lag issue?
For my notes, click my username and send me the pc service tag number via private message.
Jesse L (retired)
22029
0
Posted December 4th, 2018 11:00
what does it mean that the drivers are native to windows? in the device manager it says the drivers are from 2006. surely microsoft should have more recent drivers? where do you download drivers for this touchpad? are they on the Dell website? or not? there is no driver for touchpad listed in the Dell download section for this laptop.
who is the manufacturer for this touchpad? Synaptics? Elan? why is this info so hard to obtain?
by the way, another person reported the same issue with the touchpad scrolling freezing in one tab of the browser, and working if you switch tab.
the links you provided offer no help.
22028
0
Posted December 4th, 2018 11:00
what does it mean that the drivers are native to windows? in the device manager it says the drivers are from 2006. surely microsoft should have more recent drivers? where do you download drivers for this touchpad? are they on the Dell website? or not? there is no driver for touchpad listed in the Dell download section for this laptop.
who is the manufacturer for this touchpad? Synaptics? Elan? why is this info so hard to obtain?
by the way, another person reported the same issue with the touchpad scrolling freezing in one tab of the browser, and working if you switch tab.
the links you provided offer no help.
21999
0
Posted December 5th, 2018 10:00
I was aware of that driver link, but under "supported systems" it lists XPS 13 9333, but does not list XPS 13 9370. do you know for certain that is an oversight, or do you just think that it should be compatible?
21998
0
Posted December 5th, 2018 10:00
I was aware of that driver link, but under "supported systems" it lists XPS 13 9333, but does not list XPS 13 9370. do you know for certain that is an oversight, or do you just think that it should be compatible?
15556
0
Posted January 2nd, 2019 11:00
well I will say that it's true that Dell has the worst customer support I've ever dealt with.
my simple question of where can I get new drivers for my touchpad was met with several unbelievable answers:
1st "tech" support person says: touchpads work without drivers
2nd "tech" support person sends me a link to the IR camera driver, claiming it works for the touchpad too.
3rd "tech" support person insists the touchpad driver can be found under the XPS webpage (not true)
after I gave up on them, I kept getting spam emails from them and their supervisor, repeating the same "advice"
and asking me if the problem was solved. I had to add dell to my spam list
15555
0
Posted January 2nd, 2019 11:00
well I will say that it's true that Dell has the worst customer support I've ever dealt with.
my simple question of where can I get new drivers for my touchpad was met with several unbelievable answers:
1st "tech" support person says: touchpads work without drivers
2nd "tech" support person sends me a link to the IR camera driver, claiming it works for the touchpad too.
3rd "tech" support person insists the touchpad driver can be found under the XPS webpage (not true)
after I gave up on them, I kept getting spam emails from them and their supervisor, repeating the same "advice"
and asking me if the problem was solved. I had to add dell to my spam list
21765
0
Posted January 3rd, 2019 10:00
none of the options in this thread helped. the installer from dell refused to install saying my laptop already has the best drivers.
I've found some synaptics drivers from a 3rd party website. they work, but I'm waiting to see if the issue is resolved or not.
it's absurd that dell does not offer touchpad drivers for download on a model that just came out. it is not enough to just let windows take care of precision drivers. not sure if you're aware of the very public recent issues with windows updates. they can't be trusted to take care of touchpad drivers as the only option. recent synaptics drivers should be made available on dell's website. it is not enough to offer a self-installing download either because as you can see it will block itself.
it is also absurd for dell to hire people as tech support that do not even understand what a touchpad driver is. I tried several tech support at dell and they barely understand what a laptop is. one of them insisted that I install the IR camera drivers because they work for the touchpad too. his supervisor emailed me without even correcting that mistake.
shameful dell, really shameful
Jesse L (retired)
10 Wizard
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17898 Posts
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69016 Points
22044
0
Posted December 4th, 2018 04:00
DellSupportis Useless,
Click the links below for resolving touchpad issues. The drivers for the touchpad are native to Windows 10.
Touchpad Usage and Troubleshooting Guide
Touchpad
How to Fix Touchpad Problems on a Laptop (Official Dell Tech Support)
Jesse L (retired)