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Last reply by 11-23-2022 Solved
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2 Bronze
10724

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!

Solution (1)

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Community Manager
4289

Test the September 6, 2022 released XPS 13 Plus 9320 Touchpad firmware update 2022.08.15.01.

If still under warranty, click the "Get help now" icon on the right to start a live chat session.
Find your Service Tag


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Replies (35)
Moderator
6597

Hello, I see you are looking for technical assistance. If you need our help, you can start a private message with us and we will be happy to assist you.


#IWork4Dell
Find your Service Tag

If still under warranty, click the "Get help now" icon on the right to start a live chat session. To send us a private message, click our DELL-Cares username. Our Forum profile page will then appear. On the right, click "Send this user a private message".

2 Bronze
2 Bronze
6577

I am having the same issue, except for it starts on one side of the trackpad. My best guess is that one or more of the haptic motors underneath are malfunctioning in some way.

2 Bronze
2 Bronze
6545

I had the exact same issue on my XPS 13 Plus 9320.  After updating to BIOS 1.4.0 I believe it's been mostly resolved, unless the issue is hardware related but inconsistent.

Given multiple people have the issue, I do suspect it's firmware/driver related though.

2 Bronze
2 Bronze
6435

I'm having the same issue here. It happens when you click on the bottom part of the touchpad. Then it's keep clicking & laptop becomes unusable. Is there already a solution? 

2 Bronze
2 Bronze
6491

Same issue here. Updating BIOS didn't help. Please help. 

2 Bronze
2 Bronze
6491

BIOS Reset did fix the issue for me. I already had version 1.4.0. 

6472

I’m having the exact same issues with the trackpad and want to try a BIOS reset. I’m also already on version 1.4.0. Did you restore to ‘BIOS Defaults’, ‘Last Known Good’ or ‘Factory Defaults’?

2 Bronze
2 Bronze
6470

Dell ended up determining that it was a hardware issue and had a technician replace the palm rest module of my laptop. Initially, this made things worse. The new touchpad was still broken, but in a different way and the computer no longer detects the fingerprint scanner. This morning I found that the touchpad is mostly fine (except for the bottom left corner), which may have something to do with the BIOS update that happened yesterday but I'm not sure. The fingerprint scanner is still unusable. Another technician is supposed to take a look later this week.

2 Bronze
2 Bronze
6254

Just returned a 3-day old XPS Plus laptop to Best Buy. The left side of the trackpad began making a noisy click. Within a couple hours of use, the trackpad kept on clicking on its own and even a restart wouldn't make it go away. It continued to happen through a factory reset! I literally shut the lid on a factory reset machine that was clicking away merrily as I packaged it to take back to Best Buy. Such a disappointing experience. The laptop was excellent till it wasn't. 

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