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Keyboard / Track Pad / Support Issues
As reported by others, we've had a terrible time with the track pad registering clicks while typing. Enough so that we eventually just turned the track pad off completely.
Then some of the keys started acting as if they were stuck in the depressed state and would send multiple characters to the screen when pressed a single time. They aren't physically stuck, and I have no idea if it's a hardware or software problem.
Mercifully the Dell support staff was completely unhelpful. After spending an hour talking to 5 different people I was told the following:
- If I wanted support I'd have to reinstall Windows
- That if I wanted to return the device (which I do!), I should have called a couple of weeks before I did (unfortunately the keys started acting funny right after my return window apparently closed for good)
- That having installed a different OS voided any warranty that might have come with the device
- That Dell doesn't support or recommend installing a different OS than what the device comes with (despite my protests that Dell actually encouraged what we did on their website)
Has anyone else experienced the keyboard issue? Is it just us? The keyboard worked fine for awhile, but the machine is practically useless as is and my developer's productivity is down some 60% because of it. Is this a hardware issue, or is it driver related?
DELL-Barton George
7 Technologist
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October 11th, 2012 21:00
Chris,
Im sorry to hear about your experience. Let me check with some folks on the team and get back to you.
thx Barton
Beacon11
33 Posts
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October 17th, 2012 11:00
Chris, the track pad issues should be fixed with an update if you're using the Sputnik PPA (at least, assuming you disabled tap-to-click). Are you?
dvusboy
2 Posts
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October 20th, 2012 11:00
It did fix the tap-to-click problem, but I still find the trackpad very sensitive. Simply hovering my thumbs over it while typing (I did "disable trackpad while typing", but there is bound to have gaps when I'm not) causes the cursor to jump around.
For Chris, it sounded like his keyboard is acting up, after he has disabled the trackpad outright.
ChrisSturgill
3 Posts
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October 22nd, 2012 09:00
We had our keyboard replaced and most of the trackpad issues have been resolved. Looks to be an issue of faulty hardware.
ChrisSturgill
3 Posts
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October 22nd, 2012 09:00
As dvusboy mentioned, the trackpad is still overly sensitive (we've had some of the same hovering concerns), but it's more manageable now.
Beacon11
33 Posts
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October 29th, 2012 13:00
@dvusboy, @ChrisSturgill: If you can word the trackpad sensitivity issues in a way that is reproducible and obviously a problem, please do post a bug on the Sputnik Launchpad site: bugs.launchpad.net/dell-sputnik . Developers will get on it! What I mean by this is something like "trackpad sensitivity not adjustable in Mouse and Touchpad settings," or "disable trackpad while typing does nothing," etc.
ColinHM
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March 26th, 2013 03:00
I have the same problem with my Dell XPS13 - as I type, the trackpad appears to respond to my hands just hovering over it, and then somehow stops me typing - it's infuriating!
Dell-Rajesh R
3.3K Posts
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March 26th, 2013 10:00
Hi ColinHM,
Thank you for providing the update. I sincerely apologize for the technical troubles you have experienced with Dell computer.
Try to disable Palm rejection on the computer.
Awaiting your response!
jdn888
3 Posts
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August 18th, 2013 00:00
I'm having a similar problem. The u,i,o,and p keys were not functioning at all under ubuntu. Sent the XPS 13 back to Dell for a keyboard replacement. Now, the q,w,e, and r keys don't function either. Dell has been very responsive but doesn't have a good answer. They are mailing me a USB stick with Windows on it, but that negates the purpose of the machine. Any ideas?
boylenssen
23 Posts
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August 18th, 2013 02:00
Did George Barton get back to you on this? I ordered my XPS 13 dev ed. last week, getting it wednesday. I chose it because it has Ubuntu on it default and therefore support, but this doesn't sound too good...
jdn888
3 Posts
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August 18th, 2013 13:00
Nope. Haven't heard from anyone yet. I use Linux exclusively and chose the XPS for the same reason you did. Feeling like I'm trapped in the same old nightmare.....
DELL-Barton George
7 Technologist
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August 19th, 2013 08:00
jdn888,
Im sorry about the hassles. Can you give me some background on where you are at at this point to see if i can get you some help?
thanks!
jdn888
3 Posts
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August 20th, 2013 01:00
Thanks Barton! We're back to square one. To rehash: 1. keyboard didn't work on brand new xps 13. 2. Sent to depot for keyboard replacement. 3. New keyboard didn't work either, so depot sent me a Windows USB boot stick because they thought it was an issue with Ubuntu. 4. Keyboard doesn't work under Windows either. 5. On hold with Tech Support right now. Bout time for a new machine....
DELL-Barton George
7 Technologist
7 Technologist
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538 Posts
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August 23rd, 2013 14:00
@Jdn888 Im sorry to hear about your experience. Was tech support able to help?
DELL-Barton George
7 Technologist
7 Technologist
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538 Posts
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August 23rd, 2013 15:00
@Jdn888 Im sorry to hear about your experience. Was tech support able to help?