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December 12th, 2017 09:00
2017 Inspiron 24 5475 AIO (AMD Chipset) - No Touchscreen and IR Camera after Win 10 reload.
Hello All. I've been around Windows since version 2.1, have reload literally over 1,000 PCs\Servers and currently manage a 50 server Dell data center\1000 seat Dell client network. With that said, I am unable to to get my touchscreen and IR camera functioning. I've tried everything I can think of so I humbly turn to you for any advice before calling support.
What I do know. Both worked fine before reload, that the touchscreen hardware still functions because the screen will blink several times and Windows logs a MTconfig (Multi-touch configuration) App Event when I touch it and that neither device is listed in Device Manager.
What I've tried. Windows 10 ISO downloaded from Dell, Windows 10 ver 1511, 1703 and 1709, Windows 10 Insider Preview. All software, drivers, chipset and BIOS installed in the order recommended by Dell.
I'm open to any and all suggestions no matter how far fetched they may be. Fire away.
Thanks.
robkleinpeter
15 Posts
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December 12th, 2017 15:00
Thanks for the reply. There are no stupid suggestions at this point. According to both sites I'm using the latest. You are correct about the IR driver. It installs without error according to the log, prompts for reboot, Win comes back up and nothing in DM changes. I've also gone through every BIOS setting and don't see where you can disable either. Only thing that sticks out (which I forgot to mention, sorry) is one of the USB hubs shows up as Generic. Here is a screenshot from a few days ago of DM on my OneDrive.
1drv.ms/.../s!AhX6ZdB7wmcxpgvOj_5fQXX8rCTj
beamermt79
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2.3K Posts
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December 12th, 2017 15:00
Some of my thoughts might be stupid but maybe not. Did you get your drivers from downloads.dell.com or from the dell support site? The latest and greatest is always from downloads.dell.com. I did see the IR driver but nothing regarding the touch screen so I would assume (maybe wrongly) that windows 10 has its own built in driver for that? Also is there a BIOS/UEFI setting that can turn it on or off? And/or something in the control panel? I'd look in the 'old' or 'classic style control panel in windows 10. Those are my only thoughts ATM
RoHe
10 Elder
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45.2K Posts
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December 12th, 2017 18:00
Have you read these about the IR camera? So you may not be alone...
answers.microsoft.com/.../73da183c-77e0-4913-9436-46239a3b62c7
answers.microsoft.com/.../00988990-6ac5-4a1a-8b0c-53249a495068
Is the touchscreen listed as a Human Interface Device in Device Manager? Read this:
www.makeuseof.com/.../
BTW: Have you tried Dell's SupportAssist to see if it can automatically fix the problems:
www.dell.com/.../support-center
robkleinpeter
15 Posts
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December 12th, 2017 18:00
Thanks for the reply. Unfortunately I have walked through all of those. As for the camera, theirs worked in other apps, mine doesn't work at all and isn't listed in DM. Their is no TS driver to isntall according to Dells site so it can't be incompatible and Support Assist detects no errors fo the devices it sees. When I try to manually test the TSit fails because it thinks isn't there. On the same note, I ran the ePSA diag on boot and it says the camera and TS cables are connected so it sees something at the hardware level.
robkleinpeter
15 Posts
1
December 13th, 2017 09:00
Thanks for the reply. Yeah, I already tried that. No joy. I'm calling them today. Will post the resolution. Thanks again all.
RoHe
10 Elder
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45.2K Posts
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December 13th, 2017 09:00
Maybe your camera failed...?
You could try this... Manually set a System Restore point to be safe. Then open Device Manager and right-click that "generic USB root hub" and uninstall it. Close DM and reboot. Does it get reinstalled as "generic" again or as something else?
If you're system is under warranty, maybe it's time to call Tech Support...