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9442
July 13th, 2017 07:00
Dell XPS 12 (2013) Touchpad & Touchscreen not working
I've had this computer for nearly 3 years now and it has served as a somewhat problem free laptop minus some problems with the ram and charger. This problem started after I got my laptop back from dell support after they replaced all the internal hardware, about 3 months ago.. They gave me a clean OS install, but installed windows 8 on it, because that was the original software that came with it. After arguing on the phone for about 2 hours with a stubborn technician, he finally agreed to install windows 10 for me. After going through some shady websites, he downloaded it onto a USB and everything installed. I later realised that the copy of windows was not genuine even though I had paid for everything. Pointing it out to the technician, He told me the certificate would activate later. It never happened and I ended up paying again for a product key.
A little while later, the synaptics touchpad driver kept crashing after reboots, and I realised that I would have to reboot my computer twice. This has been going on for about 3 months now. Then, two days ago, all of a sudden, my touchpad AND touchscreen stopped working. Nothing seems to fix it, even a full reboot (sometimes). Once it starts working for no apparent reason, it stops working again at random times. Times working range from 20 seconds to 5 minutes. I have the power switch set to hibernate and hibernating and waking it up seems to sometimes get the touchpad and touchscreen working, but it suddenly stops working later.
LSUFAN51
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6.4K Posts
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July 13th, 2017 20:00
Lastly,
If System file checker doesn't fix the problem, I suggest you Reset or reinstall Windows 10 on your Dell computer
LSUFAN51
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July 13th, 2017 10:00
:emotion-2:
Please list exact Dell model number. Example; Dell XPS 9250.
If you don't know, type msinfo32 onto the search box, and then system model...
ABGamer17
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July 13th, 2017 10:00
XPS 12 9Q33
LSUFAN51
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July 13th, 2017 10:00
Please check if latest windows updates are installed on the system. Type Settings onto [Cortana] search box, Update & Security, and then select Check For Updates. Install any available updates and restart your PC if required. Also check Update History for any failed updates. Keep in mind, Microsoft install important drivers / firmware in those windows updates.
LSUFAN51
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July 13th, 2017 11:00
Also,
Run diagnostic tool to check hardware on the system. Please follow steps below.
1. Power off system. Remove all peripherals except AC adapter.
2. Power on system, quickly start tapping F12 key continuously until you see Preparing one time boot menu in the top right corner of the screen. In the boot menu, stroll down to Diagnostic and then click on it. After quick tests, click on hard drive, and then Thorough Test Mode. Run Memory as well. Report back any error code.
LSUFAN51
4 Operator
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6.4K Posts
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July 13th, 2017 11:00
Lastly,
If touchscreen and touchpad still isn't fix, type Troubleshoot onto search box, run Hardware & Devices troubleshooter. Run window updates and " Power " troubleshooters as well.
ABGamer17
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July 13th, 2017 11:00
I've already updated to all the latest drivers and still the problem persists so idk...
LSUFAN51
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6.4K Posts
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July 13th, 2017 11:00
After you have check for latest windows updates and there are no problems, I suggest you run Guide Me option in your Dell Product Support page. The tool will automatically detect drivers updates for your system. Please follow instructions to run Guide Me option in the link below:
How to Find Drivers and Update Them (Official Dell Tech ...
ABGamer17
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July 13th, 2017 15:00
No error code. Strange...
LSUFAN51
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July 13th, 2017 20:00
No error code eliminate any hardware problem on the system. I believe now, you're experiencing some kind of software issue. I'd like to suggest you run the System file checker. It scan for any corrupted system files that could be causing problems and fix those corrupt files as well.
a) Press Windows key + X key at the same time, select Command prompt (Admin)
b) In the command prompt type the following command: sfc/scannow and press enter
If no corrupted system files were found , then I would suggest you try the following steps:
a) Select Command prompt (Admin)
b) In command prompt, type the following commands and press Enter after each command....
DISM.exe /Online /Cleanup-image /Scanhealth
DISM.exe /Online /Cleanup-image /Restorehealth
ABGamer17
5 Posts
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July 15th, 2017 14:00
Yea none of these have worked. I think it really just might be a system problem