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sruoff71

1 Rookie

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2 Posts

273340

March 4th, 2014 11:00

Dell Venue 11 Pro Keyboard - touchpad isn't responding

touchpad not responding now

worked fine for 2 months - then stopped working

noticed "urgent" download for touchpad on dell driver support page - downloaded and installed

still not working

pls advise

mcquiggd2

1 Message

August 9th, 2015 14:00

@P.Pavuk, all

This fix used to work for me (Dell Venue 11 Pro 5130); every time I encountered the problem, I would run the  SynaUtilitySfx.exe with the keyboard connected, it would say that the touchpad device could not be detected, I would exit the utility - and then for some reason the keyboard AND trackpad would work. I was confused, but happy.

 

BUT recently, I have upgraded to Windows 10 (which is supported on this device)  - and the weird thing is, the exact same utility now detects the keyboard, and attempts (and successfully!) updates the firmware. Unfortunately - the Keyboard and trackpad however, do not work. I.E the fix no longer corrects the situation.

I can reproduce the problem with the keyboard and trackpad not being detected, by charging the keyboard via its own built in port; after charging it this way, it will not recognised by the tablet. 

Unfortunately, I have to charge it this way, as, along with so many other people, just after the warranty expired, the tablets USB charging port will only charge at 3 watts rather than 24 watts. (Buying new Dell power adaptors did not fix this - and all the ones I have will charge the keyboard at the full 24 watts, so they are not the problem).

I have tried looking for registry entries, as highlighted in other answers but they do not exist on my tablet. But, I do not think that is the solution (at least for me),as:

The only way I can now reliably get the this expensive mistake to work, is to let the tablet run out of power, then attach the keyboard, and boot holding the volume down button on the left hand side. So far, every time I have done this, the trackpad and keyboard work, and I can exit and it boots into Windows, with the trackpad and keyboard working.

Never touching Dell products again - the whole experience has been a tragedy of errors and with appalling support.

chazthespaz

6 Posts

March 7th, 2014 13:00

Same exact problem here, with the tablet keyboard - mobile touchpad and the DV11 5130 model, All the keys still work fine. I downloaded the recent bios update, then the Intel updated chipset drivers, and then the patch for the keyboard disconnecting. The touchpad is still dead. Could it be something as simple as a key combination that toggles the touchpad on and off? I noticed the driver for the touchpad (under HID devices) is an old Microsoft 2006 version. Searching for an updated driver had no results. Is there a better driver available?

runnerjayne

3 Posts

March 8th, 2014 07:00

I had to have my mobile keyboard with battery replaced when the touchpad stopped working.  I know a number of others had the same problem and I believe they all had to be replaced.  In my case Dell did not want the old one returned.  Also, everything else on the keyboard worked fine, only the touchpad was bad.

DELL-Brian B

3 Apprentice

 • 

828 Posts

March 8th, 2014 17:00

The touch driver posted on support.dell.com is for the touch screen, not the touch pad.   It is likely a cable problem internally in the keyboard if the touchpad doesn't work.   You'll want to have support send you a replacement to resolve - there aren't any drivers required - should just work.

chazthespaz

6 Posts

March 13th, 2014 18:00

I found a solution that worked for me. 1. Make sure windows update is current 2. Make sure the current bios update is installed (3-5-14) 3. Undock the tablet from the keyboard 4. Go to My Dell and install the critical firmware update for the touch screen, It doesn't matter if you installed it before, In my case it said it was already installed 5. Attach the tablet to the keyboard and re-start. The touchpad should be back in business! Please let me know if this works for you.

sruoff71

1 Rookie

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2 Posts

March 14th, 2014 11:00

Genius. 

It worked . Thanks for posting Chaz

Much appreciated  

chazthespaz

6 Posts

March 15th, 2014 13:00

Excellent-now we have verification! 2 for 2! Dell Support was clueless on how to fix this. The Tech took control of my pc and followed the usual protocol of re-installing all the current drivers, patches, and firmware updates. What tipped me off was she could not re-install the critical firmware update for the touch screen. Four attempts and each time the same error message: "the Synaptic (sp?) device was not found". Thru google I found a forum where a lot of people were having trouble installing this firmware update, getting the same error message, and the answer was to install it with the tablet undocked from the keyboard. I know damn well that when I installed this firmware my tablet was docked to the keyboard. Apparently, if this firmware is installed with the keyboard docked, it causes a conflict with the keyboard touchpad. Dell-Brian B - If you are still following this thread I want to ask you to do two things: 1. Communicate this solution to the Dell Support network 2. See if you can get the description of this firmware update and installation instructions amended on the Downloads and Drivers web page. "tHIS FIRMWARE MUST BE INSTALLED WITH THE TABLET UNDOCKED FROM KEYBOARD" Thanks.

HendricksonNZ

53 Posts

March 19th, 2014 09:00

Mine is still not working. Touchpad is Dell. I try to reinstall the touch screen firmware and it says firmware already installed. I can't seem to force it to update itself?

HendricksonNZ

53 Posts

March 19th, 2014 11:00

Turns out mine was a fault with the hardware (internal plug loose I suspect). I don't recommend this but I brought this dock in the US but I live in Spain. No return possible. So I opened it! (Again not recommend only do this if you have experience in such things) The dock itself has 4 screws behind the rubber feet underneath it. Once the screws are out, open up the dock using plastic to pry it open from the plastic bottom to the metal top half of the keyboard. Its hard to open at first, once open work your way around. Inside I removed and reseated all plugs to the battery, usb charge ports, leds etc. I did find the plug from the dock connectors to the motherboard in the dock was not sitting 100% flush. Seems that was the issue in my unit. I have put a bit of Loctite on the connectors to stop any movement in the future. Here is a video of what I did. https://www.youtube.com/watch?v=UXHA0kct6WI Sorry for the video I had no tripod on hand.

p.pavuk

2 Posts

October 26th, 2014 15:00

I've actually found a way how to fix this issue. Tried before everything, disconnecting th battery, registry fixes and etc... Anyway at some point touchpad become unresponsible. But, what I accidentally found - while touchpad is not reacting to gestures, and not moving a cursor - the click function on touchpad still working. Anyways, this not bring me closer to solution.

As always, solution is just magic - all you need to do to restore bloody thing - is to run SynaUtilitySfx.exe while tablet is connected to keyboard. The utility will fail telling that touchscreen device not found - but this will enable both touchscreen and a touchpad. Despite I am an IT professional - I can't explain what going on, but this method worked for me.

I've disconnected tablet from keyboard and put the keyboard on charge, which immediately ruined the touchpad when I've connected keyboard to tablet. I've run  SynaUtilitySfx.exe again - all works. Did it few times to prove - it does fix the bloody thing!

You can get the SynaUtilitySfx.exe stuff from the dell website, they call it Panel Touch Firmware on Dell Venue 11 Pro 5130.

edwardkmh

1 Message

November 8th, 2014 08:00

It's working! thanks man.

Eazyloks909

1 Message

August 23rd, 2016 06:00

Good morning I recently came across a dell tablet it's running windows I perched it at a yard sale they didn't know what was wrong with it just that it had a broken screen so I changed it up and it turns on but it doesn't let me do anything and  narrator is active and it ask to plug in a keyboard so I did and still nothing. Hopefully you can point me in the good direction

tdoggjr

1 Message

February 4th, 2019 16:00

if you disconnect the battery inside the key broad. it work for me 

sunkiz

1 Message

May 9th, 2020 15:00

Thanks for the Tip, confirmed and work as advertised.  (even though he didn't ask for a penny).  Have Support Assistance do a scan.  download the panel Touch firmware specific for your venue, undock your tablet, install the update.  Restart your tablet. And vola!!  

Cung

1 Rookie

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2 Posts

February 19th, 2025 14:24

Please help me. If anyone has encountered . It can not install firmware. The machine does not have a separate keyboard. 

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