XPS 13 A03 Cypress Trackpad Update Causes major issues

Couple things:

1. There is no "uninstall driver" from when right clicking.

2. I have already downloaded and installed that driver many times and it does not fix anything.

3. There is no cypress software listed in Control Panel to uninstall either.

4. Chatted with ProSupport and they couldn't figure it out. Happening on more than 1 machine.

Hi BrooksPeppin,

I apologize for the inconvenience you been facing with the computer. I would recommend you to uninstall and reinstall the touchpad driver following the steps below:

• Click on “Start” and right click on “Computer”.
• Click on “Manage”.
• Click on “Device Manager”.
• Under “Mice and other pointing devices”, you will find the touchpad driver listed.
• Right click on it and click on “uninstall”. (Check and make a note of the driver installed on your system and re-install the touchpad driver from the below steps accordingly).
• Check the box to delete the software.
• Restart your system.

You can click on the link below to download the updated touchpad driver:

http://dell.to/RiK7Tv

Steps to download drivers:-

• Click 'Get Driver' to download the list to a folder you will designate.
• Click 'Save'. Then designate the folder you would like to save the files to.
• Once you have designated the folder you would like to save your files to, Click 'OK'.
• Selected downloads will automatically start downloading. You can Pause , Stop , or Continue  downloading the items you have selected. Next is Installation.
• To start installation, Click Open folder. Right-click a downloaded file and select the option to ‘Run as administrator’.
• A small window will appear with 'Continue' and 'Exit' buttons, click 'Continue'.
• In the Select the folder where you want to unzip the files to window, click OK.
• If a message appears asking to create a folder, click 'Yes'. If a message appears asking to overwrite the folder, click 'Yes to All'.
• In the All files were successfully unzipped window, click OK.
• A new window will appear, follow the prompts that appear to finish the installation.
• Restart your computer.

If the installation wizard does not work, you can extract the downloaded driver. Go to Computer -- > C: drive -- > Dell -- > Drivers -- > Folder "03PDC" . -- > Select the file "Setup.exe" or "Setup". -- > Right click and run it as an administrator -- > follow the prompts on screen to install driver and restart computer.

I would also recommend you to update the BIOS of your computer.

http://dell.to/NybiaD

Please let me know the findings.

Hi BrooksPeppin,

I would suggest you to install the driver again and update the BIOS of your computer following the steps above. Also, I am adding you as a friend; please accept my friend request and send me a private message with the following details:

1. System Service Tag.
2. Name on the account (who purchased computer).
3. Phone number.
4. Alternate phone number.
5. Best time to reach you during day with the time zone.

Please reply with the findings. 

Spoke with Dell Pro Support and they only way to get the driver working on AO3 was to fully re-image the laptop. Although this fixes it, it is definitely inconvenient. We have around 60 XPSes in our environment and after I sent an email to all saying that they can go ahead and upgrade their trackpad driver, we have had nearly 10 more XPSes exhibit the same behavior as mine. Some are VPs, regional, and extremely busy folks. Simply saying we have to fully re-image their PC is not great customer service. Also, when they apply the update and it breaks, it disables trackpad and keyboard thus making the computer completely unusable.

Not very happy with this. However, I am happy that the driver update, once applied successfully, does fix a large amount of the trackpad's issues (jumping around, freezing, not saving settings, etc).

Hi BrooksPeppin,

I'm glad the issue was resolved and I appreciate the tech's expertise. Thank you for the feedback.

I do apologize and regret the inconvenience caused.

Feel free to get in touch with us in case you have further issues.

Thanks!

REALLY???

When I buy a computer, I expect it to work.  Or, if it doesn't work, that there be a reasonably easy fix.  Had I known there would be problems like this with the track pad and that the way to fix it would require a computer science degree, I would have looked at another brand.  This one may be my last Dell...

Try this driver. I posted this in several posts of the same topic.

www.dell.com/.../xps-13-l321x

I truly can not believe what a roaring piece of garbage the DELL XPS 13 Cypress Trackpad is.  Cypress knows it, Dell knows it, and anyone who has a trackpad knows it.  Why can't DELL, for once in there existing life do the right thing and fix it, and proactively reach out to customers and help them fix it on their machine. 

Why would I want to try and go down a path to upgrade the trackpad software, just to find out that I have to start dealing with BIOS, or reinstalls?

DELL, do the right thing, fix the trackpad, or throw it away and provide your customers something worthy.  Without proactive help from Dell, as a Dell custoamer since 1990, I will never buy a Dell again.

I am soooooo disappointed with the XPS 13 Cypress touchpad. I just bought two XPS 13s for personal use, based on the great reviews I read. I couldn't be happier with every feature of the laptop, except the one thing I need to use the most -- the touchpad!  I have really gone extra miles trying to find some settings that work reliably. It's impossible!!  No matter what I try, the cursor still jumps around at random times. I want to tap to click, but sometimes it works, other times I cannot get it to click at all. Those are obviously driver issues.

Then there's the whole hardware design with the two buttons built into the surface of the pad, which is just really poor. Why can't it have two distinct buttons like every touchpad has had for the last 15 years? With this one, rubbing your finger across the button surface makes the cursor move too. Even worse - I can't ever seem to find the left or right buttons because they're both pushed in by the same piece of plastic.

Where should we turn to get this resolved? Dell's flagship ultrabook shouldn't have this sort of fundamental problem. I'm at the last straw, checking Dell's site daily for an updated Cypress driver. Maybe one day they will bring out a replacement touchpad -- hardware and software -- that works out of the box.