Touchpad not being detected on Dell Latitude 3400

[Linuxxo]

Hello,

Just wondering if anyone else has experienced the same issue and if they may have resolved it. We have issued several Dell Latitude 3400 with the Drive Encryption agent enabled, where the touchpad is not being detected during the pre-boot authentication. I have tested this with the latest agent version 7.2.9.14, however, the touchpad is still not being detected, though external USB mice are working fine.

Thanks 

[sbalamur]

Hi @Linuxxo ,

Thank you for choosing McAfee Support Community.

I would recommend you to follow below KB article to boot the machine in EFI shell to proceed further with this issue.

https://kc.mcafee.com/corporate/index?page=content&id=KB90801&actp=null&viewlocale=en_US&showDraft=f...

Also can you let us know what is HWCompatablityversion checked in your ePO ?

[jsubbura]

Hi @Linuxxo ,

Kindly update the Hardware Compatibility Settings file in your EPO to version 97,

https://kc.mcafee.com/corporate/index?page=content&id=KB81900

And kindly make sure you have the latest Firmware version in the client machine, 

https://www.dell.com/support/home/in/en/inbsd1/drivers/driversdetails?driverid=63g39

If the above two are done and still you have issues, kindly do the UEFI shell testing as per the article below,

https://kc.mcafee.com/corporate/index?page=content&id=KB90801&actp=null&viewlocale=en_US&showDraft=f...

Thank you.

[Linuxxo]

Many thanks for the suggestion. Unfortunately it may be a few weeks before I can test and verify it, due to the countrywide lockdown and inability to get to the office ☹️.

[jsubbura]

Hi @Linuxxo ,

I understand the scenario too! Its the same even here. 

Kindly stay indoors with safety measures! We would continue providing support to you in here as much as possible, let us know if you come across any other issues as well with regards to McAfee products.

Thank you

[robnictor]

Hi, we are having the same issue with our Latitude 3400's about 300 of them and other 3400 series laptops. Please let me know if  you were able to resolve, and I will do the same. We run 7.2.9 MDE and have the latest version of the hardware compatibility file and the latest BIOS version on the laptops.

Thanks

[robnictor]

update: the Shell test proved that the touchpad works. So this seems to be a McAfee issue.

Latest BIOS: yes

Latest ePO hardware compat file 97

MDE ver. 7.2.9.14

[jsubbura]

Hi @robnictor ,

We advise you to open up a support case with McAfee Technical Support so that we can help you further in getting this fixed.

Thank you.

[Juztin]

Hi @robnictor 

You may try to disable Fast Boot function in BIOS menu from affected system and see if issue persist.

Please also check if BIOS and UEFI systems on same model are affected.

[robnictor]

Thanks for the reply. Yes, I have done that as well. I have an SR opened with Enterprise Support.

Thanks

Rob