Looking For a Driver That Doesn't Seem to Exist

[sapphirescales]

Okay so I've got a Dell Inspiron 15r 5537 in the shop. The problem is the trackpad has a known issue where it will just stop working randomly. This is a driver issue, not a hardware issue. Dell is aware of that issue, which is why on the driver page for the trackpad it says:

"To resolve the touchpad issue in Windows 10, you must Install Intel Serial I/O driver from Chipset category before installing the touchpad driver."

The problem is I can't seem to find this driver anywhere. It's not on Dell's driver page and I can't find it via Google search. Here's the touchpad driver page where they mention this quote under the "Important Information" tab:

Dell Touchpad Driver | Driver Details | Dell Dell Support/ Lybia

The client just wants to get another 16 months out of it. She upgraded the computer to Windows 10 and now the trackpad is basically useless. Does anyone have any idea how to get this driver? I tried SupportAssist and it doesn't show the driver either.

 

[GTP]

Intel Serial I/O driver from Chipset category

Have you tried SDIO? You may get lucky.

 

[sapphirescales]

Have you tried SDIO? You may get lucky.

Yeah unfortunately it doesn't detect it either.

 

[Larry Sabo]

Try the driver downloadable from here: https://www.dell.com/support/home/en-ca/drivers/driversdetails?driverid=4p6kc

... which I found by typing "Intel Serial IO Driver" in this page: https://www.dell.com/support/home/en-ca/drivers/driversdetails?driverid=4p6kc

 

[Markverhyden]

When I googled Intel Serial I/O Chipset Driver the link below was the very first on the list. @sapphirescales your link is Libyan language.

Intel Serial IO Driver | Driver Details | Dell US

 

[HCHTech]

Does Dell Command Update or whatever they are calling it this week find it?

 

[sapphirescales]

@Larry Sabo @Markverhyden The laptop model (15r 5537) is not one of the supported models for those drivers.

Does Dell Command Update or whatever they are calling it this week find it?

Unfortunately no.

 

[Porthos]

Do you have the service tag for the system?

 

[sapphirescales]

Do you have the service tag for the system?

BTJ6SZ1

 

[Markverhyden]

@Larry Sabo @Markverhyden The laptop model (15r 5537) is not one of the supported models for those drivers.


Unfortunately no.

Are there any bangs in the DM? Do you have the PCI/VEN for the device in DM? I found another serial IO link with a whole mess of supported machines. Since it's just a driver i'd give that a whirl.

Intel Serial IO Driver | Driver Details | Dell US

But this is sounding way to strange. When did the mouse pad go? Right after install? Clean install or upgrade? Did it happen after W10 update? Has BIOS been refreshed?

 

[sapphirescales]

Are there any bangs in the DM? Do you have the PCI/VEN for the device in DM?

It doesn't show up as a missing device in Device Manager.

it's just a driver

Since it's related to the chipset I'm not sure that's such a good idea.

But this is sounding way to strange. When did the mouse pad go? Right after install? Clean install or upgrade? Did it happen after W10 update?

Immediately upon a fresh install of Windows 10 the thing is immediately screwed as soon as you install the touchpad driver. It also stops working properly if you upgrade from Windows 8 to 10. This is one of those rare instances where something changed from Windows 8 to 10 that made the chipset not work properly with the trackpad anymore. Intel fixed it but Dell no longer has the driver. I hesitate to contact Intel but I might have to do that just to be thorough.

Has BIOS been refreshed?

It has the most recent BIOS version installed. It came into the shop with the latest BIOS but yeah, that was one of the first things I did was try to see if the BIOS needed to be updated. I read all the release notes from all the different BIOS versions and none of them mentioned them fixing an issue with the trackpad. I have not tried re-flashing the BIOS. I figure that's a waste of time since Dell is aware of this issue and knows the solution. Somebody really fouled up by not putting the driver on their site like it should be.

If I stop the Dell trackpad control software from booting with Windows the trackpad continues working and doesn't just randomly die anymore, but gestures like two finger scroll, tap, etc. no longer work. The trackpad also randomly wigs out even if you're not touching it or anywhere near the computer. This client is going to have to just use a wireless mouse and I'm going to have to just disable the trackpad.

 

[britechguy]

I hesitate to contact Intel but I might have to do that just to be thorough.

I'd definitely be looking at installing Intel Driver & Support Assistant and leaving it in place. I've found it to be a wonderful tool on systems with various Intel components.

 

[sapphirescales]

I'd definitely be looking at installing Intel Driver & Support Assistant and leaving it in place. I've found it to be a wonderful tool on systems with various Intel components.

I've tried both Dell's SupportAssist and Intel's whatever the heck it's called and neither of them could find this driver. My next step is to try the latest driver packs in SDIO but since this laptop came out in like 2014 and my version of SDIO is only a few months out of date, I'm not hopeful. I meant that I'm actually going to have to pick up the phone and call Intel. All this crap really isn't worth my time but I'm mad because this is a great laptop. It looks brand new and I don't want to tell her she has to junk it or that she has to use a wireless mouse if I don't have to. I know, I know, install Linux. I would if anyone had a use for it. Maybe Chrominium is an option but people want to be able to use things like Zoom and other Windows software. Nobody wants Linux or a Chromebook unless their needs are exceedingly basic. It's really time for a third realistic alternative to Windows/MacOS.

 

[fincoder]

My next step is to try the latest driver packs in SDIO but since this laptop came out in like 2014 and my version of SDIO is only a few months out of date, I'm not hopeful.

In SDIO, you only need to have the latest Indexes. It will then show the latest driver updates and if it wants a new driver pack it will download it on demand.

 

[xrobwx71]

the thing is immediately screwed as soon as you install the touchpad driver.

So, does it work before you install the touchpad driver?

 

[sapphirescales]

So, does it work before you install the touchpad driver?

Yeah using the basic Microsoft driver works just fine but gestures don't work. I settled on installing the trackpad driver but stopping the trackpad software from running at startup. If I didn't install the trackpad driver then Microsoft would do it automatically using Windows Update, so I had to install the driver and then prevent the software from running at startup. Then I said they should use a wireless mouse and only use the trackpad when they need to because it sucks.