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ValveSoftware / SteamOS

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Right Trackpad stopped working on the Deck SteamOS 3.5.19 Stable #1630

Open nolrinale opened 1 week ago

nolrinale commented 1 week ago

Your system information

Please describe your issue in as much detail as possible:

Turned my Steam Deck OLED on today and noticed the right trackpad stopped responding entirely, the haptics are working if I press R2 I can notice the vibration

However if i go to the control test screen the values for the right trackpad are always reported as 0

I've tried to set the unit in battery storage mode several times and it will still wont fix the issue, in the BIOS screen the right trackpad isnt working either and also on Desktop mode is not working at all

I've already opened a steam support ticket about it (HT-JB79-C327-T8VC) the only last thing left to do is to wipe the unit entirely but I wanted to know whats the best method to make this happen,

Btw when i changed to the Beta channel to try the unit updated the BIOS to the version F7G0112, figured it would fix things but the right trackpad is still not working so i selected the "Stable" branch again.

It is possible to make the right trackpad work very very briefly if i stay in the "Test Device Inputs" screen, press the power button to put the deck to sleep, and while the unit is off, move my finger around the right trackpad while at the same time press the power button again, there will be some values reported in the right trackpad side but they will stay stuck afterwards

I dont know what else to do if its a hardware or a software issue....

matte-schwartz commented 1 week ago

I'm not a Valve employee so they'll probably have better support steps for you, but using the Steam Deck recovery image and choosing the "re-image deck" option is as close as you can get towards a full factory reset back to stock firmware and OS. You will lose all of your on-device data with this option, but it is very consistent and does a totally clean wipe. If the issue persists beyond that then its probably in the realm of hardware.

nolrinale commented 1 week ago

Hello Matte, thats exactly what I did shortly after writting this issue but it sadly didnt fixed anything and indeed looks like its on the hardware realm as Steam Support contacted me and they mentioned I have to send the device for RMA see if they fix it or replace it with an entire different unit.

I'm just very surprised this issue happened because I use the deck mostly docked so the unit itself is in pristine condition and is less than 6 months old (got it back in february) but its regretable the trackpad suddenly decided to die just like that, and I wasnt sure that it was due to a software issue as I used to switch back and forth between Stable/Beta to tryout new stuff you guys have been adding.

matte-schwartz commented 1 week ago

You're still within warranty so I'd definitely send it in when you have the chance. I did it recently for an internal crack on my back hardshell and the RMA process was quick and easy.