Touchpad firmware update fails repeatedly

[mst88]

Hi,

I get repeated failures when trying to install the newest Touchpad Firmware update via Samsung Device Care - and I CANNOT USE THE TOUCHPAD ANYMORE. Should I send in the laptop under my 2yr warranty to get this fixed or will Samsung provide an adequate update for download?

Also, please what quality impression does Samsung intend to make, if one of the buttons before installation of the Firmware update fails indicates "CANCLE" instead of "Cancel"?

Furthermore, why do you shove McAfee Antivirus as mandatory update on the Galaxy Laptops via Device Care App? I do NOT require this software.

Sorry, but the laptops cost premium prices, but the device care app is anything but premium level.

[Helenna]

Hi mst88,

Sorry to hear that you're facing several issues with your Samsung Galaxy Book's touchpad firmware update and Device Care experience, and your frustration is completely understandable.

For the firmware update failure, try running the update process while your laptop is connected to a stable power source and strong internet connection. Sometimes, running updates without these can cause issues.

The "CANCEL" typo is some sort of bug. Please report this through the Samsung Members app which would bring this to our experts attention.

To report issues through the Samsung Members app, follow these steps:

Open the Samsung Members App: Look for the Samsung Members app on your Galaxy Book. If you don’t see it, you can download it from the Microsoft Store for Galaxy laptops, or directly from the Galaxy Store on Samsung phones and tablets. Make sure you’re logged in with the Samsung account linked to your device. In the Members app, select the Support tab at the bottom of the screen.

Choose Error reports to report technical issues, like the firmware update failure and touchpad problem.

For feedback on software experience, select Send feedback > Suggestions to share concerns, like the typo or McAfee’s mandatory update

After filling out the details, submit your report. You should receive a notification or email acknowledging your report, and Samsung’s support team may reach out if they need more information.

This process will ensure your feedback reaches our development teams, helping them improve future updates and experiences.

Thank you.

[Members_n95LC2x]

Hi,

   I am facing the same issue after updating touchpad firmware through samsung update.

   Have you find a solution for it? The only solution is a factory reset? 

[rmd1]

Any update on this as I am having the same issue with the touchpad not working and firmware with same screen failing to update.  All of this post a few Windows updates.  I have manually deleted drivers, searched far and wide for a direct firmware download, downloaded other touchpad drivers / apps (Elan).  None seem to work.  (I have the Galaxy Pro Book 3 360 and kicking myself for wasting money on a stupid Samsung PC)  Should have stuck with real brand PCs or just built my own... 

[jclubb]

I have the exact same issue. I used Samsung Device Care which suggested I updated the touchpad firmware. The update completed successfully, with no loss of power, etc.  Afterwards the touchpad is completely unresponsive. Factory reset did not fix the issue (because it is firmware-level, not software/driver). Samsung support says the only option is to ship it in for repair at my own expense. Is this even real? Seems like a clear class-action lawsuit for Samsung if no correction is provided, given it is 100% Samsung's fault.