New T420, cursor hangs

[bigmillz]

Just got a new T420 4177, and today (it's about a week old), it started doing this thing where the cursor will hang for a few seconds. Neither the trackpad nor trackpoint respond. The keyboard does respond. I've found no way to reproduce these results, but it usually happens between every several seconds to every few minutes.

I did install more memory, and the keyboard does "pop" on occasion when I hit the Fn key (or rest my hand on the left side by the speaker grill). I've taken the keyboard out and reseated it twice. Additionally, I do have the 9-cell battery, and a slice battery (in another thread a guy mentioned a defective battery).

Any ideas? I read a really long thread about a guy who shimmed his keyboard with wires

Thanks!

Edit: It just did it again, but this time after it hanged for a couple seconds, the cursor jumped all over, and it changed to the scroll-mode thing (I have my trackpoint set to just scroll).

[dxps26]

Hey bigmillz

That was my T420 with the Wire-Supported(TM) keyboard. This marvel of engineering was done by the Easyserve team at Memphis, TN - not me after i sent it in under the very same symptoms. I did not, however, install a new DIMM module under the keyboard, so any question of mechanical decoupling was null.

If you installed a new memory module under the keyboard, it is possible the rather delicate ribbon cable that connects it to the motherboard may be improperly seated or possibly damaged. try reseating the cable if you indeed installed a new DIMM under the keyboard. A loose connector may be causing the havoc.

I've found that if the keyboard module takes a fair bit of effort to get back into its place under the palmrest, you're doing something wrong, and you must pull it out and try again, very carefully. it is supposed to slide right under with minimal force, just a press-and-slide-back motion. Try reseating the unit.

a senior member here has recommended using sticky-backed refrigerator magnet strips, or a similar material (if you are a bicyclist, I have a feeling small pieces cut out from a puncture patch may be perfect) to shim the keyboard at unsatisfactory areas. The wire support was a kludge repair done by easyserve, and i would not suggest it.


Proceed with Caution. I've been in these waters before, but you're lucky to have only a week-old machine, so a return window is still open.

[bigmillz]

Hey bigmillz

That was my T420 with the Wire-Supported(TM) keyboard. This marvel of engineering was done by the Easyserve team at Memphis, TN - not me after i sent it in under the very same symptoms. I did not, however, install a new DIMM module under the keyboard, so any question of mechanical decoupling was null.

If you installed a new memory module under the keyboard, it is possible the rather delicate ribbon cable that connects it to the motherboard may be improperly seated or possibly damaged. try reseating the cable if you indeed installed a new DIMM under the keyboard. A loose connector may be causing the havoc.

I've found that if the keyboard module takes a fair bit of effort to get back into its place under the palmrest, you're doing something wrong, and you must pull it out and try again, very carefully. it is supposed to slide right under with minimal force, just a press-and-slide-back motion. Try reseating the unit.

a senior member here has recommended using sticky-backed refrigerator magnet strips, or a similar material (if you are a bicyclist, I have a feeling small pieces cut out from a puncture patch may be perfect) to shim the keyboard at unsatisfactory areas. The wire support was a kludge repair done by easyserve, and i would not suggest it.


Proceed with Caution. I've been in these waters before, but you're lucky to have only a week-old machine, so a return window is still open.

Ok! got the keyboard to stop rattling! I reseated it a couple more times. Holding it firmly in place and putting the underside screw in upside down did the trick.

Now I just gotta deal with this cursor thing...I may restore from Saturday's backup and make sure it's not software related. Also checked & reseated the keyboard cable with no result. Additionally, I just confirmed that keystrokes don't usually work during these hangs. Left click dragging seems to exasperate the problem, but doesn't always cause it.
Sucks I could just send it back, but after the thing took 3+ weeks to arrive, I'm a little wary :/

[dxps26]

it won't take three weeks. i'm suggesting a return in exchange for a refund because i have a deep-seated mistrust of anything easyserv now. It seems there's a world of difference in quality between mail-in service and NBD onsite service.

hopefully, a factory restore will do the trick.

[bigmillz]

Just an update:

-Restored to a backup from this weekend...cursor problem is gone
-Mailed out letter to Lenovo (regarding various shipping delays, useless post-purchase support, and the cursor problem [wrote it before I fixed that])
-After restore, Powermanager can't find my battery
-Keyboard has begun popping/rattling once again
-Unit has become ridiculously slow, taking close to a minute to open Fn+F3, and I have a Samsung SSD

Letter was sent certified mail, signature required, return receipt...so I'll know who gets it. I love the laptop, but not nearly as much as my R61 or former MBP i7. I'm going to give them some time to contact me, but I did mention that I refuse to go through lousy phone tech support and repair/refurb replacement; after all I did pay for a NEW T420, and as much as I can perform repairs, I don't consider that acceptable.

I'll continue to post updates.

[bigmillz]

Great news! After a letter, a few calls to tech support, sales support, and finally calling Amex to dispute the charge...a lady from Lenovo in NC called me and did an excellent job resolving the issue. She set me up with:

-Phone people who speak English
-Replacement, with expedited everything (sales guy only offered to put a "note" to "speed it up" if I'd like to "take a chance")
-Extended warranty w/ on-site service, and accidental damage protection
-Free backpack

Most importantly, I was very pleased at how willing she was to accommodate and make things right. Hoping for better this time! And thanks for the input here.

[dxps26]

Great news! After a letter, a few calls to tech support, sales support, and finally calling Amex to dispute the charge...a lady from Lenovo in NC called me and did an excellent job resolving the issue. She set me up with:

-Phone people who speak English
-Replacement, with expedited everything (sales guy only offered to put a "note" to "speed it up" if I'd like to "take a chance")
-Extended warranty w/ on-site service, and accidental damage protection
-Free backpack

Most importantly, I was very pleased at how willing she was to accommodate and make things right. Hoping for better this time! And thanks for the input here.

Excellent! looks like Lenovo is paying some attention. I also had my Machine Replaced, albeit after having to send it in twice, and they upgraded my warranty to On-Site. I was contacted by a person from Lenovo who was very patient and had everything settled within 2 weeks.