I have a Dell XP 13. I have attempted to add a monitor and use it as an extended workspace. I can't get the cursor to work on both monitors. Do...

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Customer

I have a Dell XP 13. I have attempted to add a monitor and use it as an extended workspace. I can't get the cursor to work on both monitors. Do I need a driver? Is there some other problem?

Last updated
Rofel Lantican
Dell Expert

Hello and welcome to ExpertHelp.com! My name is Rofel Lantican and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Dell nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated
Customer

Yes, I'm here.  Thanks Rofel

 

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Rofel Lantican
Dell Expert

Hi Rob,

Thanks for your response. Is this the first time you added an extended monitor on your Dell XP 13?

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Customer

Sorry, that's a Dell XPS 13

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Customer

Yes

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Rofel Lantican
Dell Expert

I understand. Do you mind if we do a screensharing (remote support) so I can check the issue and help you fix it?

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Customer

I have no problem with that.  Just to let you know, the cursor randomly jumped to the other screen just now, and the only way I could get it back to answer you was to pull the plug

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Rofel Lantican
Dell Expert

Dont worry I will check that issue as well. Give me a minute or 2 to generate the link and I will send it here

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Customer

Okay.

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Rofel Lantican
Dell Expert

Bare with me. Im still generating the link. Appreciate your patience

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Customer

No worries, mate

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Customer

Tell me when you want me to plug the monotor back in....

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Rofel Lantican
Dell Expert

Please click on this link > https://download.teamviewer.com/download/TeamViewerQS.exe to download the Remote App. Once done please Run/Open the app and when a pop up appear please click on Yes or Join.

By the way just incase we got disconnected you can go back to this chat window using the link that was sent to your email okay.

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Rofel Lantican
Dell Expert

Please provide me with the Teamviewer ID and password.

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Customer

1421 998 934

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Customer

Yes

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Rofel Lantican
Dell Expert

 Dear Larry, It was a pleasure helping you with your Dell issue today. Here is a summary of the resolution.


Issue identified : Unable to move the mouse to the external monitor


Solution Implemented : Called the customer / Remotely accessed the computer / Assisted the customer to check the inter graphoc settings / Set the external monitor as the initial and the laptop monitor and the 2nd / Saved the settings / Customer can now move the cursor / Installed Touch Freeze to prevent the mouse pointer from jumping / Issue Resolved / Answer Accepted


If issue resurfaces : If issue resurfaces in next 30 days, come back to this Question page and let me know. If you are unable to find your way back to this Question page, please contact our customer support either by email (s**t@experthelp.com) OR call us at ***-***-**** .

Posted

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